Senior Manager - CSS

Job Description

* Client Support Specialist (CSS) Manager Your Mission
• To be the first tier of support for our internationally based client management team
• Coordinate, lead, develop and motivate the local Client Support Specialist (CSS) team, assuring workload and quality delivery while supporting our global Client Management team to focus on strategic and commercial activities with our clients
• Interact effectively with internal colleagues and stakeholders across client management and operational functions, increasing visibility of the CSS team while collaborating effectively with, and influencing, internal operational leadership in other functions
• Ensuring the CSS team effectively manages allocated work via internal helpdesk requests, and proactively over time finding ways to digitize and improve efficiency in the delivery of the local team s service delivery, and evolving the scope and level of support provided to internal stakeholders and customers
• Lead and coach the CSS team, including deputy team leads, in providing excellence in internal customer support and data handling
Your Tasks and Responsibilities Task Uniformity & Execution
• Develop and maintain process documents for CSS tasks to be utilized across all clients
• Work with Client Management (CM team leadership to determine appropriate timelines for the completion of each task
• Cross-train CSS team members on contracted custom reports for both equitable work distribution as well as appropriate backup of process knowledge
• All client inquiries for standard reporting items to be responded via Resource Advisor (RA) client portal reports
Workload tracking
• Create, maintain, and adapt a workload tracker to monitor capacity of the CSS team
• Maintain a queue methodology and work allocation for requested tasks to be equitably assigned and shared by CSS team members
• Create accountability through performance goals based on timeliness, accuracy, and professionalism in communications
Training, Career Development & strategy
• Ongoing team training programme for new hires, ensuring we become more efficient over time through cross-training and knowledge sharing
• Facilitate digitization of training via team Sharepoint hub, including structured recorded trainings for tasks
• Task assignments based on strengths and specialisms
• Develop, maintain and adapt roadmap for CSS career progression, in conjunction with CM leadership
• Assign team members to internal department Nexus teams
• Increasing CSS work portfolio to increase support to CM teams understand customer Sourcing and Budget processes and make recommendation for which sub processes can be taken up by CSS team
• Continue development of CSS team inclusive of deputy team lead structure, develop a plan on team development, and potential for specialisms in deliverables
• Increase the visibility of CSS Team within the wider team structure, by sharing regular updates in CM Team calls, leadership calls etc.
• Liaise and become familiar with Operational leaders within the Sustainability Business (Data, Sourcing, Budgets) to improve communication, interactions and service delivery
Facilitating CM Team Support Supporting the CSS team in delivering timely and quality outputs in relation to:
• Client on-boarding/ invoice collection reports and workflow management
• Coordinate receipt of customer energy invoices, identify abnormalities and follow up
• Administrative assistance and support to free up time and energy to focus on our clients directly
• Effective use of our customer data system and portal (CBMS / RA), including:
• Account maintenance / add account requests
• Bespoke account related requests and DRRs
• Client information, Active/Deactivate Accounts settings
• Invoice Queue Management resolution if requested from data team
• Account Maintenance updates
• Invoice Checklist Maintenance
• Rate Change Notifications
• Posting of Projects, Savings, Documents and Variance Exception Notices (VEN)
• Letter of Authorization (LOA) Preparation/ posting to RA
• Customer projects, savings, recommendations update (RA)
• Target 100% data accuracy and 98% customer energy invoice participation
• User setup
• Ad Hoc project support & specialized assignments from CM team
• Custom report generation
• Usage forecast, review of analyst provided budgets
• Support other team members effectively (data team, CSA/ CA) while ensuring quality of the output
Other
• Beyond the above activities, prepare all additional, planned or ad hoc activities, which have been requested by their line manager
• Make all the necessary efforts to reach their defined personal annual goals and objectives
• Become familiar with and apply the core Schneider values in the way the work and conduct themselves each day
About You
• University Bachelor s degree
• A highly organized and motivated individual with excellent internal customer support and data handling skills
• Excellent verbal and written English capability
• Extensive experience in managing operational delivery teams in a digital environment, building teams and developing people
• Ideally multi-country internal team experience
• Energy consultancy experience beneficial, but significant general operational management experience essential
• Focus on data, and experience of database and workflow management systems
• Effective people management and coaching skills
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Keyskills :
financesalesltdmisaccountancyproject supportteam leadershipcustomer supportservice deliveryteam developmentequipment supplyqueue managementclient management