Senior Account Manager

Job duties■ (* denotes an “essential function”) § *Establish the quality of service delivery across their portfolio of accounts§ *Implement standardized processes for all aspects of operations§ *Track operational controls and ensure management information reporting requirements are fulfilled§ *Accomplish action items from account plans§ *Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services§ Follow delegations of authority for operations team § *Partner with functional teams, adhering to appropriate corporate policies, internal controls, and reporting§ *Manage staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback§ Promote a culture of high performance and continuous improvement that values learning and a commitment to quality§ *Investigate and resolve issues escalated by the portfolio client(s) and communicate significant issues to the Operations Director and client services§ Have a strong knowledge clients’ businesses and the impact of our services§ *Manage overall performance metrics of accounts/departments against contract/target metrics§ Provide team with clear communications regarding target metrics/expectations and support their achievements§ Escalate operational, compliance and financial risk areas§ *Manage the selection, induction, development, retention, motivation and performance of direct reports§ Establish a structured succession plan for key roles§ *Support new business implementation§ Cascade key business and organizational messages down to the associate level, per the appropriate channels § Share knowledge, best practices and solution designs within the relevant management teams to ensure continuous business improvement§ Ensure that operational processes stay within agreed upon budgets and timelines§ Provide training and development opportunities and serve in mentoring role for his/her direct reports§ Compilation and issue of monthly client billing§ *Manage staff allocation through optimized scheduling and cross-training and through fostering a strong sense of teamwork
Job qualifications§ A Bachelor’s degree or equivalent experience is required§ Over 5 years’ experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment§ Demonstrated record implementing solutions that have permanently resolved poor contract performance or difficult situations§ Excellent client service skills with a service-minded approach towards the client§ Proven experience in the delivery and management of complex multi-service solutions for clients § Minimum of two years of successful financial management; understanding of how day-to-day and strategic decisions impact P&L