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

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

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