Title:  Manager Client Management

Manage assigned client accounts with full ownership of relationships, performance, and governance to ensure smooth business integration, operational excellence, and sustainable business growth.

The role is accountable for delivering high-quality client experience, driving structured performance management, leading value-based business discussions, and positioning DKSH as a long-term strategic partner.

General Responsibilities:

• Own end-to-end client relationship management, acting as the single point of accountability for assigned client accounts.
• Lead business integration for new clients, ensuring readiness, governance setup, and smooth transition into operations.
• Manage client exits or scope changes in a structured, risk-controlled, and professional manner.
• Establish and maintain effective governance structure including operational reviews, tactical meetings, and management business reviews.
• Lead structured Business Review Meetings (BRMs) with clients, providing:
  - Clear performance visibility against KPIs and SLAs
  - Insight-driven analysis and root-cause assessment
  - Action-oriented improvement plans
  - Forward-looking recommendations
• Gather, analyse, and report operational and commercial results against agreed service level agreements.
• Act as escalation owner for client operational issues, ensuring timely resolution and preventive follow-up actions.
• Balance client advocacy with internal governance and compliance requirements.
• Drive cross-functional coordination to resolve complex operational and service challenges.
• Identify opportunities for continuous improvement, process optimization, and service enhancement.
• Explore organic growth opportunities within existing clients in partnership with Business Development.
• Support contract renewal processes through performance storytelling, data-driven insights, and value articulation.
• Act as the front-line DKSH representative to client management teams and key stakeholders.
• Escalate risks, issues, and decisions to senior management with clear analysis and recommended options.

Leadership Responsibilities:

• Lead, coach, and develop the Client Management team to deliver consistent, high-quality outcomes.
• Set clear expectations on ownership, accountability, and professional standards.
• Drive execution of team and functional goals in line with business priorities.
• Develop team capabilities in client communication, performance analysis, and business storytelling.
• Promote structured thinking, continuous improvement, and learning culture.
• Role-model DKSH behaviours and leadership principles.
• Drive self-learning and continuous improvement in Client Management best practices.

Job Requirements:

Functional Skills and Knowledge

• Strong understanding of healthcare client industries, business models, and operating environments.
• Proven client and stakeholder management skills, including engagement with senior management.
• Strong ability to analyse operational and financial data and translate it into meaningful business insights.
• Demonstrated project management and coordination capabilities.
• Sound commercial acumen with understanding of cost, margin, and contractual implications.
• Excellent communication skills, both written and verbal in English
• Strong presentation and business storytelling skills.
• High proficiency in Microsoft Excel, PowerPoint, and Word.
• Ability to operate effectively in cross-cultural and multi-country environments.

Soft Skills

• Strong ownership mindset with accountability for outcomes.
• Structured, analytical, and solution-oriented thinking.
• Ability to influence without formal authority.
• Comfortable operating in complex and ambiguous environments.
• High resilience, adaptability, and professionalism under pressure.
• Strong interpersonal and collaboration skills.

Education

• Bachelor’s Degree/ Diploma in Business Administration or equivalent.

Work Experience:

• Minimum five (5) years’ experience in client management, account management, or related roles.
• Minimum three (3) years’ experience in a managerial or people leadership capacity.

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