Client Service Delivery Manager

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Company Outline

Job Role: Client Service Delivery Manager

Location: Hybrid/Leicester or Plymouth

Salary: Competitive

Why do we want you?

You have experience in leading and developing an operations team, as well as experience in building and nurturing excellent relationships with clients.

We are Wilmington plc

Wilmington plc is a portfolio made up of a specialist brands providing custom solutions to customers across the globe from over 10 different offices . We provide a wide range of products including specialist information and data, and high quality training and education, to help professionals manage Governance, Risk & Compliance (GRC) and Regulatory Compliance challenges. Find out more about our core purpose and how we help our customers do the right business in the right way .

Our two divisions, Information & Data and Training & Education, are underpinned by the work of experts in their field, including data and technology specialists and highly skilled practitioners who deliver our training and education solutions.

Our ambition is to have the best people work with us at Wilmington, delivering their best work because we care about them, include them and empower them. We will support you, develop you and recognise you.

Mercia Group is one of the leading providers of training and support services to the UK accountancy profession, working with over 8000 firms nationwide and they are part of the Wilmington T&E division.

Job purpose, tasks and responsibilities

Main Purpose of the role:

Direct client account responsibility (selection of key accounts / top 100 client programmes).

Leading and supporting the Client Relationship Team and the Inhouse & Consultancy Operations Team.

To lead in the strategic and continuous improvement of the team ensuring that profitability and growth are paramount, whilst maintaining excellent client relationships, meeting Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) and team objectives and great feedback.

Takes the lead in all aspects of resourcing / structure, performance management and HR related issues for the Client Relationship and Inhouse & Consultancy Teams.

Maintaining great relationships and communication across the wider business and other departments in Mercia, including weekly/monthly reporting and updates on the team's progress and success.

Responsibilities:

• Maintaining strong client relationships and continuous improvement of fulfilment/processes to exceed client satisfaction and cement Mercia as the "partner of choice" when it comes to providing knowledge and skills to clients.
• Direct client account responsibility (selection of key accounts / top 100 client programmes)
• The main point of liaison between client delivery teams and other department heads
• Establish and refine processes to ensure clients get the same great experience from the initial stage.
• Lead the client service delivery teams, managing conflict and ensure that the team's processes and tasks are conducted efficiently, ensuring profitability and growth in the team.
• Ensure work of the team is carried out and performed to an excellent standard, taking necessary follow-up measures as required.
• Oversee team activities to ensure that deadlines/customer expectations are met:

• Client Relationship Team - excellent client relationships, planning and fulfilment of bespoke programmes, products & services
• Inhouse & Consultancy Team - retention of business, fulfilment and delivery of reviews and inhouse courses, Technical Queries & Customer Due Diligence checks, meeting SLAs/KPIs, great client relationships and cross-dept relationships

• Lead and encourage a positive team culture and positive relationships across the team and other departments and office locations
• Supports line reports providing advice to respond and independently resolve a range of standard and unforeseen issues, within predetermined operational limits.
• Ensure achievement of Key Performance Indicators (KPIs/SLA's) and team objectives
• Lead weekly team meeting agenda items, and ensure actions and progress on action log items
• Complete all required weekly and monthly reporting including actions and outcomes
• Oversee resources and make recommendations about the allocation and use of resources within a defined sub-section/work area.
• Responsible for building partnerships and liaising with peers to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.
• Leads on the implementation of new systems/technologies on behalf of the inhouse, consultancy and client relationship teams as part of the digital transformation project.
• Contribute and represent the Client Success and Ops Team in the wider Cross Department Manager Team (CDMT)

Expectations:

• This person will need to be able to work on their initiative.
• This person must be able to work as a member of the wider management team (CDMT).
• Process and system development - champion the utilisation of Salesforce to deliver improved measurement and targeting of client service.
• This person will be required to resolve problems where the optimal solution may not be immediately apparent.
• Significant evaluation and independent thought are therefore required to resolve ambiguity and work within grey areas.
• This person will have wide discretion provided that activities are broadly consistent with operational policies and precedents within their function.
• This person will be expected to influence the process through advising on the impact of the policy change and implementation in their specific area(s) of work.
• This person will need to assess the impact of their work across their team, with associated teams and within the broader Mercia group.
• Time split between direct management of clients and managing the two teams will be agreed with line manager and reviewed as needed to ensure successful completion of both elements of the role.

Essential and desirable capabilities

We always support colle agues to develop their skills but to be successful in this job you really do need to already be able to tick most of these boxes...

We know it's not a skill, but the successful candidate must have permission to work in the role's location by the start of their employment.

You will also need;

• Experience in leading and developing a team.
• Experience in delivering results.
• Experience in building and nurturing excellent relationships with clients.
• Excellent planning and organisation skills.
• Experience using a CRM
• Has strong excel skills.
• Has experience in the accounting or professional services industry and has a good understanding of current technical changes. (Preferable but not compulsory)
• Has experience in running an operations team in executing a group plan.
• Experience in the same or similar role

Behavioural Competencies:

• Excellent organisational skills
• Strong communication and administrative skills
• Ability to manage changing priorities
• Diplomacy and self-confidence when dealing with clients, colleagues and taking decisions
• Analysing & Problem Solving
• Commercial Awareness
• Communication
• Customer Focus
• Developing Self & Others
• Drive for Results
• Inspiring & Motivating Others
• Managing Others
• Negotiation & Influencing
• Personal Organisation
• Resilience & Adaptability

Wherever you are in your career and whatever your expertise, we look for people who:

• are passionate about providing high quality solutions to our customers
• love varied work that plays to their strengths while helping them develop
• want to work together to learn, grow and achieve common goals
• are excited to be part of a diverse and unique global community
• who want to be recognised for the unique talents, experiences and insights they bring to Wilmington.

Wilmington characteristics

You enjoy working in partnership with others, involving, supporting and collaboraring with customers and colleagues. You are energised by being part of a diverse community and you value the uniqueness and experiences of others.

Before you go....

Why join us?

We are a dynamic business, providing a huge number of products to a wide range of customers. We understand the power of diversity, and we celebrate the innovation and creativity that can be achieved through our own unique experiences, knowledge, and perspectives. We love to build teams that showcase our individuality and creativity, building our positive culture across our organisation.

Our work provides variety, development and the opportunity to be part of a community of over 700 colleagues in 8 countries worldwide. Our environment is encouraging, supportive, and committed to individual, business and team growth; one where people love to join and make an impact. We embrace new ideas and fresh thinking, we overcome challenges together, and we rely on each other to bring innovation to life. At Wilmington, we work hard to help each other grow and succeed.

What do we offer?

Joining Wilmington means you'll be part of a dedicated team, committed to providing high quality services and support to our customers. Our people are empowered to learn and develop themselves, and being part of our team, we provide the opportunities for you to grow.

We offer a great core benefits package which includes performance related bonus, pension and life assurance. We also offer a flexible benefits package so you can tailor your benefits to suit you ie additional holiday purchase, healthcare, subsidised gym memberships, cycle to work schemes and discount vouchers.

We have a hybrid working framework that balances flexible working with providing the space for collaboration and learning from each other.

We care about the physical and mental health of all our colleagues. We provide an extensive range of wellbeing resources so that everyone feels supported, and has the best opportunity to do their best work.

The Legal Bit!

The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

*Please note that this role may remain advertised until an offer of employment has been made.

#Li-Hybrid