• Managing customer project and contractual requirements from beginning to end.

• Handling escalations and ensuring clients are constantly updated on progress.

• Carrying a customer-centric mindset and "can do" attitude.

• Managing conflict or disagreements with respect, maturity, patience, and understanding.

• Encouraged participation in customer's social gatherings when applicable.

Contract and Service Level Management

• Managing contracts and ensuring the company is honouring their contractual commitments to the client.

• Familiarizing with current client contract terms and conditions, service offerings, and commercials.

• Creation and maintenance of the Service Level Agreement with the relevant cost schedules and reporting, providing service delivery services to the customer for both internal and external use.

Team and Performance Management

• Managing key stakeholders and service owners, including monthly KPI feedback meetings.

• Managing, developing, training, and providing feedback to staff where applicable.

Service Portfolio Management

• Understanding the full service portfolio per client and ensuring the management of contracted services in alignment with client expectations.

• Building solid relationships both internally and externally and providing direction to drive the concept of TEAM.

Monthly Service Reviews, Reporting and Performance Monitoring

• Ensuring weekly updates and monthly service reviews are conducted according to the BCT Service Delivery Model and Reporting standards.

• Presenting accurate, up-to-date monthly reports to clients on usage and performance statistics, risks, and CSI recommendations.

Communication and Engagement