What are the responsibilities and job description for the Client Experience Manager 2 position at Exela Technologies?
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.
Health & Wellness
We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.
Military Hiring
Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.
Looking for an experienced senior manager in the financial industry based out of Sunrise, FL (Ft. Lauderdale area) 28 direct reports. High profile, high volume customer with a tenured partnership dating back 30 years.
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
Must have excellent organizational skills
Understanding of Exela Technologies and outsourcing industry a plus
Ability to understand and manage financial documents such as P&L reports
Ability to process payroll, employee reviews, and other administrative functions is a priority
Knowledge of Microsoft Office platforms (excel, word, ppt)
"The salary range for this position starts at $62,000; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.”
EEO Statement
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.
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.
Health & Wellness
We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.
Military Hiring
Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.
Looking for an experienced senior manager in the financial industry based out of Sunrise, FL (Ft. Lauderdale area) 28 direct reports. High profile, high volume customer with a tenured partnership dating back 30 years.
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.
- Excellent communication and interpersonal skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels.
- Deep understanding of service management principles, and industry best practices for service delivery.
- Experience with service management tools and systems, such as data-entry, facilities management, or similar platforms.
- Strong problem-solving skills and analytical abilities, with the ability to analyze complex issues, identify root causes, and develop effective solutions.
- Ability to prioritize tasks, manage multiple projects simultaneously, and thrive in a fast-paced, dynamic environment.
- Commitment to delivering exceptional service quality, driving continuous improvement, and exceeding client expectations.
Must have excellent organizational skills
Understanding of Exela Technologies and outsourcing industry a plus
Ability to understand and manage financial documents such as P&L reports
Ability to process payroll, employee reviews, and other administrative functions is a priority
Knowledge of Microsoft Office platforms (excel, word, ppt)
"The salary range for this position starts at $62,000; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.”
EEO Statement
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.
Salary : $62,000
