Client Services Consultant
Job Title Consultant Client Services
Proposed Grade 17
The Client Services Consultant will have small size client area to support
The role of the Client Services Manager is to ensure that value is achieved as anticipated from the outsourced relationships under management. In particular, to ensure that the overall services as expressed in the Statement of Work and related exhibits, and the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Service Provider are minimized.
Additionally, develops and implements communication and training programs in support of the sourcing relationship. The Client Services Manager acts as an interface between the client and the Service Provider. He/She also manages the performance reporting in a sourced environment and monitoring the compliance of the Service Provider against Services Agreement Service Level Agreements (SLA). This includes regular performance reporting, monitoring service level infractions and developing new SLAs and metrics as needed. In particular, to ensure that service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Service Provider are minimized. This position oversees planning and forecasting of service consumption, quality of service and customer satisfaction.
This position is responsible for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals and constraints.
Core Job Responsibilities
Manage day-to-day relationship with Service Provider to ensure the effective delivery of outsourced services
? Conduct regular service reviews; manage and audit Service Provider performance and productivity relative to Service Level Agreements
? Establish metric/performance reporting; track Service Provider performance and ensure viability of service levels
? Define and implement service level reporting for clients
? Interface with Contract Manager and Finance Manager as needed to analyze Service Provider performance
? Provides demand management and prioritization of work in alignment with the business and Service Provider response to demand
? Assists with the preparation and monitoring of corresponding IT budgets
? Monitors supplier compliance with Abbott policies, procedures, and quality requirements
? Perform capacity and demand planning with Service Provider and Governance team ? Forecast customer demand for all in-scope and new services. Coordinate services, projects, and plans within domain to ensure priorities are addressed appropriately
? Ensure effective systems operations between the suppliers and Abbott RUN organization
No Direct Reports
Position Accountability / Scope
? As operational problems occur, reviews Service Provider recovery and permanent fix plans include Root cause analysis and actions
? Is the contact for day-to-day communications between Service Provider and the specific Tower/Domain
? Ensures an in-house process is maintained for handling of high severity and stagnant issues/events in both the supplier and the retained environments
? Educates Service Provider on program/product/operational details, including the development and implementation of Service Provider processing schedules and coordination of data flow ensuring timely transmittal to Service Provider
? Develops and distributes written communications as needed to service providers, BRMs, and other stakeholders
? Reviews and monitors Service Provider problems, change management processes, and escalation procedures
? Manages operational change management: reviews change requests, facilitates change meetings, applies change approvals, administers change freezes, performs change management reporting
? Measure, monitor and manage client satisfaction and provide remediation
? In conjunction with Service Provider, designs and administers customer surveys and other feedback processes
? Ensure Service Provider has Business Continuity/ Disaster recovery plans.
? Participates in testing of plans as necessary and monitor results of business continuity testing.
? Consults on the definition and execution of the Service Provider?s Disaster Recovery Plan to ensure business continuity
? Provide direction and leadership in developing the Client business processes that ensure contractual compliance.
Bachelor?s degree in the field of computer science, engineering, or equivalent work experience
? Experience managing suppliers and running IT operations
? Problem determination (experience in root cause analysis) and problem resolution skills
? Project management experience
? Ability to accomplish results through others, particularly by establishing relationships, effective controls and monitoring processes
? Proven negotiation and influencing skills
? Strong collaboration and partnering skills
? Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders
? Knowledge of business environment, service requirements and culture
? Process skills; an understanding of process costs, ability to work with Service Provider to ensure effective operations and agreed upon service levels
? Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
? Experience of indirect management ? managing by influence as opposed to positional authority
? Ability to be firm but fair with regard to operational deliverables
Minimum Experience/Training Required
? 5-7 years relevant work experience.
Number of Position
INR 1500000 - 2000000 + variable
90 days POST joining of the candidate
Abbott has been passionately and thoughtfully translating science into lasting contributions to health across 150 countries that we operate in. Our diverse businesses enable us to offer vast solutions that address critical, unmet healthcare needs around the world. Our healthcare portfolio spanning diagnostics, devices, nutrition and pharmaceuticals, makes us a truly global diversified healthcare company.
We are helping people build extraordinary careers. Our diverse health care businesses offer a lifetime of challenging and rewarding career opportunities. Our goal is to provide people with a clear career path through functions, timelines and reviews.