BT Consultor de Relacionamento à Clientes in Sao Paulo, Brazil

Senior Service Manager

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

The role holder leads, manages and develops a team of Service Managers across multiple contracts and/or directly manages one or a small number of major BT contracts, focused on building excellent mid to senior level service relationships, delivering contractual service targets, developing/delivering cost reduction plans, and improving customer satisfaction & loyalty

What you'll be doing

Key Responsibilities:

  • To capitalise on all opportunities to improve the overall customer experience and to own the overall service relationship on behalf of BT at mid to senior level within the customer business base

  • To develop and drive change within the business via measured service development and/or improvement plans.

  • To act as the primary interface between the customer and BT for service issues being experienced.

  • To lead and deliver formal work programmes in line with business and customer requirements.

  • To have an in-depth working knowledge of the customers business and understand the competition environment.

  • To build and maintain excellent relationships with the Account Teams.

  • To build and maintain collaborative relationships with key suppliers.

  • Assists with setting Service Level Agreements and produces Service Development plans for key clients.

  • May have line responsibility for a number of Managers, sometimes across country boundaries.

  • May also be involved in new business initiatives, providing service information to support Bids.

  • Responsible for end to end Service levels for customers business areas.

Responsible for managing the BT Service Costs for defined Managed Contracts

We'll also need to see these on your CV

Qualifications:

  • Qualified to degree level, or equivalent professional qualifications or experience.

  • Proven ability to manage customer relationships at both working and executive levels in large corporate customers.

  • Qualified to at least ITIL v3 Foundation level.

Skills/Experience:

  • Good customer facing and inter-personal communication skills, with the ability to manage demanding large corporate customers.

  • Good knowledge of products, customer’s IT systems and applications, domestically and/or globally

  • A good understanding of financial markets; including market data, global banking, trading execution and clearing principles.

  • Ability to analyse data and manage operating costs.

  • Strong people and project management skills.

  • Knowledge of billing and financial management principles.

  • Good knowledge of products, customer’s IT systems and applications, domestically and/or globally

Good customer facing and inter-personal communication skills, with the ability to manage demanding requirements and timescales

Why choose us?

We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

Job: Service Client Relationship/ Account Management

Title: Consultor de Relacionamento à Clientes

Location: Brazil-Sao Paulo-Sao Paulo

Requisition ID: 90091