Strategic Client Services Leader

14 hours ago


Mississauga, Ontario, Canada KUBRA Full time
Job Overview
KUBRA is in growth mode and currently seeking a Strategic Client Services Leader to join our Data Analytics Team.

What You Get to Do Every Day
As a Strategic Client Services Leader, you will be responsible for leading the development and execution of strategies to enhance our client service operations and elevate our overall customer experience. This role involves overseeing the delivery of excellent service, managing client relationships, and driving continuous improvement in service quality and efficiency.

  • Strategically and tactically lead, enhance, and strengthen the overall relationship with clients and customers across all interaction touchpoints.
  • Champion Client Services team initiatives, including Client Support, Quality Assurance, and Critical Incident and Problem Management.
  • Lead initiatives for continuous improvement of stability, reliability, efficiency, and security through governance, audit, and certification.
  • Drive the transformation of client support operations by implementing innovative technologies, processes, and best practices to streamline operations and improve efficiency.
  • Provide strong leadership and mentorship, fostering a culture of excellence, collaboration, and continuous learning.
  • Implement processes for gathering, analyzing, and acting on customer feedback to drive improvement and innovation in products/services, processes, and policies.
  • Define and track key performance indicators (KPIs) for incident and problem management and Client Support, and report performance to senior leadership and clients.
  • Analyze performance data to identify trends, issues, and areas for improvement, ensuring proactive measures are taken to prevent recurrence of incidents.
  • Build a self-help driven support team to efficiently handle a growing and engaged client and customer base, utilizing data analytics and customer feedback insights.
  • Maintain professional and technical knowledge by attending management-focused training sessions and educational workshops; reviewing professional publications; establishing networks; and benchmarking best practices.
  • Act as an escalation point for client support teams and manage a team of dynamic pool support managers, ensuring effective resolution of client issues and concerns.


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