Client Services Coordinator - Service and Support Compliance

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services Centre Philippines helps organisations optimise, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.
 

About the Role

The Client Service Coordinator – Service and Support Compliance position is responsible for overseeing Canon Oceania Customer compliance requirements. This role will support SSG to ensure Canon adheres to regulatory and customer policies related to OH&S, inductions, site access and compliance by maintaining an up-to-date, accurate customer register. They will liaise with Canon employees, business partners and third-party suppliers to minimise non-compliance and prevent risks.

Essential Duties

• Maintain records compliance in line with Canon Group Oceania privacy principles.
• Be the central point of contact for site compliance and induction activities for Canon SSG Customers.
• Maintain an ongoing register of site compliance requirements by customer and site.
• Ensure Canon Staff and Business partner records are up to date.
• Proactively monitor customer requirements and ensure the relevant staff (Canon Technicians, partner Technicians or 3rd Party Contractors) complete site-specific inductions to ensure continuity of service delivery for Canon customers.
• Supply Canon HSE materials on request to Canon customers (CoC and Safe work Method statements)
• Manage access requirements for Canon Staff and Partners via 3rd party compliance management systems.
• Work with relevant Canon departments to coordinate key information, deliver seamless processes and ensure data accuracy.
• Assist with the preparation of monthly customer compliance reporting.
• Support vendor operation responsibilities including raising invoices as required.
• Process payments where required to maintain access to induction systems.
• Support the Client Service Coordinator team and MDS customer accounts.
• Drive a professional internal and external Customer Focused’ culture within own business area and the organisation.
• Develop an in-depth understanding of the customer’s company objectives, decision making processes, in order to leverage revenue from the relationship and promote Canon as a quality outsource supplier.
• Develop thorough understanding of the Client Service Coordinators role and responsibilities, and the ability to support all tasks required to deliver Canon services.
• Develop a business plan for each account (where relevant) and communicate progress to Service and Support team.
• Establish and maintain key customer relationships through effective communication.
• Provide management of contractual and service level agreement objectives are achieved consistently.
• Assist with the preparation of monthly customer performance reporting.
• Attend key customer meetings (as required).
• Provide feedback to supervisor to ensure they are regularly updated on customer performance against KPIs.
• Oversee the effective and timely management of customer issues raised through the HSE or SSG.
• Ensure service excellence through innovation, quality assurance and business process reviews.
• Review Scorecard and monthly report monthly with supervisor.
• Develop an engagement action plan (that is reviewed and updated regularly), identifying additional actions to personally take to improve your direct reports and Account/site’s engagement index score.
• Ensure accurate invoices against customer contracts, contract variations, and additional work request obligations.
• Ensure projects are successfully implemented (including handover to business as usual).
• Work with team/s to bring innovation and creativity to their work.
• Oversee the development and implementation of operating manuals, training manuals and work instructions.
• Develop an understanding of the customer/s needs and form relationships in order to generate additional revenue.
• Initiate actions to improve own skills and personal approach.
• Work as part of ‘ONE’ Team and ensure positive, supportive, and collaborative working relationships with peers.
• Actively share and learn from the experience of others.
• Comply and drive Canon’s, and customer standards, policies and codes of conduct.
• Any other ad hoc tasks as and when required.

Qualifications

• Tertiary education
• A proven track experience in managing services/clients.
• Experience in developing effective client relationship and delivering service and contract requirements.

If this sounds like you, we’d love you to apply!

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps