Location Hong Kong
Consultant Mike Lam
Date posted 15 March 201841 Connaught Road Central Hong Kong Robert Walters Hong Kong
A world renown company looking to add a headcount to their team.
Establishes, builds and maintains contact with clients in order to facilitate a positive and productive long-term relationships. The role is responsible for the sale of Broadridge services to new business clients in the Hong Kong
Support and add to the Sales Strategy Plan. Identify prospective new clients in the HONG KONG Region via industry events, cold calling Support and contribute to the Sales Action Plan Maintain and Monitor a sales pipeline report for tracking of sales life cycle for new clients Support and own elements of the sales process, typical activities to include: Involvement in initial contact and prospect qualification Management of presenting the service offering to identified prospects Participation in set up and execution of requirements/scoping meetings Assisting with formal responses to any client generated RFPs Negotiation and agreement of contract pricing Obtaining due diligence documentation from prospective clients Managing the prospect through internal due diligence approval processes Working with the legal department to agree and sign contract Working with the conversions team to ensure the successful go-live of new client Managing the handover of new clients to the account management team Maintaining appropriate records of all prospecting and sales activity. Representing Broadridge at seminars, trade shows and industry events as appropriate Any other duties as reasonably required
Demonstrates in-depth experience with the full spectrum of customers and customer service options. Reviews considerations for practices on customer interactions across geographies and cultures. Discusses considerations for matching customer needs with types of interactions needed. Participates in evaluation and selection of automated self-service tools for customer interaction. Compares and contrasts the cost and benefits of alternative tools for customer interaction. Plays a leading role in defining practices and policies governing customer interactions.
Problem Management Process
Demonstrates in-depth experience with organization and process design for a support centre. Contributes to best practices for effective problem resolution process. Stays abreast of industry and marketplace experiences, vendors and tools. Leads in formalizing of linkages to other processes and providers. Discusses industry benchmarks as compared with those of own organization. Designs innovative process flows for providing a full spectrum of support services.
Customer support policies standards and procedures
Evaluates public and private sector standards and impact on organization. Takes a leadership role in developing policies and standards for a major function. Consults on development and implementation of cross-functional standards. Ensures communication vehicles for informing affected areas and personnel. Monitors organizational and functional adherence as part of risk management. Determines and negotiates policies for guidelines and standards.
Customer Support Operations
Monitors and communicates changing business and customer needs; provides operational response. Devises and implements client service and quality management strategies. Plays a leading role in implementing and measuring improvement initiatives. Monitors industry trends and marketplace experience with call centres and call centre operations
Oversees client reviews to clarify expectations and discuss actual service delivery. Coaches others in the value, issues, and methods of client partnerships. Collaborates with client in discerning client business trends and their implications. Maintains status information on major developments in client or partner environment. Creates perception as being a key business partner in pursuing common business objectives. Fosters a climate conducive to establishing positive working relationships with outsiders.
Understanding the business of Broadridge
Describes in detail the full spectrum of major products and services. Monitors the structure, operation and key players of all major business segments Consults with and advises all major functions. Promotes desired culture and associated best practices. Works to ensure organization's position in the industry and marketplace. Discusses organization's experiences, history and industry reputation.
Project Management / Client Initiative
Plans, estimates, staffs, organizes and manages multiple projects. Articulates requirements and communicates expectations of both business and technical clients.
Demonstrated ability to meet and/or exceed annual sales quotas The capability to build a pipeline; effectively forecast and meet quarterly quota assignments. Candidates must have excellent knowledge of the brokerage industry, specifically back and middle office operations, and must be able to quickly learn the details of our core offering, sufficient to drive client interest, grow pipeline and close sales Ability to initiate, develop and maintain relationships both externally and internally Ability to apply consultative sales approach to problem solving with prospective clients Excellent presentation and communication skills Ability to work in a fast-paced, high pressure environment Proven sales hunter and closer (Aggressive is a very male orientated word, I prefer proven). Experience of MS office suite required Very detail orientated ability to multi-task and excellent follow-up skills. Proven proficiency in maintaining clients, high client satisfaction results and overall client advocacy.
Ability to travel (10%) Excellent written and spoken English. The ability to speak Mandarin would be useful in this role.