Client Services Manager

Location: Phoenix, AZ

Department: Client Services

Type: Full Time

Min. Experience: Experienced

Looking for an opportunity to work in a fast changing multicultural environment?

The Red Flag Group® is a business advisory, information services and technology firm that helps corporations, financial institutions, government entities and SMEs manage integrity and compliance in their business and third parties. As The Compliance Firm®, The Red Flag Group® is where Chief Compliance Officers come for strategic advice and solutions to make compliance a competitive advantage. 

Job Summary

The Client Services Manager is responsible for providing first level technical support, incident and escalation management, and advisory communications to RFG’s global client base. The successful candidate is expected to be highly collaborative with senior executives across all business functions, especially in driving rapid resolution on client issues and building improvements to prevent future escalations. This role drives transformation and innovation across the Firm, elevating our client experience.

Key Tasks and Responsibilities

* Provide first level support to clients for matters relating to RFG’s full suite of due diligence, advisory, technology, education, training and communications, audit & monitoring and investigations and related products.

* Understand RFG’s suite of capabilities and services and effectively communicate all offerings to the client.

* Develop relationships with clients by understanding the clients’ business strategies and providing them with consultative services that meet their needs.

* Channel and relay client feedback internally, and escalate issues to the Client Services Director as and when appropriate.

* Assist in the identification of new sales opportunities from account base by developing and executing a support strategy to protect and grow existing revenue streams on an account-specific basis

* Collaborate with internal parties across all business functions, especially in driving rapid resolution on client support issues and building improvements to prevent future escalations and ensure client satisfaction.

* Contribute to the development and maintenance of standards, policies and procedures regarding client services.

* Remain knowledgeable of market and industry trends, competitors, and all aspects of RFG’s market.

* Be the face and voice of Client Services both internally and externally; carry the banner of excellence and owning client success, including communications such as internal executive presentations and briefings.

* Other duties may be assigned.

Qualifications and Experience

* Tertiary degree, with at least 5 years’ experience in a client-facing management role, ideally in an IT-solutions / professional business solutions environment,

* Planning & Organising – prioritises and plans work activities; uses time efficiently; identifies and plans for additional resources/information that may be needed for client service and support.

* Communication – effectively communicates with all necessary departments to understand workflow of information coming/going to client; effectively gathers all necessary information required and ensures buy-in from each department before communicating to client; proactively supports a positive corporate culture at RFG.

* Excellent written and oral communication in English and one additional language preferred, Spanish or Portuguese definite advantage.

* Quality Management - ensures quality of information being delivered to client is accurate and will be understood by client; looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

* Technical Skills – has technical ability to understand client requirements and issues; assesses own weaknesses and strengths; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others; becomes and remains proficient in all programs and systems necessary to effectively execute excellent client service at RFG.

* Client Service – manages difficult and/ or emotional client situations; responds promptly to client needs; solicits client feedback to improve service; responds to requests for service assistance; meets commitments; puts clients first – through behaviours, decisions and choices made in client’s best interest.

* Adaptability – adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situations; able to deal with frequent change, delays or unexpected events in a calm and professional manner.

We offer a competitive salary and benefits package. Interested parties are invited to send their cover letter and resume with salary expectations through to the RFG Recruitment Portal. Applicants who are not invited for interviews within 8 weeks may consider their application unsuccessful and should consider their application filed for future reference.

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