Markham, CA-ON

Position Type

Full time

Requisition ID

30727

Level of Education

Years of Experience

About Exela

Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune® 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela's software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. - Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500+ employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.

Job Description

About the Role:

As a Client Experience Manager, you will play a critical role in ensuring the successful delivery of services to our clients, overseeing all aspects of service delivery, from strategy development to execution. You will lead a team of service delivery professionals, collaborate with cross-functional teams, and drive continuous improvement initiatives to enhance service quality and customer satisfaction. This role requires strong leadership, strategic thinking, and a customer-centric approach to service delivery.

Essential

Job Responsibilities:

• Lead the end-to-end delivery of

services to assigned clients, ensuring alignment with their business

objectives, requirements, and expectations.

• Manage a team of service delivery

professionals, providing direction, guidance, and support to optimize service

delivery processes and performance.

• Develop and implement service delivery strategies, plans, and initiatives to meet client needs and drive business

growth.

• Establish and maintain strong relationships with key stakeholders, including clients, internal teams, and

third-party vendors, to ensure effective collaboration and communication.

• Define and monitor key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to

measure service performance and drive continuous improvement.

• Conduct regular service reviews and meetings with clients to review performance metrics, address issues, and

identify opportunities for service enhancements.

• Manage service delivery projects and initiatives, including service transitions, migrations, and upgrades, ensuring timely delivery and quality outcomes.
• Identify risks and issues impacting service delivery and develop mitigation plans to address them proactively and minimize disruptions.
• Drive process improvements and optimization initiatives to enhance service delivery efficiency, effectiveness,

and scalability.

• Prepare and present regular reports, updates, and insights to senior management and clients, summarizing service performance, achievements, and areas for improvement.
• Stay informed about industry trends,

emerging technologies, and best practices in service management, incorporating

relevant insights into service delivery strategies and processes.

• Foster a culture of customer focus, accountability, and continuous improvement within the service delivery organization, driving employee engagement and development.

• Bachelor's degree in business administration, information technology, or a related field (or an equivalent combination of education and relevant experience).

• Minimum of 7-10 years of experience in service delivery management, client relationship management, or a related field, preferably in the financial services industry.

• Proven track record of successfully managing complex client relationships, leading service delivery teams, and delivering services to meet client expectations and SLAs.

• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve excellence and drive results

Disclaimer:

Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

Exela recruiters or representatives will only contact you from emails ending with @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.