Position: Senior Vice President, Global Support and Services
Department: Global Client Relations/Global Services
Location: Calgary, AB
Position Type: Full-time, Permanent
Reports to: Chief Operating Officer
Reporting to the Chief Operating Officer, the Senior Vice President, Global Support and Services is responsible for managing the overall activities and performance of the Global Client Relations and the Global Services teams.
Key Responsibilities:
Global Support & Services
Develop, maintain, and oversee Global Services operations and Global Client Relations operations.
Monitor Service Level Agreements for respective customers/teams, ensuring that business commitments are met.
Oversee the activities of the Global Services and Global Client Relations employees and management, enforcing high levels of service and professional standards.
Establish standards and procedures for handling inquires, transactions, and administration of programs.
Work and develop relationships with business units and end-customers to establish scope of services, priorities, and related Service Level Agreements to ensure goals are aligned with key performance objectives.
Develop and manage corporate metrics to identify trends, process improvement opportunities, and potential revisions to policy changes.
Monitor and improve team performance, providing leadership, coaching and training to team managers/members.
Technical Infrastructure:
Analyze technology trends and develop infrastructure strategy, architecture, and delivery processes designed for agility and cost effectiveness.
Lead global, strategic technology initiatives to build and maintain key elements of the firm’s enterprise infrastructure and associated project portfolio
Participate in IT strategic planning, project planning and budget planning efforts.
Provide infrastructure services vision, enable innovation and leverage IT trends that can create business value consistent with the firm’s requirements and expectations
Build strong relationships with business and operational leadership across the enterprise, develop a detailed understanding of the issues, challenges and opportunities that they face.
Mitigate risks to the network and datacenter to ensure maximum resiliency, security and availability of infrastructure services
Lead the transformation of our Infrastructure Services while maintaining industry leading service levels for our customers.
Manage the deployment of servers, network and infrastructure with focus on consistent maintenance and operating procedures, capacity planning and security best practices
Qualifications:
Minimum 10 years’ experience in customer service and business operations/analysis.
Minimum 5 years in managing a customer service and/or client relationship management
Knowledge of customer call center workforce and management approaches (e.g. advanced training techniques; career path development; staff motivation and retention strategies)
Experience in building or transforming service centers.
Personal Attributes:
Excellent customer management skills.
Proficient in CRM/customer facing technology including Case Management, Knowledge Management, Imaging, Telephony, and Self-Service.
Computer Skills and Networking Skills.
Excellent written and verbal communication skills.
Ability to interact courteously with customers and ensure interaction provides a high quality of service.
Service orientated approach.
Kindly send qualified resumes to: careers@guest-tek.com with the job position clearly stated in the subject title. Thank you.