Senior Client Relations Officer I  

Summary of Work Activities and Responsibilities:
The Senior Client Relations Officer I is responsible for establishing and implementing service level agreements, as well as fostering and maintaining client partnerships within the University community. The position will directly communicate, collaborate, and act as liaison with the stakeholders/clients and the different CFMO groups in addressing and managing operational concerns and issues efficiently.

Main Duties and Responsibilities:
I. Service Levels Development and Management
• Keeps abreast with trends and changes happening in and outside the University
and determines how it affects the Office and contributes to its overall delivery of
services
• Benchmarks best practices and conducts research on current trends and
standards affecting the work of the Office

• Facilitates the process of identifying stakeholder requirements, determining trends, areas for improvements and modifications that may provide better service to the clients
• Designs, implements, and monitors CFMO’s systems, policies, and procedures pertaining to service level metrics in collaboration with the different CFMO groups
• Conducts needs assessment to navigate technical and non-technical concerns,and utilizes data gathered in recommending possible solutions or initiatives for clients
• Determines possible root causes which contributed to the non-achievement of deliverables or non-compliance to service level agreements

II. Client Partnership

• Partners with clients by understanding and addressing their needs, providing proactive solutions that meet present and long-term needs
• Collaborates with clients/stakeholders and with the different groups in CFMO in order to provide in-depth assessments vis-à-vis technical approaches and methodologies
• Monitors the concerns of the clients/stakeholders through the established queuing system, and ensures that they are regularly updated on the progress of their requests
• nvestigates concerns and escalations and proposes preventive mechanisms and/or risk mitigation
• Establishes metrics and quality measures with the clients/stakeholders to determine the progress of the solutions or initiatives offered while regularly checking, monitoring, and evaluating the progress and achievement of agreed deliverables and timelines

III. Administrative and Section Management Support

• Drafts and institutionalizes CFMO-client progress reports, draft debriefs, and kick-off decks, and submits them to the Director for review and approval
• Performs administrative tasks and other operational aspects essential to service level management and expectations
• Conducts strategic assessment and evaluation of the Office’s processes,programs, and initiatives, ensuring continuous improvement, maintenance and adjustment in program and service delivery

IV. Performs other duties as may be assigned by the immediate supervisor, or
any authorized representative.

Knowledge, Skills, and Abilities:

• Technological Savvy: Ability to utilize information technology and computer and internet systems to accomplish tasks
• Systems Thinking: Ability to see interconnections and relationships of systems and processes and requirements
• Needs Assessment: Ability to conduct needs assessment, which includes data gathering, data analysis, and assessments to determine best course of action
• Quality Management: Thorough knowledge of quality assurance standards,methodologies, tools, applications and databases; ability to influence people to take a quality perspective and facilitate change
• Communication Skills: Excellent written and verbal communication skills; Excellent

Education and Experience Requirements:

• Bachelor’s Degree graduate in Architecture, Civil Engineering, Electrical Engineering, or Mechanical Engineering
• At least three (3) years of related work experience; experience in client relations vis-à-vis facilities management
• Experience in academic setting is an advantage writing and copy-editing abilities; Ability to understand and write basic communicationplans and strategies
• Interpersonal Skills: Ability to work and relate with teams; Comfortable withcommunicating/dealing with big groups and the public
• Coordination Skills: Ability to proactively coordinate, mediate, and manage actions in relation to others
• Negotiation Skills: Ability to handle concerns and negotiate with clients to maintain partnerships
• Organization and Prioritization of Work: Ability to effectively plan and coordinate the delivery of required outcomes, according to importance and urgency; keen to details
• Critical Thinking and Problem Solving: Ability to identify an issue or problem, framing it as a specific question to get into the root of the problem, and evaluating information relevant to the question, then integrating information to develop a solution
• Technical Knowledge: Knowledge of laws, legal codes, government regulations,executive orders, policies on public safety and security which the University needs to comply with (e.g. during construction projects)