About SYKES
In an age of faster technology and expanding communication channels, customers are becoming more and more digitally connected, yet even more distanced from the brands they choose to support. SYKES supports the full customer lifecycle with its offerings and strives to help people one caring interaction at a time, truly creating trust between brands and their customer base.
Elevator Pitch Description
As a Company of People Serving People our account management functions are at the core of our day to day operations. The Operations Director will lead, manage and develop the Account Management Team focused on delivering agreed financial, client, customer and employee satisfaction performance.
Reporting into the Country Director and working closely with the regional and global strategic management.
Key Responsibilities
- Financial: meet the financial revenue and gross profit targets, as per the plan; forecast accurately quarterly variations
- People Management: develop a learning and development culture where teamwork, empowerment, and trust are encouraged; meet the retention and staff satisfaction targets
- Client Management: generate a strong focus on client satisfaction and revenue development through targeting and measuring team performance on business protection and growth; meet the client satisfaction targets
- Operational Management: ensure that the resources available (staff, equipment, information etc.) are deployed to optimize productivity and minimize waste; meet the KPIs and service levels agreed with the clients
Are You Up for the Challenge?
Do you have a proven track record of…
- Leading and supporting the execution of programs and long-term plans in a global environment?
- Pro-actively translating business needs into operational solutions?
- Using your strong personal and interpersonal competencies to generate action?
- Making fact-based decisions and deriving creative solutions for operational and people challenges?
- Building trust and credibility between your department and internal/external clients?
- Being able to interact effectively with all levels of the company including executive leadership?
Ethics and Security 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 always encouraged to observe the highest standards of professionalism and are expected to adhere to the Sykes Code of Ethics and Standards of Integrity
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.