Title:  *Manager Client Management (Healthcare)

Job Summary

• To handle and monitor smooth operations of assigned 3/4PLs Clients, including handling the complaints from clients
• To handle business review meetings & act as a business partner with Clients and help for the business growth
• To build & maintain the good relationship with Clients
• Together with functional depts to obtain, maintain and develop the business for a profitable 3/4PLs
• To contribute to building the team & well collaboration with functional depts to keep our services level with clients
• To continuously evaluate the Client Services of the company and to drive the improvement of client service and of internal process together with functional depts. to reinforce the competitive edge of DKSH for retaining clients
• Proactive support for upselling VAS of the company and to closely work with BD to maximize the opportunity to expand the portfolio of existing clients and to succeed in renewal with least erosion margin
• To coordinate/interact with Local partners to optimize the support for Clients in daily operations and commercial activities 

General Responsibilities

• Manage day to day operations to ensure smooth activities to support the business growth of assigned clients.
• Lead and manage service complaints to ensure all complaints are resolved, and support Client Management team in resolving client complaints & requests as needed.
• Lead the development of workflow/processes to ensure all functions align/agree for the improvement process of the company.
• Lead the assigned team to have the best performance of Client Management
• Promote and drive the Client Call Center for service record traceability and client satisfaction.
• Ensure the compliance of standard company policies and recommend improvements to the policies/processes for operational efficiency. 
• Ensure consistent and timely distribution reports/statistics to internal and external stakeholders.
• Proactively coordinate with related functions to solve the issues raised by the clients.
• Develop and maintain good relationships with clients.
• Coordinate and cooperate with all internal teams & local partners to maintain the clients' service satisfaction levels (KPIs)
• Contribute to ensure successful renewals with clients in charge and optimize the profit for the company.
• Manage and lead the team to drive the execution of the set KPIs.
• Drive and manage the learning and development of team in the area of Client Management and DKSH behaviors to achieve team/function goals.
• Drive self-learning and improvement of Client Management and DKSH behaviors as part of continuous learning. 

Functional Skills and Knowledge

• Demonstrate strong understanding of clients' industry/business/products
• Demonstrate strong client management and communication skills 
• Proven the senior level of building relationships with stakeholders.
• Demonstrate fluency in English, both written and spoken
• Demonstrate proficiencies in office productivity tools (e.g. Excel, Word and PowerPoint)

Education

Bachelor’s degree in Business Administration, or an equivalent degree
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