Client Value Consultant

3 weeks ago

Toronto, Canada Info-Tech Research Group Full time

ITRG Executive Services are on significant growth trajectory - this has created a need for a new client value capability exclusively dedicated to this team. The right individual will be a hands-on professional who has a process improvement/operations excellence background and has experience in professional services delivery. This role will be critical for us to manage service delivery quality across different service dimensions (Call quality, Client Servicing plans and overall service delivery) to directly impact our strategic focus of delivering client value at scale.

**Key Responsibilities**:
**Call Quality Analysis - 40%**
- With majority of servicing delivered virtually, the role with actively sample and listen to call recordings and monitor service delivery quality
- Develop and improve the call quality scorecards and frameworks
- Manage associated monthly and quarterly call quality reporting
- Escalate potential quality risk to mitigate any client impacts

**Client Servicing Plans and Experience Analysis
- 30%**
- Develop and manage broader quality frameworks focused on delivery of client value across the lifecycle. This includes call quality, client servicing plans, service delivery and overall effectiveness
- Navigate different sources of data - Salesforce, Gainsight, Client servicing plans, loss analysis, etc. to provide a comprehensive service delivery quality reporting
- Manage associated monthly and quarterly call quality reporting

**Content Management ~ 20%**
- Develop and Manage content related to Service Quality on SharePoint, etc.
- Manage template library for Client servicing plans - periodic refreshes and upkeep of templates in alignment with Research team and Advisory team

**Influence L&D ~10%**
- Capture best practices and gaps in service delivery quality to influence L&D training development and delivery
- Develop and Manage Playbooks on delivery excellence - co-develop the associated training content with L&D
- Track new program/initiatives rollout by monitoring and reporting associated adoption metrics

**Key Selection Criteria**:

- A former or transitioning management consultant / analyst looking to build a career in Industry or Individual with an operations/process improvement background in services industry
- Ability to put structure to ambiguous situations/ problems and solving within environment of constraints. Ability to think strategically and execute tactically
- Strong independent self-starter who takes initiative in managing their day-to-day activities
- Team player who builds rapport and relationships with extended team
- Technically sufficient and work with mínimal direction
- Strong verbal, written, facilitation and presentation skills
- Canadian industry knowledge within Professional services
- Info-Tech Research Group is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability and Veteran status and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process._

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