The Global Client Pursuits (GCP) team's adoption of ServiceNow requires us to put an intake / workflow management team in place to acknowledge and assign all incoming requests for pitch and proposal support.
This team is responsible for a high level of assessment of the opportunity, in collaboration with Requesters, (through the use of Firm data and research tools), assignment and case management.
The team is expected to be very client service oriented which requires them to be knowledgeable about the Firm and its PGs / IGs / clients and service lines, pitch processes, and the needs of our internal stakeholders and collaborators.
Offer a dedicated first point of contact for Requesters that handles all requests and directs to the most appropriate fulfiller
In collaboration with Requesters, provide a high level of assessment for incoming requests
Serve as a point of contact should the Requester have any issues throughout the process
Assist in the improvement of quality within the service by undertaking quality assurance reviews and ensures a quality mechanism is in place
Ensure delivery of excellent customer service through fast and accurate processing of Pitch and Proposal Support requests through ServiceNow
Follow all agreed intake processes
Provide regular reporting and engage in process improvement activities and other special projects as directed by the Senior Manager - GCP, Strategy & Training
Ensure consistency of messaging, recording and reporting
Assist in creating various training programs to communicate intake processes and best practices
Minimize the burden of assignments on GCP Regional Leads by understanding the requests and how they should be addressed
Ensure capture of final records and documents for reporting purposes and confirm that all new / useful content and best practices have been captured and shared for team future use