Account Service Manager, Regional

Responsible for overall service delivery to client and assignees.

Retain ownership and oversight of day-to-day management of initiations and service operations for a portfolio of clients, providing support and guidance to Mobility teams.

For all clients, act as the client’s trusted mobility advisor and partner to proactively retain and develop client relationships.Ensure Client Manager is proactively informed of any issues as appropriate.As an experienced and senior member of the business reporting directly to the [Head of the Control Tower], this role offers an opportunity to oversee the delivery of a wide range of services to their client portfolio as well as being a contributor to support the growth of the business.

**Quality**

Principle Accountabilities
- Ensure that the client account services teams deliver services in accordance with scope, SLAs /KPIs
- Act as the point of escalation for resolving account issues to the satisfaction of the client and ensure Client Manager is proactively informed of any issues and resolution
- Ensure that resourcing on the account is managed commercially and without risk to service delivery
- Conduct root cause analysis of issues to prevent reoccurrence

**General Client Management**
- Support the optimisation of the Client Manager’s revenue opportunities for each client account
- Support Client Manager in implementing annual business development plan for client portfolio
- As directed by line manager in liaison with the sales team, proactive involvement in responding to RFPs and sales presentations for new sales prospects and contract renewals to cover service and operational aspects
- Oversight for all management reporting related to service delivery
- Drive cost and process efficiencies for client portfolio
- Conduct Quarterly Service Reviews and attend monthly internal calls with Client Manager to support them on operational issues. Ensure minimum quarterly reporting sent to assigned clients (or more frequently as implemented)
- Participate fully as accountable resource in the core implementation project team for new client implementations and existing client re-implementations as the responsible party for operational aspects of the engagement as defined in the Implementation Governance Programme
- Ensure that the client account is correctly set up on our systems and that account details/policies are accurate, up to date and maintained as required throughout the life of the account
- Become client services champion within the company to ensure service issues are dealt with effectively
- Understand all aspects of the contract and how we perform against it

**Financial Management**
- Support the Client Manager on client financial matters including forecasting for budget purposes.The role holder is responsible for meeting monthly billing and debtor collection targets
- Support the portfolio financial performance to budget for each client account and ensure Client Manager is proactively informed

**Markets**
- Undertake projects and consulting work, as requested by senior leadership
- Maintain competitor awareness and market activity understanding
- Understand the clients’ business, how our service affects it and how improvements can impact their performance
- Be comfortable in discussing wider all company product offerings to existing clients and targets

**People**
- Participate in recruitment and learning and development activities, as necessary for client account teams

**Key Competencies**
- Strong leadership skills with excellent communication skills, innovative and creative thinking, customer centric approach
- Leads by example
- Working with and delivering through others
- Team player, wiling to actively support account team and be hands-on with delivery when required
- Market Awareness and strategic thought around new opportunities
- Ability to build and maintain relationships
- Integral in conflict resolution within the organisation
- Attention to detail and timely response
- Robust follow-up on delegated tasks to ensure appropriate results
- Adherence to established guidelines and procedures
- Preferability Chinese spoken due to communication with Chinese client

**Requirements**:

- At least five years’ experience in similar account servicing roles
- At least three years’ experience of servicing large global corporate clients, covering all operational dimensions including: (Supplier management, Financial management,Global compliance)
- Educated to a minimum of ‘A’ level or equivalent, ideally with a Bachelor’s degree or equivalent experience and professional qualifications such as ATII, CRP, CIPD, GMS, etc.
- Fluency in oral and written English /Mandrian(for client in chinese market) is essential.
- Familiar with the usual Microsoft software packages
- Familiarity with assignment management software (e.g. Assignment Pro) would be ideal

**Job Types**: Full-time, Permanent

**Salary**: $6,000.00 - $7,000.00 per month

**Benefits**:

- Dent