Ben Liu on Mastering Client Relationships & Contract Management at Infitecs

Today, we're sitting down with Ben Liu, a Contract Management Services Manager at Infitecs.

We'll dive into Infitecs' culture, Ben's leadership style, and his strategies to ensure client satisfaction. We'll also explore how Infitecs' presence in China influences its approach to contract management and what sets them apart in a competitive market.

Let's get started!

How does Infitecs' culture support the development of strong client relationships, which are crucial in your role?

Ben: In a culture where the company treats its people the right way, you get a sense of doing the same for your clients, caring for them, and putting their needs first. We value coordinated communication and good performance, which is essential in building strong client relationships.

In your experience, how does Infitecs ensure its values translate into providing 'strong and competent services' to our Blue Ribbon clients?

Infitecs is a company that promotes quality services for its clients. We hire people that resonate with this and have the right qualifications.

Everyone works to ensure we always deliver solid results within the agreed timeline.

We also implement a reward system and ensure staff with the best performance and contribute most are adequately compensated for their efforts.

As a manager of the Data Administration Team, how do you foster a sense of ownership and accountability among your team members?

I ensure my team members understand that they are providing a meaningful service to our client and that their work is of the utmost importance to our client's operations. In addition, assigning the right projects to each team member that match their unique skillset is paramount. Everyone has responsibilities to fulfil, and we collaborate towards a common goal. We also welcome feedback about their roles in our annual reviews.

Can you share a specific instance where you had to navigate a challenging client request or issue and how your management style helped you resolve it?

I believe a supportive relationship goes both ways. There was one time when our client took in a difficult client, and there were issues with the property management.

I engaged directly with our client on every level of communication as they required and worked together to ensure we delivered at the end.

Situations like this prove that we are here to help.

Building 'trustworthy and prospering relationships' is central to your role. How do you ensure effective and transparent communication with our Blue Ribbon clients?

I listen to client's needs and make sure we are on the same page about each single task. I share project progress with them and communicate with the most effective channel to flush out any roadblocks.

What strategies do you employ to proactively anticipate and address client needs, even before they are explicitly expressed?

I get to know some key contacts on a personal level. It is a good way to gather information before they are announced publicly.

I also watch for signs and read between the lines in client's communications.

This is a great exercise for more context and filling in the missing links on the current project.

How does your role as a Contract Management Services Manager contribute to Infitecs' broader vision and strategic objectives?

Currently, I'm leading the biggest team in the company and the biggest account. We aim to retain our current arrangement with our client so Infitecs can stay in a stable position; in the meantime, we are also looking out for opportunities to expand into more venues.

From your perspective, how can 英可思 continue to enhance its contract management services to stay ahead in the market?

We have the ability to quickly adapt to any new system our client is trying to implement and learn brand-new processes. The flexibility keeps us afloat during hard times (think COVID-19) and makes us an invaluable and obvious choice when there are new market opportunities. We also watch our competitors and industry trends closely.

How does Infitecs' presence in China influence its approach to contract management, particularly with international clients?

As Chinese people are traditionally good at nuances, we are better equipped to interpret details in each unique contract.

We also pay better attention to the inner workings of the client's ERP.

In recent years, a growing population of locals has been able to speak English. This also gives us an edge over other markets.

What are some of the unique cultural or business considerations you take into account when working with international clients?

The basic rule, no matter where you are from, is to respect their person and their time. Treat others how you want to be treated and be efficient at what you do. We are also aware of our cultural differences and each other's customs so we can work with them.

What initially attracted you to Infitecs, and what has kept you engaged with the company for over a decade?

I was initially drawn to Infitecs as I'm comfortable with data work and because of the company's established structure. Over the years, I have enjoyed the many benefits and rewards here and also bravely embraced the challenges.

Infitecs encourage team leaders to develop paths that suit their strengths and personalities.

I'm lucky to have worked with many wonderful people and different accounts and grown so much from a newbie.

Outside of work, what are some of your passions or interests that help you maintain a work-life balance?

I'm not a very outdoorsy person. I'm an avid gamer. I also love working with various puzzles, which keeps my brain sharp. Music and movies are also a big part of what I enjoy outside of work. They are also a great way to hone my English skills.

#contractmanagement #clientrelationships #leadership #Infitecs #ChinaBusiness #BPO