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    Senior Account Manager - Birmingham, United Kingdom - Intelligent Office

    Intelligent Office
    Intelligent Office Birmingham, United Kingdom

    Found in: Talent UK C2 - 3 days ago

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    Full time
    Description

    Senior Account Manager

    Salary: £55,000 dependant on experience

    Location: Midlands with UK wide travel

    Contract: Permanent

    Work model: Client site with occasional work from home

    Shifts: Monday Friday 9:00am – 5:30pm

    We are seeking an exceptional Senior Account Manager to join our team

    Williams Lea is the leading global provider of skilled business-critical support services to financial, legal and professional services firms.

    Built on a strong heritage, great client relationships and a talented team, Williams Lea is the trusted global outsourcing provider to clients in highly regulated environments.

    Williams Lea serves clients in 20 countries across four continents and has 7,000 employees worldwide.

    Purpose of role

    The Senior Account Manager is an operations leader who will communicate a vision for how Williams Lea best serves our clients across national or multiple service offerings, and who empowers and enables their team to bring that vision to life. They would be responsible for maintaining excellent day to day communications with client. The role focuses on executing service delivery, delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team growth and development.

    Key responsibilities

  • Customer & Account Leadership –*Manage relationships with clients by ensuring a high level of customer satisfaction*Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making*Solicit feedback from clients (client outreach) regularly*Educate clients on Williams Lea services already provided and those available through strong sense of the client's business and the impact our services may have on their success*Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – escalate opportunities to manager
  • Financial and Contractual Management*Review monthly P&L and submit necessary changes to financial analyst*Review all labor allocations; manage over-time and time-off to avoid non-billable charges*Create and distribute monthly invoice, ensuring it meets contractual requirements*Participate in the budget process; ensure all operational processes are managed to timeline and budget
  • *People Leadership – develop a highly functioning client team*Responsible for full employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management*Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary*Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development*Foster cross-training and a sense of team work to optimize client service delivery
  • Operational Leadership – ensure account meet or exceed client expectations*Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance*Ensure Engage is implemented and utilized by team according to best practices*Understand how Engage operates, the data it requires and generates.*Utilize Engage output for client reporting at an expert level and use data to manage team, workflow, quality and individual performance*Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; timely resolve issues escalated by the client*Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly
  • Financial and Contractual Management*Review monthly P&L and submit necessary changes to financial analyst*Review all labor allocations; manage over-time and time-off to avoid non-billable charges*Create and distribute monthly invoice, ensuring it meets contractual requirements*Participate in the budget process; ensure all operational processes are managed to timeline and budgetParticipate or lead due diligence, implementation (people, process, technology) for new business within own client account(s); participate on other or new client accountsAdhere to Williams Lea policies in addition to client site policies

    • Personal attributes

  • A Bachelor's degree or equivalent experience is required
  • Over 6 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 resolved poor client, service or contract performance or difficult situations, or have improved or sustained satisfactory contract performance
  • Excellent client service skills with a service-minded approach toward the client
  • Proven experience in the delivery and management of complex or multi-service solutions for clients
  • Minimum of four years of successful financial management; demonstrated record of managing day-to-day and strategic decisions that impact P&L
  • Able to make independent financial decisions for scope of responsibility
  • Minimum of four years people management experience supporting employee lifecycle from onboarding to offboarding; use of manager self-service systems and experience with centralized HR functions
  • Able to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfaction
  • Attention to detail with demonstrated organizational skills
  • Must be able to meet deadlines and complete all projects in a timely manner
  • Able to handle sensitive and/or confidential documents and information
  • Able to make independent decisions that conform to business needs and policy
  • Must be able to interact effectively with multi-functional and diverse backgrounds
  • Able to work in a fast-paced environment
  • Must be self-motivated with positive can-do attitude
  • Intermediate to expert level Microsoft Office skillset

    • Sound good so far? Then this is the perfect position for you and you are just the individual that we are looking for

    REWARDS & BENEFITS

    We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

  • 25 days holiday plus bank holidays
  • Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV's, laptops and computers or household appliances.
  • Life Assurance
  • Private Medical Insurance
  • Dental Insurance
  • Health Assessments
  • Cycle-to-work scheme
  • Gym memberships
  • Referral Scheme

    • You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects

    EQUALITY & DIVERSITY

    The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a "protected characteristic" in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

    If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at .

    Please note: Due to the high volume of responses received for this role we will not be able to contact all applicants directly. If you have not heard from us in four weeks, please consider your application unsuccessful.

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