Join our team in Melbourne and play an integral part in the delivery of Debt Management Services within Equifax's Collections and Recoveries Teams. As a Client Relationship Manager, you will work within a diverse and multi-skilled team, with the key objective of delivering excellent service to our clients. Each team member brings unique skills to the Collections and Recoveries team, allowing us to best support client collections and recovery goals through the use of robust data, SLA-driven service, and a collaborative approach. Your role will ensure Equifax carries out services effectively through our successful platforms and tools to achieve these goals.
What You'll Do
* Manage key client relationships and support the Head of Relationship Management in strategic client management.
* Collaborate with cross-functional teams (analysts, supplier managers, operations, IT) to deliver client products and services.
* Identify process and strategy gaps, and drive improvement initiatives, especially as it relates to customer oriented service improvements.
* Support the development of standardised service levels across the client base.
* Manage day-to-day client interactions and ensure performance expectations are met.
* Develop and deliver monthly client performance reports, including operational SLAs and incident/change request progress.
* Contribute to the development of strategic Quarterly Business Reviews.
* Work with operations to analyse client incidents and identify platform improvement opportunities.
* Bring recoveries best practices and consulting experience to enhance operational processes and platform solutions.
* Drive operational excellence through clarity, consistency, and improvement in service delivery.
* Identify and address client knowledge and support gaps, and facilitate training to maximize platform utilization.
What Experience You Need
* Minimum of 5 years of experience gained in collections and/or recoveries environment is ideal but not required.
* Experience in a B2B client services and client performance management roles.
* Strong experience in Client User experience roles with an understanding of operational processes.
* Strong internal stakeholder and external client management skills.
* Proven ability to operate independently and take initiative.
* Effective influencing, negotiation and persuasion skills.
* Strong written and oral communication skills.
* Analytical mindset and ability to project manage.
* Ability to manage internal supporting teams effectively and maintain positive working relationships with a diverse group of internal and external personnel.
What Could Set You Apart
* Client facing experience in senior advisory, consulting, operations or sales role.
* Financial services experience.
* Working experience across multiple industry sectors.
* Experience in applying project management methodologies to changes and client platform onboarding.
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