This Sunday March 8th is International Women's Day, a day when countries all over the globe celebrate the achievements of women. As part of our celebrations we have been interviewing women across the OASIS Group to find out a little more about them and the challenges they face in their roles.
The first in a week long series we sat down with Jennifer Rosney, Senior Client Care Manager based in Swords Ireland.
What is your professional background?
I have a qualification in Sales, Marketing and PR, combined with French as a specialist subject. I’ve always enjoyed the French language, food and culture. So, I combined this with areas of business I have an interest in. I enjoy communication, writing and interacting with people.
I worked for many years as a C-Level Executive Assistant in the Pharma and Construction Industries, supporting Managing Directors in 2 different roles, eventually branching out into Office Management/Customer Service roles and from there, progressed into a Call Centre Management role in the Motor Industry and on to my current role as Senior Client Care Manager with OASIS Group.
What does your role entail?
My role with OASIS has a very broad spectrum. I have responsibility for supporting the implementation of the Group’s Client Care Strategy and for directly managing and developing the Team Members and day to day services of the Client Care Team, with a view to consistently achieving service levels. I liaise with a number of key departments in the business namely; Operations, Compliance, Finance and Marketing almost on a daily basis, from a client, BAU or order processing perspective.
I am responsible for the first point of contact order processing Team. We currently work through and have touch points on circa 4,000 cases per week across the UK, Scotland, Northern Ireland and ROI Regions. We service archiving requests on behalf of some very high-profile clients across many diverse industries such as Hospitals, Solicitors, Legal Firms and many well known Banks.
I am actively involved in the delivery of a seamless client experience and work very hard to identify areas for improvement and optimisation within the Client Care Team and beyond.
What has been the single most significant development to impact your profession or area of business during your career and why?
The single most significant development for me is 2-fold. It would be the upgrading of our CRM Platform to its current functionality and level of reporting and the deployment of our state-of-the-art telephony system.
We are the voice of the client and these platforms now allow us to report on what our clients are saying to us, or asking of us, in a measured way making it very easy to identify patterns and trends and to make business critical decisions as a result.
What does ‘Collective Individualism’ mean to you? Either in general or when thinking about OASIS Group.
Collective Individualism for me means that we all have a personal or individual goal and a specific area of focus in OASIS Group. However, at the end of the day, we are or should all be working towards the greater good of the business and that of our client base.
It’s how cohesive we are as individuals and that internal harmony which feeds into a collective understanding of our business, of our clients and of their needs, that ultimately help improve business efficiencies, increase client satisfaction and improve our overall viability as a business in a competitive industry.
Is there anyone (male or female) that inspires you in your career?
I think I’d have to say my Dad. He was an entrepreneur for a long number of years, working his way up from a Logistics Manager role in his early 30’s with a leading multi-national to Managing Director of his own business.
He is retired now, but I can still recall witnessing his drive and passion to succeed but also his fairness as a Manager. No one person has the right to make another feel inferior.
Whether they are the MD or the cleaner. That’s my mantra as a Manager and I hope my Team would say the same. Be fair but make the tough decisions, fairly! If you earn the respect of your Team and in turn respect your Team, success will come a lot easier.
Finally, what piece of advice would you give to young women starting their careers in your profession, either within this industry or in general?
Strive to arm yourself with as much knowledge as possible in terms of how your business integrates client archiving data, understand as much about client inventories as you can, learn about how your business onboards clients, how they speak to clients and at least once a month, visit a Record Centre within your company to understand their challenges.
Follow your gut and if in a Management role; LISTEN!
Tomorrow we will be speaking with Nicola Simpson, Group Compliance & Audits Manager so be sure to check back.