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Vacancy Details

Customer Service, Call Centers & Languages

Customer Meeting Service Manager - Cork

Contract Type: Permanent
Location: Cork
Date: 24/05/2018
Job Reference: 95460

Job Description

Contact: Jenny Dore
Telephone: 086 0449371

Customer Meeting Services Manager

Our client, a leading pharmacutical company in Cork is currently looking to recruit a CMS Manager for their site.

What will I be doing
  • Fully responsible and accountable for the management of a team of 10-12 CMS team members, including associates, analyst and senior analysts.
  • Ensuring all key performance metrics are achieved and exceeded and working closely with team members to address any underperformance.
  • Lead Stakeholder Management with corresponding Hub manager in local affiliate, ensuring a One Team culture and approach.
  • Maintaining a high performance culture and ensuring that our customers (HCP's) are at the centre of everything we do through monitoring of Customer Satisfaction results and Service Level Agreements.
  • Ensuring HCP Contracting to Payment and HCP Meeting Support processes are followed and that compliance and legal frameworks are adhered to.
  • Assigning day-to-day activities to the team and general team resource planning, managing absence, holidays etc.
  • Execution of internal controls and compliance measures and address any concerns
  • Manage relationships and deliverables from multiple outsourced third party providers
  • Escalation point for GBS operational issues for supported affiliates and HCP customers
  • Lead and implement process improvement projects and optimization opportunities across CMS and the wider business
  • Work closely with the other CMS Managers to ensure consistency in service delivery, share best practice and support the attainment of our core objectives

What do I need
  • Strong Leadership skills and people management experience
  • Extensive experience of coaching and developing a team of 10+ employees to succeed
  • Experience of leading a team across a multichannel customer contact environment
  • Experience of developing talent and succession planning
  • Customer centric focus with experience of delivering world class service
  • Excellent stakeholder management skills with the ability to form strong relationships with internal and external parties
  • Experience working in fast paced, dynamic and complex shared service centre
  • Experience of working within a regulated environment
  • Experience of leading cross functional projects and continuous improvement activities
  • Any European language - Desirable
  • Experience of leading multilingual teams - Desirable
  • University Degree, ideally within Business, Marketing, Accounting or related fields

For further information on this CMS Manager role in Cork please contact Jenny Dore on 086 0449371 /

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