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Job Title: Manager of Onshore Services
Location: UK, Manchester
Discipline: Manager
Reference: MMAO3915
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Description: MMAO3915
Manager of Onshore Services
Location: Manchester, UK
Purpose of the role is to join a Utilities Services Company as a managing
consultant. The Manager of Onshore Services is responsible for maintaining a
strong working relationship between the client and the company's offshore
operation, and for ensuring a seamless, end-to-end service is delivered. The
Manager of Onshore Services will act as a key liaison point between the
offshore Service Manager and their client counterpart. They will provide
the Client and the company's offshore operation with a single point of
management and escalation. The Manager of Onshore Services (MOS) is
responsible for maintaining a holistic view of the service provided and
managing operational weekly meetings. The Manager of Onshore Services (MOS)
will act as the point of contact for managing any issues, ensuring they are
resolved in timely manner with appropriate communication. They should be
perceived by the Client as an accountable, impartial, and credible interface
between themselves and the company's Offshore Manager. This role will
involve regular Client contact, as such this role requires an ability to
discuss, identify and resolve issues with the Client within the agreed
delivery framework. It will also be an extremely high visibility role so
excellent interpersonal and communication skills will be required to
effectively represent the consulting company. The Manager of Onshore
Services role requires a proven track record in managing stakeholder
relationships through the 3 main processes of :
~Incident
~Problem
~Change management
General Duties
Establish both formal and informal channels of communication with the client
and Offshore Service Manager on a regular basis
Act as a liaison point between Company Offshore Service Manager and Client
counterpart.
Manage the client relationship and the escalation process during any
incidents
Manage high level relationship between Company Offshore Operation and
Utilities Company
Develop and maintain a shared expectation of service scope and service
levels
Suggest improvements to the operational delivery of Service to the Client
including tools, activities and methodology, as necessary
Interface with other internal teams to ensure the timely and appropriate
delivery of all activities according to agreed OLAs and SLAs
Jointly manage weekly operational meetings between consultant company and
Utilities operational leadership and any subsequent actions
Escalate any commercial issues or operational issues with commercial impacts
to the Outsourcing Account Delivery Manager (OADM)
Operationally work with the delivery team to assess the impacts of Change
Requests, liaising with the commercial team.
Review operational performance of delivery team
Ensure that change to Utilities Company process is cascaded to offshore
delivery team and appropriate change requests are raised etc.
Qualifications: Minimum Qualifications:
Education: A relevant Bachelor/university Level or equivalent is required
6+ years of proven track record in the delivery of outsourced services to
Clients.
6+ years proven client relationship management experience.
5+ Years experience with /in Utilities on/offshore service
Excellent understanding of change management processes, tools and related
activities
Excellent organisation skills / Excellent verbal and written communications
skills
A good working knowledge of functions within a Utilities Customer Services
business
Accuracy/attention to detail / Quality conscience & driven / Customer
focused / Ability to work under pressure
Excellent Negotiation / influencing skills / Ability to deal with
individuals at all levels / Ability to resolve conflict
Primary work location will be : Manchester, UK
Some visits to other client sites ,may be required & some travel to Manila,
required.
Apply to: Click Here
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