Client Services Manager, Oil & Gas Energy

About Us
Airswift is the leading workforce solutions provider to the STEM industries. For over 40 years Airswift has been transforming lives through the provision of international workforce solutions to Oil & Gas - Energy Sectors. Today, we are an integrated team of over 900 employees across 37 countries, supporting over 8,000 contractors globally.

We are a people business – we transform lives through the world of work. We care about wellbeing, community engagement and our planet – we plant a tree for every person placed in a job globally! We have a passion for growth, including investing in the development of our people.

Role Description
The Client Services Manager will take responsibility for the health, growth, and sustainability of all accounts he/she is assigned across Airswift’s portfolio of Oil & Energy customers. This includes the satisfaction of the client, the debt stance of the client, and the discovery of current and future opportunities across the client. He/she will implement all client policies, processes, and delivery programs by partnering with colleagues for the execution of said initiatives. The Client Services Manager will work closely with the Delivery function, Service, Quality Control and Finance office functions to fully support all customer needs and report directly to Senior Client Service Manager.

We are seeking a highly skilled and experienced Client Services Manager to join our Kuala Lumpur office.


Principle Accountabilities

• Responsible for the management and sales of specifically assigned clients.
• Maintain Airswift’s current/new client and contractor base to leverage existing service lines & continue to penetrate all service lines to develop net new GP growth. 
• Responsible for developing trusted advisor relationships with key line managers, contractors, stakeholders and executive sponsors. 
• Responsible for debt resolution and coordinating with internal and external stakeholders to ensure the necessary parties have the right information to collect client debts.
• Develop and Maintain a hotlist of candidates, relative to your accounts and discipline, and proactively sell them to market daily.
• Develop vertical expertise and will be expected to become the SME in that space.
• Responsible for the interaction, training & development of the Delivery Centre to cover all client delivery needs across the Account Managers specified clients.
• Works effectively with the client to bring new requisitions, plan sourcing delivery, and facilitate job interviews and placements.
• Responsible for obtaining client work orders and new authorisations. 
• Monitor overall delivery ensuring all SLAs are met, T&Cs are executed properly and take responsibility to ensure delivery of our services according to clients’ needs.
• Forecasting client’s upcoming strategies and objectives to ensure sales and delivery models remain aligned. 
• Meet sales targets (KPIs) which are agreed with the Regional Sales Director. Monitor and review monthly sales performance against forecast.
• Developing and ensuring compliance with standardised workflows to effectively manage project delivery within the contracted scope, timeline, and cost to ensure a first-class customer experience/product.
• Communicating internally to ensure accuracy, and pricing models are adhered to and monitor consistency overall. 
• Proactively leads a joint company strategic account planning session. 
• Proactively assess, clarify, and validate customers’ needs on an ongoing basis. 
• Adheres to the local regulatory requirements and delivers to customer policy and regulatory requirements.
• Responsible for supporting Contractors and Assignees throughout their assignment from on-boarding to off-boarding. 
  • This includes all pre-access requirements, logistics, document recording, tracking of recharges, and ongoing support to queries.
• Will be the primary point of contact for all Clients and non-clients and will have the ability to drive retention and increase opportunities for referrals.
• Full adoption and maintenance of our Candidate Management System.
• Work closely with clients/line managers/HRs to understand and define job requirements, creating clear job descriptions and expectations for each role.
•  Be able to represent the recruitment function and present suitably qualified candidates back to the clients.
• Proactively utilize multiple sourcing channels (job boards, social media, networking, etc.) to find and attract qualified candidates and recruit for roles accordingly.

Skills, Knowledge, and Experience

• Accredited degree or equivalent work experience. Minimum three years with the business in a similar capacity or can demonstrate equivalent experience in a similar role.
• Travel 50% within the region may be required, to client locations.
• Ability to demonstrate client relationship skills, analyse opportunities, and qualify potential service lines and scope.
• Ability to network at a senior level.
• Understanding that the value of a good business is aligned with the company’s expectations.
• Account management experience with a proven record of providing excellent customer service.
• Strong interpersonal, communication, organisation and time management skills.
• Ability to foster teamwork when working cross-functionally.
• Maintains standards of excellence.
• Highly self-motivated and objective-driven.
• Will be keen to apply strategic vision and sales acumen to a highly challenging ‘fast growth’ style role.

Desirable

• Excellent Microsoft skills, in particular, Word & Excel.
• Adept in time management and can demonstrate structure in thinking.
• Strong demonstrable client service skills.
• Experience fostering strong client relationships.
• Proven leadership experience.
• Proven experience leading strategic projects.
• Ability to identify new opportunities within a customer.

Measures of Success

• Client quality score.
• Debt.
• Requirements added.
• Headcount growth.
• Client meetings.
• Contractor meetings.
• GP contribution.
• Starters.
• Operational excellence – 100% system usage.

What we can offer you!

• Attractive monthly base salary + competitive commission/performance bonus.
• Genuine career progression opportunities, either locally or globally!
• World-class training programmes and development opportunities.
• Virtual Onboarding Events exclusively for new hires.
• Team driven environment, supportive culture with a focus on work-life balance.
• Career breaks available after one year.
• Real time recognition through our employee reward platform.
• Mental Health First Aiders to signpost you to support when you need it.
• Yearly destination trips as part of our High Flyers program (Dubai, Buenos Aires, etc…)
• Charity days for various important causes such as Relay for Life and Earth Day.

Our Core Values:

• Growth - In life and business, one must grow to flourish and achieve high ambitions. Growth requires change, challenge, risk and sacrifice - we will always choose growth.
• Life – Above all else, we value life. The quality of life, both in and outside of work, profoundly influences our well-being and our impact on the world.
• Excellence - We deliver, holding ourselves accountable for results. Our customers see excellence in everything we do.
• Integrity - We are ethical, open, honest and authentic. People trust us to do the right thing for the right reason.

Visit our website and social media to find out more! - www.airswift.com

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Diversity & Inclusion
At Airswift, we believe that diversity is critical to our success and makes us a great place to work.  We are committed to building an equal opportunity workplace, the more inclusive we are - the better our work will be.
 

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