Job Information
Canon Business Process Services Operations Manager in CHICAGO, Illinois
Overview
The Operations Manager oversees the operations and client relations of a segment of accounts within a region. Manages the strategic development of the existing client base by enhancing relationships at all levels within the client’s organizations and by ensuring the highest levels of service and client satisfaction. Maximizes customer satisfaction, add-on sales and profitability through structured planning and the management and development of the client services team. Builds senior level relationships with client contacts at key accounts.
Responsibilities
Manage the strategic development of the existing client base and maximize customer satisfaction, add-on sales and profitability through structured planning and the management and development of the client services team. Develop and manage relationships with daily and senior level administrators
Work with the business development organization to strengthen CBPS’ relationships among senior key decision makers in client organizations
Set strategy for expansion of existing and new services, depending on account management structure – either with or without an assigned account executive
Work with Sales and Strategy in the formation of proposals for business expansion within existing clients
Create and foster a culture of continuous improvement
Ensure the effective implementation of the customer relations plan
Ensure effective performance management with direct reports and oversee the overall process
Be accountable for the financial performance of accounts against budget
Ensure a structured plan for profit enhancement is in place
10% - 20% travel required; driving as needed
Occasional client entertainment after normal business hours, including dinners and events
Qualifications
Bachelor’s degree in Business Management, Marketing or equivalent
5 - 7 years’ management and service industry experience, with experience in management, project coordination, business process and organizational workflows
2 years’ experience supervising staff in a similar functional area
Previous P&L responsibility, prior experience in a customer service environment
Experience interfacing with executive-level customer contacts
Experience providing immediate response and remediation to escalated client and Sr. Mgt concerns
Strong knowledge of data analysis and reporting
Strong experience in Microsoft Word, Excel, PowerPoint and Visio
Experience creating computer-based reports and analyzing data
Job LocationsUS-IL-CHICAGO
Posted Date2 weeks ago(5/1/2024 10:57 AM)
Requisition ID 2024-17839
of Openings 1
Category (Portal Searching) Management
Position Type (Portal Searching) Regular Full-Time
