What are the responsibilities and job description for the Client Experience Manager position at Exela Technologies?
About Exela
Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune® 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela's software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. - Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500 employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.
Health & Wellness
We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.
Military Hiring
Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.
Job Description
About the Role:
As a Client Experience Manager with a focus on Mailroom Management, you will play a crucial role in ensuring the successful delivery of services to our clients. You will oversee the execution of service delivery processes, manage client relationships, and drive continuous improvement initiatives to enhance service quality and efficiency. This role requires strong leadership skills, effective communication, and a focus on meeting client expectations while adhering to service level agreements (SLAs).
Responsibilities Include, But Are Not Limited To
EEO Statement
Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Exela recruiters or representatives will only contact you from emails ending with @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.
Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune® 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela's software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. - Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500 employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.
Health & Wellness
We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.
Military Hiring
Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.
Job Description
About the Role:
As a Client Experience Manager with a focus on Mailroom Management, you will play a crucial role in ensuring the successful delivery of services to our clients. You will oversee the execution of service delivery processes, manage client relationships, and drive continuous improvement initiatives to enhance service quality and efficiency. This role requires strong leadership skills, effective communication, and a focus on meeting client expectations while adhering to service level agreements (SLAs).
Responsibilities Include, But Are Not Limited To
- Understand the business requirements and unique culture of our client’s business
- Serve as point of contact for our customer and remote centers
- Ensure client service level requirements are met
- Develop proactive and corrective action plans to meet the demands of the business
- Provide effective communication to direct reports
- Partner across our organization to ensure the needs of our client are exceeded
- Develop and Mentor for individual growth development
- Reporting generation and review
- Support internal Billing
- Remote site management
- Ability to manage multiple and diverse services; driving and delivering high levels of client satisfaction
- Drive Key Performance Indicators, Service Level Agreements, Metrics, Scorecards, and Cost Savings Initiatives
- Support, lead, and manage client initiatives and requirements
- Achieve Accounts(s) revenue and provide Financial Oversight (Invoicing, Budget Attainment and Cost Controls)
- Provide operating expertise and guidance to front-line associates on matters regarding operations, quality, and customer care.
- Ensure Quality Control measures are correctly developed, implemented and monitored to support operation
- Capitalize on new or expanded services opportunities
- Support positive and professional work environment through effective coaching and mentoring for the development of staff
- Demonstrate commitment to company efforts to achieve a diverse workforce
- Sound judgment and logical decision-making to meet expectations of project scope and deadlines
- Contribution and delivery of Quarterly Business Reviews
- 2-year college degree or Equivalent
- Minimum of 2-3 years of front-line management experience
- Excellent Client Services Skills in a Corporate Environment
- Experience in Mail services and screening a plus
- Strong written and oral communication skills
- Self-Starter, takes initiative
- Strong sense of urgency
- Comfortable with technology: Microsoft Office and tracking applications
- Supports a Team-based philosophy
- Exhibits exceptional decision making and judgment
- Multi-task on several application platforms
EEO Statement
Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Exela recruiters or representatives will only contact you from emails ending with @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.
Salary : $60,000
