2. RESPONSIBILITIES AND END RESULTS
Account Management
· Develops and maintains partnerships with clients to increase business and client satisfaction
· Functions as link between company and client
· Schedules, coordinates, and facilitates client communication
· Sustains and grows business partnerships with client by offering proactive solutions
· Identifies problems, analyses trend and implements corrective and preventive actions
· Implements business operation and service solutions utilizing the continuous improvement process
· Maintains updated client contracts by documenting changes in scope and conducting period reviews
· Prepares, implements, maintains, and reviews existing client projects
· Achieves and exceeds client service level agreements
· Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary
Team Management
· Accountable for the performance of supervisors by coaching, creating and maintaining development plans, setting objectives, 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 liaising with any remote sites and ensuring that they deliver an effective, consistent, high quality service.
· Communicates company policies
· Completes, maintains, and processes pertinent paperwork and records
· Accountable for the recruitment of staff
Financial
· 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
· Participates in creating budgets and forecasts
· Measures and tracks financial performance against forecast and budget
· Responsible for the accurate and timely invoicing of clients
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