Client Relations Manager

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

Opensity Solutions provides onsite outsourced solutions founded on proven best practices for management of non-core business contracted accounts. The Reception Manager is responsible for client relationship management, client communications, service excellence, operational workflow, quality assurance, and people leadership. This role reports to the Client Relations Director (CRD) based in New York.

Job Responsibilities

Client Relationship Management

• Responsible for the management and delivery of office services daily transactions.
• Build strong client relationships through effective oral and written communication.
• Timely follow up on outstanding issues.
• Analysis, decision making and problem resolution.
• Solicits feedback on weekly job transactions.
• Participates in Strategic Account Reviews.
• Frequent communication with CRD and fellow CRMs for awareness, clarity, and coalition.
  
  

Operational Leadership

• Establishes expertise in service functions and leads the day-to-day operation in the client portfolio.
• Ensure workflow processes are updated regularly, and that employees are trained on all proper workflow procedures.
• Improve customer satisfaction through effective management of SLA’s and KPIs.
• Maintain operational oversight of the team on all shifts and ensure shift handoffs are effectively made.
• Regularly evaluate, redesign, and introduce new best practices in both services and technology.
• Develop short- and long-term goals for continual improvement.
• Demonstrate effective project management for activities within service functions.
• Ensure site is tour ready; this includes proper signage, communication board and/or binders updated, and site is clean and organized for service effectiveness.
• Works with Corporate and Account resources to complete operational audits twice per year.
• Track and submit data for account management reports.
• Participate in and contribute to leadership meetings daily, weekly monthly and quarterly.
  
  

People Leadership

• Attract, retain, manage, develop and motivate a staff for the achievement of employee health.
• With support of the CRD, hire, train and develop staff to ensure operational excellence.
• Monitor staff time and attendance, dress code, communication, and departmental work.
• With the assistance of the CRD, address human resources, performance, and disciplinary matters that may arise.
• Supports our recruiting team through the participation of interviews for top talent.
• Provides on-going performance feedback and conducts annual performance reviews including objectives.
• Prepares associates for growth opportunities and serves as a mentor.
• Encourages, recognizes, and rewards associate development.
• Determines training requirements and monitors training progress with employee base.
• Partners with CRD and People Solutions to manage all associate-related issues, policy administration, promotions, recruiting, retention, and performance counseling as required.
  
  

Job Requirements

• 3 years' experience in a leadership capacity, preferably in a high-performance service environment; previous leadership experience in 5-star service environment, hospitality/service industry experience is a plus.
• Leadership in client service; adept at managing long term client relationships and client satisfaction
• Demonstrated experience collecting performance measurements, creating dashboards, monitoring on-going performance, and managing the workforce management function.
• Strong leadership and people management skills required; proven ability to assess performance, mentor and counsel associates is essential.
• Excellent verbal and written communication skills necessary.
• Must be able to work under pressure of time constraints and be able to function in a flexible, constantly changing environment.
• Effective time management and conflict resolution skills required.
• Proficiency in using Microsoft Office and Google products and applications
• Experience working in an environment where priorities are constantly changing
• Excellent attention to detail and ability to think/work quickly under pressure
• Ability to prioritize, organize and follow up effectively.
• Ability to multi-task and process information expeditiously
• Ability to work well under pressure
• Ability to be a clear thinker, analyze, strategize, and resolve, problems, exercising good judgment
• Ability to maintain confidentiality and security of any client information.
• Displays a pleasant and cheerful disposition at all times
  
  

Opensity is an Equal Opportunity Employer.

We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Employment decisions at Opensity are based on qualifications, merit, and business needs. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination.

Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law. We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity.