Business Relationship Senior Manager

Overview

Position

Business Relationship Senior Manager

Job Code

Reports to

Director of Client Services

Direct Reports

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Division/Section

Business Solutions – Client Services

Department

Department of Deputy CEO

Sector

Job Family

Role Purpose

The Business Relationship Senior Manager will own the end-to-end relationship with selected Clients. This is a crucial role, as Client Services is committed to delivering the best quality services and support to our Clients (Executives) and Customers (End-Users), and the role is at the front and centre of this effort, with oversight on selected issue resolution

The role of Business Relationship Senior Manager sits within the Client Services team in the Business Solutions department, reporting into the Director of Services

NEOM Business Solutions is an entity that represents multiple Corporate Function services provided to all internal departments within NEOM company, as well as the increasing amounts of NEOM Subsidiaries, Joint Ventures, Regions and Sectors that are being established. The Corporate Function services currently offered are back-office support from People Services, Procurement, Finance, Legal, Marketing, Communications and Corporate IT

Key Accountabilities & Activities

Business Relationship Management

• Oversight of the Business Relationship Management team. Ensuring the effectiveness and success of the function, including mentoring and support of all team members
• Oversight of all Business Relationship activities, being the key point of contact for the Client and Customers with Corporate Services
• Ownership of the Service Agreement between all Corporate Functions and the Client
• Ownership of reporting of SLAs to the client, gathering feedback, relaying to the relevant Corporate Functions, and tracking enhancement approach
• Liaising with Reporting Senior Manager to ensure Corporate Function Reporting is appropriate for Client Meetings and Interactions
• Liaison with the functional Business Partners to understand any operational challenges. Providing feedback to functional leaders and the transformation team on areas for enhancement
• Regular interaction with key clients and customer business functional and corporate management, including participation in Quarterly Engagement Meetings, to gauge their opinions on services, how they are being supported today, and identifying how they may require additional support to them in the future
• Ensuring that all Client Reporting is of a high quality
• Ensuring all relevant Client and Customer interaction is actively tracked in SalesForce CRM Tool. Ensuring full leverage of the tool to assist in effective Client Management activities
• Management of multiple Client Accounts (dependent on size / complexity / business maturity)
  
  

Planning and Strategy

• Ensuring the successful growth and establishment of the BRM capability, adapting and developing advanced strategies to handle changing organisational and client needs
• Services innovation champion, identifying key strategic opportunities with the Client where Corporate Functions could offer additional services or products, and liaising with Operational Heads
• Relaying key corporate strategic directional information back into the Client Services and Corporate Functions teams to improve and enhance our business development offering
• Liaise with CX Team on Client Surveys and participate in Close The Loop Teams, acting as the Voice Of The Client
• Develop, implement and update targeted Client Development Plans and oversee their implementation to take part in the realization of the envisioned future of NEOM
• Lead the team to provide expert input to further develop and implement the Business Relationship Management strategy to ensure a strategic and comprehensive delivery of expert services, systems and outcomes in support of NEOM’s vision
  
  

People Management

• Lead and instill a culture of Customer Excellence within the Business Relationship Management team
• Demonstrate an agile, flexible and proactive attitude within the working environment embracing NEOM’s values
• Drive and ensure team growth and developing all team members
  
  

Background, Skills & Qualifications

Knowledge, Skills and Experience

• Minimum 10 years of Experience of Business Relationship Management activities
• Minimum 7 years of having worked in a Shared Service Organisation, or within a related service-industry environment
• Strong experience of MENA region preferred
• Demonstrated Leadership of teams to achieve effective strategic goals
• Ability to work effectively in a complex and changing business environment
• Very strong all-rounder with ability to manage multiple customers across different industry sectors
• Excellent understanding of back-office functions
• Ability to liaise with Senior Client Business Leads to understand their operational and strategic needs and proactively identify business development opportunities
• Experience in Customer Sales environment would be preferred
  
  

Qualifications

• Minimum Bachelors Degree at reputable University
  
  

COMMUNICATION - MAIN STAKEHOLDERS

Internal

External

• Director of Client Services
• Operational Function Heads
• Functional Business Partners
• Client Reporting Senior Manager
• Subsidiary Activation Senior Manager
• Business Relationship Management team members
• Senior Client Management (both strategic and operationally focused)