Responsable d’unité – Relations Clients

Job Description

Responsable D’Unite Relation Client A | Confidential Employer

The Tone:
This is a full-time management role at Confidential Employer, overseeing a client relations service for our partner, BPCE. The position is critical for ensuring the effective leadership, animation, and training of a twenty-person team, guaranteeing high-quality service delivery and compliance. This role directly contributes to the development and maintenance of strong client and partner relationships.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person
• Team: Manages a team of approximately twenty client relations professionals.
• Mission: To lead, animate, and train a customer relations unit, ensuring operational excellence, compliance, and strong relationships with the BPCE partner.

What You’ll Actually Do
• Team Leadership & Development: Lead, animate, and provide training for a team of twenty client relations professionals, defining clear objectives, work methodologies, and professional skill development plans.
• Operational Planning & Resource Management: Organize the unit’s activities by elaborating schedules, managing absences and leave, optimizing human and material resources, implementing efficient procedures, and allocating resources based on workload and strategic stakes.
• Activity Coordination & Quality Assurance: Coordinate and control team activities, arbitrate priorities based on available resources, deadlines, and quality objectives, evaluate method and process quality, validate technical solutions, and contribute to technical/technological watch.
• Compliance & Performance Oversight: Supervise the control of management acts and financial movements in compliance with regulations, detect, monitor, and process sensitive cases, and ensure company commitments regarding cost, quality, deadlines, confidentiality, and security are consistently met.
• Strategic Reporting & Stakeholder Relations: Report on team results, submit proposals for improvement, adaptation, or reorganization, lead transversal improvement projects, and coordinate internal and external relations while diffusing strategic orientations and objectives to the team.

The Must-Haves
• Background: Managerial experience in customer relations, specifically overseeing a team of about twenty individuals, with a solid understanding of the service’s regulatory and technical framework.
• Experience: Proven ability to lead, motivate, and engage a team around clear objectives, manage priorities and plan activities, steer performance through KPI analysis, and effectively manage conflicts.
• Skills: Solid understanding of regulatory and technical frameworks for client relations, mastery of performance indicators and performance steering, and expertise in priority management and planning.