Manager/ Sr. Manager, Client Excellence, Transformation Leader

Austin, TX, United States

GLG is the market leader in delivering knowledge and expertise on demand around the world.  We would like to redefine how we deliver our products to our clients and ensure we are developing the best practices, processes, and performance management in this regard from around the globe.  

Our Client Excellence Team effectively serves as an internal performance transformation engine to conduct analyses and engineer solutions that will drive business performance.   

We are looking for talented individuals that have a consulting background, especially those with experience in service operation performance transformations, that can join this team and help design the future processes with supporting analysis that will drive GLG performance. This background is particularly relevant given the type of process by process design work that is required. 

This role will be based out of Austin, Texas with travel around the world to other offices as appropriate.

We hope you’ll join us!


Job Summary

This role will be primarily responsible for analyzing and development solutions of future state service operating model, which are to improve the level of Client Service across all of GLG’s Client Solutions teams (over multiple years). To do so, the team will have to design and develop best practices by performing Client Solutions Roles, observing Client Solutions Professionals, and collaborating closely with Technology and Platform Strategy teams to understand implications on workflow.

The team will then be expected to design and develop these best practices accounting for various needs by Client Segment and geographies and develop a solution for them.  The team will need to closely collaborate with Client Solutions Leaders globally to ensure that there is alignment around these practices and processes.  As best practices are developed, the team will work to develop new training materials and distribute these materials globally, but with a focus on the major location in Austin.   

In addition to defining best practices, the team should also work closely to develop procedures to ensure that performance remains at desired levels (e.g., checklists, certifications).  In some cases, the team will perform the certification itself and in other cases the team will work with existing Client Solutions Professionals, or potentially work with India based portion of the Platform Strategy and Analytics team to review.

Additionally, as we recognize that the organization does not currently meet the standards that we aspire to meet, this team will be instrumental in engineering technology-based solutions to systematically improve performance.  The team will need to design the exact shape of these engagements, but we envision 4-6 weeks of closely working with ~3 team leaders.  During these assignments, the team will not only coach tactically against best practice, but also seek to improve performance across higher order skills e.g., intake, user engagement and cross-sell.

Finally, over time this team should provide an objective perspective on the Service level across multiple areas, developing both against objective criteria and providing subjective assessment, while identifying practical opportunities for engineering of technology-enabled solutions and improvement.

This role will be responsible for develop successful technical and technology-enabled implementation of the team’s agenda.  This role will also be a trusted partner of Global Heads of Client Solutions, Segment Leaders, as part of Platform Strategy & Analytics (GLG internal consulting).

Responsibilities include (but are not limited to):

  • Serve as the key point person and liaison to our business in Americas, especially Austin, Texas
  • Develop best practice procedures (e.g., Search, publish, Check-In, Team Boards)
  • Develop new or existing training materials that explain logic behind process design approach
  • Develop and execute quality procedures and checklists with supporting engineering flows/logic
  • Design and develop coaching methodologies to your own team and to ETL and Pod Leads
  • Collaborate closely with Client Solutions leaders, especially change champions, e.g., the WF3 team to develop and engineer materials to improve performance
  • Design and execute data analysis to support key hypotheses that are developed
  • Report on business unit performance against desired levels of performance (develop and engineer reporting standards)
  • Be a confidential thought partner for Client Solutions Leadership on various topics (e.g., incentives, KPIs, organizational structure)
  • In spurts, perform in the role of a Client Solutions Manager of ETL to stay up to date on tools and processes that may require engineering solutions in the future
  • Uphold the highest levels of confidentiality as the team may have access to individual performance or unannounced policies or procedures
  • Willingness to travel extensively overall, as required to manage work across global organization

Required Skills:

  • Fluency in English
  • Minimum of 2-5+ years of consulting experience at top Firms (Deloitte, KPMG, Accenture, Bain BCG, McKinsey) with top quartile performance
  • Experience leading large scale client service organization performance transformation efforts
  • Comfortable with using data and analytics to drive process improvements
  • Exceptional previous performance as a solo performer; very comfortable in the weeds
  • Consistent record of upholding professional standards (e.g., GLG compliance)
  • Exceptional verbal and written communication skills
  • Strong interpersonal skills and the ability to deliver feedback

 

About GLG / Gerson Lehrman Group

GLG’s platform connects business to expertise for smarter, faster decisions. Our clients rely on GLG’s 650,000+ member-experts and 1,800 employees around the globe to provide 24/7 insight and exceptional service within a rigorous compliance framework. Visit www.glg.it.

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EEO Policy Statement
Gerson Lehrman Group, Inc. (“GLG”) is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, race, religion, color, marital status, disability, gender, national origin, sexual orientation, veteran status, or any classification protected by federal, state, or local law.