Enterprise Client Service Manager

About the role

The Enterprise Client Service Manager will lead a team of service relationship consultants to deliver exceptional client experiences for business customers. This role is responsible for ensuring service optimisation, SLA compliance, and contract adherence while driving client retention and growth.

Key responsibilities

• Manage and coach the service relationship team to minimise cost‑to‑serve and maximise profitability.
• Ensure delivery against agreed SLA’s, contract deliverables and accurate client reporting and billing.
• Conduct regular CSAT surveys and monitor client satisfaction metrics.
• Collaborate closely with Account Management to improve delivery effectiveness.
• Oversee escalation processes, track escalated issues and ensure timely resolution.
• Maintain operational excellence through accurate performance reporting and optimal service organisation structure.
• Update and maintain client‑centric tools, systems and processes across all channels.
• Drive continuous improvement of client service models to align performance with client expectations.
• Manage the operational budget and ensure compliance with governance and control measures.

Required profile

• Proven leadership experience in managing client service or relationship teams.
• Strong understanding of SLA management, contract compliance and service optimisation.
• Ability to analyse performance data and drive continuous improvement.
• Excellent communication and stakeholder management skills.
• Experience in budgeting, governance and operational excellence.

Required skills