Vacancy details

JOB TITLE:                Account Manager, Account Operations

REPORTS TO:           Senior Account Manager, Site Operations

1.         PURPOSE OF JOB

The Account Manager plans, coordinates and directs the service delivery for one or more Client accounts.  They ensure that Client and end customer satisfaction levels, as well as SYKES’ profitability goals are achieved and maintained. In addition the Account Manager will develop and maintain partnerships with clients to increase business and Client satisfaction.

2.         RESPONSIBILITIES AND END RESULTS

Account Management

·      Ensures SYKES’ business alignment to Client’s overall service strategy and requirements

·      Acts as the primary interface between SYKES and Client department(s)

·      Schedules, coordinates and facilitates client communication

·      Implements business operation and service solutions utilizing the continuous improvement process

·      Achieves and exceeds client service level agreements

·      Identifies problems, analyses trends and implements corrective and preventive actions

·      Develops and maintains partnerships with Clients to increase business and client satisfaction by offering proactive solutions

·      Maintains updated client contracts by documenting changes in scope and conducting period reviews

·      Prepares, implements, maintains and reviews existing client projects

·      Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary

Team Management

·      Translates Client requirements into effective goals and objectives for the local level SYKES team(s).

·      Ensures the team(s) has/have complete awareness and understanding of all SLA's, KPI's and business objectives.

·      Accountable for the performance of Team Leaders / Supervisors through setting objectives, coaching, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making

·      Accountable for the identification of training needs of the team, for fulfilling those and ensuring a development plan is in place for a successor

·      Accountable for liasing with any remote sites and ensuring that they deliver an effective, consistent, high quality service.

·      Completes, maintains and processes pertinent paperwork and records

·      Accountable for the recruitment of staff

·      Communicates company policies

Financial

·      Creates budgets / forecasts and tracks financial performance against plan

·      Responsible for the accurate tracking of costs related to, or billable to, the client

·      Responsible for ensuring that all related prices, costs etc are kept up to date

·      Responsible for the accurate and timely invoicing of clients

3.         COMPETENCES

Meet Clients Needs

·      Seeks feedback from clients to identify improvement opportunities

·      Tracks performance against client’s requirements, using existing tools, ensuring that client’s metrics are met.

·      Understands and anticipates client’s requirements, expectations, needs and priorities.

·      Creates systems and processes that make it easy for clients to do business with the company.

Establish Relationships

·      Relates to others in an accepting and respectful manner regardless of their organizational level, personality, or background.

·      Maintains positive relationships even under difficult or heated circumstances.

·      Leaves others feeling better after interacting with them.

·      Expresses own viewpoints tactfully to avoid creating unnecessary conflict

Manage Execution

·      Conveys clear expectations for assignments.

·      Juggles many priorities and competing demands for one's time.

·      Delegates assignments to the lowest appropriate level.

·      Monitors progress of others and redirects efforts when goals/standards change or are not met.

Show Drive and Initiative

·      Sets high standards of performance for self and others.

·      Puts in extra effort and work to accomplish critical or difficult tasks.

·      Does not easily give up in the face of unexpected obstacles.

·      Tackles tough challenges or problems quickly and directly.

Develop Others

·      Makes accurate evaluations of people's capabilities and fit.

·      Provides accurate helpful feedback to others on their performance.

·      Adjusts the type of direction and support they provide an individual based on the individual’s ability and willingness on the task.

·      Helps others identify and prioritize their development objectives.

Use Financial Data

·      Makes prudent decisions regarding expenditures.

·      Draws accurate conclusions from financial and quantitative information.

·      Accurately forecasts costs and revenues.

·      Summarizes and uses financial performance data to provide useable feedback and clearly communicate results.

4                EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED

·        Educated to at least HND level or equivalent qualification

·        Demonstrable experience in the customer service industry for two years a at management level.

·        Excellent communication skills in both written and verbal English.

·        Previous responsibility and accountability for Profit and Loss, including the preparation of budgets, contractual pricing and business plans.

·        Experience in working to, achieving and exceeding client expectations, KPI’s and Service Level Agreements.

·        Analytical skills:- the ability to identify problems, collect data, establish facts, draw conclusions and provide solutions.

·        Experienced in the use of MS Office:- MS Word, MS Excel and MS PowerPoint as a minimum.

·        Self-motivated with a vision of continuously adding value to customers and clients.

·        Client management and relationship experience.

·        Proficiency in another Western European language is an advantage

5.         SECURITY COMPLIANCE

Employees are required to maintain compliance with SYKES safety, security, and privacy programs.  Responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.

6.         ETHICS COMPLIANCE

SYKES is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies.  Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to SYKES policies on ethics and integrity.

Hours of Opertion - candidates must be flexible around 8am - 8pm and work occasional weekends as required