Multichannel & Operations – Customer Management Team

Personal Profile:

·         Twelve to eighteen months experience gained in management consulting at a Senior Manager grade level, or alternatively, or equivalent within the Customer Services function of major company

·         Proven track record of directing and leading the full project lifecycle and/or programme management in a consulting environment with direct responsibility for at least 8 personnel

·         Ability to successfully manage and influence project financials, with experience of large budgets (e.g. up to £2m)

·         Experience of influencing stakeholders and sponsors, demonstrated by interpersonal excellence with all levels of seniority including up to board level

·         Ability to deliver a distinct and compelling point of view about the customer to senior executives during sales and delivery presentations

·         Proven leadership capability, evidenced by coaching, mentoring and advising others - both internal and client teams

·         Proven eminence in the customer services field, with a record of delivering high-profile and complex change

·         Strong business transformation skills with a track record of successful change delivery in challenging environments

·         Solid analytical skills with the ability to interpret and 'make the complex simple'

·         Leadership (with demonstrable results) in the areas of: practice growth, high performing teams, professional ethics, risk management, methodology creation, commercial development or knowledge management

·         Ability to bring buyer-level client relationships and a strong and consistent network into Deloitte through deep account/client experience and focus

·         Understanding of the disciplines outside of Consulting (tax, audit, corporate finance) that can be delivered by a professional services firm such as Deloitte

Relevant Customer Services Skills and Experience:

·         Specialism and experience in at least one  of the following domains of Customer Services:

·         Customer service design and implementation e.g. customer experience, target operating model, process re-engineering, organisational models, customer-management technologies

·         Contact Centre management and optimisation including technology, telephony, process, agent performance, SLA development and outsourcing

·         Self-service solutions such as natural language speech recognition, on-line and mobile solutions

·         Social media as an enabler to customer service

·         Operational analytics e.g. performance and quality management or speech analytics

·         Service-based and hosted multi-channel software solutions (e.g. Siebel, MS Dynamics, Genesys, Workforce optimisation) 

Industry Specialism:

Candidates for Senior Manager grade positions should be able to demonstrate a deep understanding, and consistent track record, of working with clients in any one of the following industry sectors: 

Other Requirements:

·         A university degree or equivalent from a reputable university is essential for this position

·         Candidates must be fully flexible in terms of assignment locations as these roles may involve periods of time away from home during the week on short notice

·         Documentary proof will be required from all candidates to confirm they are legally entitled to live and work in the UK

November 14, 2012 • Posted in: General

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