Senior Client Relations Officer I

Ateneo de Manila University

工作地點

Quezon City, Metro Manila

雇用形式

全職工

招聘資訊詳細

Summary of Work Activities and Responsibilities:

The Senior Client Relations Officer I is responsible for establishing and implementing service level agreements, as well as fostering and maintaining client partnerships within the University community. The position will directly communicate, collaborate, and act as liaison with the stakeholders/clients and the different CFMO groups in addressing and managing operational concerns and issues efficiently.

Main Duties and Responsibilities:

I. Service Levels Development and Management

• Keeps abreast with trends and changes happening in and outside the University

and determines how it affects the Office and contributes to its overall delivery of

services

• Benchmarks best practices and conducts research on current trends and

standards affecting the work of the Office
• Facilitates the process of identifying stakeholder requirements, determining trends, areas for improvements and modifications that may provide better service to the clients
• Designs, implements, and monitors CFMO’s systems, policies, and procedures pertaining to service level metrics in collaboration with the different CFMO groups
• Conducts needs assessment to navigate technical and non-technical concerns,and utilizes data gathered in recommending possible solutions or initiatives for clients
• Determines possible root causes which contributed to the non-achievement of deliverables or non-compliance to service level agreements

II. Client Partnership
• Partners with clients by understanding and addressing their needs, providing proactive solutions that meet present and long-term needs
• Collaborates with clients/stakeholders and with the different groups in CFMO in order to provide in-depth assessments vis-à-vis technical approaches and methodologies
• Monitors the concerns of the clients/stakeholders through the established queuing system, and ensures that they are regularly updated on the progress of their requests
• nvestigates concerns and escalations and proposes preventive mechanisms and/or risk mitigation
• Establishes metrics and quality measures with the clients/stakeholders to determine the progress of the solutions or initiatives offered while regularly checking, monitoring, and evaluating the progress and achievement of agreed deliverables and timelines

III. Administrative and Section Management Support
• Drafts and institutionalizes CFMO-client progress reports, draft debriefs, and kick-off decks, and submits them to the Director for review and approval
• Performs administrative tasks and other operational aspects essential to service level management and expectations
• Conducts strategic assessment and evaluation of the Office’s processes,programs, and initiatives, ensuring continuous improvement, maintenance and adjustment in program and service delivery

IV. Performs other duties as may be assigned by the immediate supervisor, or

any authorized representative

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