Senior Manager Client Services

Job Overview

This role involves leading client services operations across the UK, Africa, and the Middle East, focusing on delivering ERP, HRP, client training, and integration services. The position emphasizes enterprise-level client management, escalations, operational oversight, and ensuring consistency, quality, and efficiency in service delivery while collaborating with global leadership.

Responsibilities

• Lead and manage client services operations across South Africa and the UKIA region, acting as the regional anchor for operations spanning UK, Africa, and the Middle East.
• Support the Executive Director in implementing global client service strategies and align regional operations with business objectives to drive client satisfaction, retention, and revenue growth.
• Oversee HRP, ERP, client training, and integration teams to ensure projects are delivered on-time, within scope, and aligned to client expectations.
• Drive operational efficiency, standardization, and process improvements across the region, while monitoring client satisfaction and addressing issues proactively.
• Serve as the executive sponsor for key clients, own escalations for enterprise-level service issues, and collaborate with account managers and project leads to maintain a client-first approach.
• Participate in global leadership meetings and virtual collaborations across time zones, establishing regional KPIs for service quality, client satisfaction, and operational efficiency.

Qualifications

• Experience managing enterprise clients, cross-regional teams, and complex service delivery environments in a global framework.
• Seasoned services leadership with expertise in enterprise-level client management, escalations, and operational oversight.
• Ability to work across different time zones with international partners, leveraging team technical expertise without requiring deep hands-on system knowledge.
• Strong focus on process excellence, client satisfaction, and enterprise outcomes in delivering ERP, HRP, client training, and integration services.