Client Partner Vice President, BFSI

Get to know Alorica:

Consumer expectations for great service are rapidly evolving with a growing expectation for more options, ease and effectiveness in every brand interaction. In today’s ultra-competitive market, providing insanely great customer experiences (CX) is what turns customers into brand loyalists. And that’s what Alorica specializes in. We’re a global leader in designing digital CX solutions that truly make lives better. Through effective customer service and support at every touchpoint—across voice, digital and back office—we deliver the speed, convenience and personalization that customers demand from brands they trust across a multitude of industries. Leveraging innovative technologies including digital assistants, intelligent automation, and a comprehensive analytics suite—we support the world’s most respected and innovative brands with the best talent and processes to create memorable experiences. We provide a host of world-class services—strategic consulting, customer care, financial solutions and digital services that are customized to our client’s needs across the Fortune 500 to digital pioneers within the communications, finance, fintech, healthcare, retail, and technology vertical markets. 

The company was founded in 1999 and is headquartered in Irvine, California with locations in North America, Central and South America, India, AMEA and Asia.

Summary:

This role will be a member of Alorica’s Client Partner team and provides end-to-end strategic business consulting, product solutions, and relationship management for key clients. Evaluates and leverages global client performance trends to meet and exceed client expectations through the efficient coordination of resources across the enterprise.

The successful candidate will have a strong understanding of industry drivers and of new economy players – including what drives motivates their success and future industry outlook. The individual will have strong business acumen to plan business development, business communication skills to involve in strategic discussions, technical background to facilitate solutions design, operational excellence to execute and work with internal teams, and excellent communication skills to influence clients. In addition, candidate must be highly collaborative, innovative, customer centric, and bring a structured approach. Candidate must be self-driven and assertive. 

Job Functions:

• Oversight and responsibility for relationship development and cultivating new business opportunities with key clients within the assigned vertical or strategic account to expand revenue - 50%
• Provide leadership in managing the client relationship process and working across multiple internal departments - 50%

Key Job Responsibilities:

• Expand the depth and breadth of our global revenue with existing clients in assigned vertical or strategic account.
• Align overall Corporate strategies with clients to maintain and expand revenue.
• Collaborate with Operations and clients to develop new services and/or increase market share with existing clients. 
• Provide leadership for cross-departmental teams on all contract renewals, negotiations, and client proposals.
• Develop and introduce solutions based on understanding of client’s business issues.
• Manage and develop relationships between Alorica and assigned client(s), ensuring achievement of client performance standards and consistency in operations across all sites.
• Serve as liaison between assigned client(s) within the vertical and operations ensuring all performance issues are appropriately escalated and resolved through the implementation of action plans and/or process improvements.
• Collaborate with Operations and the Data Analytics team to create work strategies based on the performance trends observed in all available reporting according to segmentation standards.
• Provide data analysis and reporting of client performance and trends to business leaders to ensure goals and objectives are met and ensuring favorable client rankings are achieved.
• Create and maintain business ramp up/staffing plans for new business, increased market share in existing business, or moving of business from one site to another with Operations.
• Partner with Operations to develop and implement internal operations and back-office processes for clients to ensure compliance with contractual requirements for work standards and reporting. 
• Create, maintain and work with Operations to implement action plans based on strengths and areas of opportunity in performance/quality for managed clients with input and feedback from Operations.
• Coordinate processes with all functional groups to