Senior Manager - Client Experience
Employer · VISTRA
Other professional services managerDepartment manager
Office and call centre supervisorFull-timeBudapest
We have an exciting opportunity for you to join our team as Client Experience Senior Manager. Reporting to the Head of Client Experience, this full time, permanent position can be based in Budapest and offers global coverage, allowing you to make a significant impact on our Client Experience business and its growth.
Tasks
- Oversee regional opportunity identification and referral, guiding Managers and Associates to connect client needs with relevant Vistra solutions
- Partner with Account Managers to translate regional service trends, client pain points and operational risks into insights for account planning and business reviews
- Lead Client Experience input into strategic account RFPs
- Serve as the senior-level contact for the most complex and highest-value client relationships
- Lead senior client governance forums and quarterly business reviews
- Act as the senior escalation authority for Managers and Associates across regional client portfolios
- Drive regional continuous improvement through process workshops, retrospectives and implementation of approved changes
- Implement the global SLA framework across the region, deploying defined targets, measurement methods and reporting structures
- Oversee periodic audits of regional team outputs to assess adherence to quality standards
- Produce consolidated regional performance reports for senior leadership using agreed dashboards and KPI definitions
- Oversee regional team capacity and resourcing to maintain operational continuity and consistent service delivery