Account Manager
2 weeks ago
Description
:CLIENT SERVICING & OPERATIONS MANAGEMENT
Manage and oversee the site operations, ensuring all SLAs, contractual requirements and client expectations are met Demonstrate a full understanding of the client contract and ensure updates are made in a timely manner Build and maintain strong client and team relationships; regularly meet key client contacts, provide fast turnarounds to requests and work collaboratively to achieve goals Manage local vendor relationships and contracts, where applicable Ensure all operating procedures, processes and manuals are up-to-date and always adhered to Advise and support the client and team on daily matters with clear communication, applying examples of best practice Encourage teamwork; drive change and ensure all staff members strive to achieve client satisfaction Maintain effective communication with the Regional Account Director at all times. Escalate promptly when required Proactively identify opportunities for service enhancement and client value-addLEADERSHIP, TRAINING & DEVELOPMENT
Lead client and staff meetings as appropriate Manage staff, using ‘lead-by-example’ approach and assist with any role when necessary to ensure client service expectations are met Resolve disciplinary issues in a timely and legally compliant way Foster a positive, cohesive, collaborative, and team-oriented work environment between staff members of both intra- and inter-office departments Prepare and conduct employee evaluations and development planning Maintain site employee capability matrixFINANCE
Prepare monthly site invoices, gross margin template and payroll Process related service providers invoices Review and question monthly profit-and-loss and balance sheet statements Perform regular salary and equipment benchmarking against other sites, competitors and countries Prepare responses to Requests for ProposalsOTHER GENERAL DUTIES
Assist with hiring, training and development of staff and foster a collaborative team-oriented work environment Prepare and assist with employee evaluations and disciplinary issues Manage and deploy overflow/temporary staff, ensuring site is adequately staffed at all times, including providing ample coverage onsite Maintain confidentiality and exhibit professional decorum at all time All other duties assignedKey Requirements :
5+ years' comprehensive outsourced operations experience preferred 5+ years' experience in a leadership role Proven experience in growing account(s) under direct management Strong client service, negotiation and communication skills Detail oriented with the ability to prioritise and handle multiple tasks in a demanding, time- sensitive environmentHigh level of competency in MS Excel, Word, PowerPoint and management tools e.g. Workday-
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