Client Services Manager

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.

Essential Duties

• Act as the customer’s representative into the Canon processes in a seamless manner, working with the relevant departments and third parties to maximise customer satisfaction during all Managed Document Services (MDS) phases.
• Delivery on all elements of the Canon MDS Agreement, actively involved in the implementation of the customer fleet through coordinating the efforts of Canon Business Units.
• Ensure all MDS contractual SLA’s are delivered and provide performance reporting to the customer.
• Ongoing management of the MDS customer account as well as Continuous Service Improvement (CSI) analysis and implementation of improvements to ensure sustained customer satisfaction.
• Grow account revenue, including service revenue, for nominated MDS accounts
• Grow account profitability through service optimisation initiatives
• Work collaboratively with internal and external customers to achieve outcomes
• Where applicable Implement customer satisfaction surveys
• Understand our customer’s business needs by listening and communicating openly
• Develop and maintain a Personal Development Plan that clearly shows commitment to individual learning and skill development related to the position
• Develop and maintain effective and strong relationships between all Canon Business Units, Canon Business Partners and Third Parties
• Demonstrate Canon leadership behaviours and San-ji Spirit, and lead by example
• Contribute to process improvement projects

Qualifications

• Minimum of 2 years relevant professional experience in technical support or customer service
• Tertiary qualifications in Business Management or equivalent.
• Proven client services management and service delivery experience in corporate / government environment
• Experience in project management methodology to deliver and manage agreed outcomes
• Experience in change management and application of methodology to communicate operational and behavioural changes
• Proven ability to meet targets and deadlines effectively across multiple simultaneous projects
• High level of business and organisational understanding, as applied in the managed services environment
• ITIL Foundation Certificate in IT Service Management – Desired Criteria

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