Account Manager

Job 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-add 

LEADERSHIP, 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 matrix

FINANCE

• 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 Proposals

OTHER 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 assigned

Key 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 environment High level of competency in MS Excel, Word, PowerPoint and management tools e.g. Workday