Account Manager recruitment
The Role
• Responsible for the successful running of nominated accounts
• Ensure that all internal resources are engaged and aligned to deliver a service exceeding customer expectations
• Fosters constructive partnerships with key internal contacts regionally to ensure that the required expertise and resources are available to fulfill client expectations
• Provide final decision making responsibility on all PL and commercial aspects of the account
• Provide leadership, manage and mentor the career development of delivery managers assigned to the account – conduct performance reviews, etc.
• Actively seek opportunities for the growth and development of business
• Manage key internal processes – financial, legal, HR
• Full responsibility for the PL of the account
• Continuously improve the margin of account Communicate cost and value benefits to customer e.g. benchmarking
• Manage/monitor variations that have cost impact
• Ensure timely invoicing and accurate/full recoveries
• Actively work with delivery teams to reduce costs and expenditure
• Constantly review delivery model for service efficiency
• Work with delivery management for demand planning in the event of significant changes to contract
• Apply and provide commercial and finance risk management strategies to customer accounts and processes
• Develop cost and pricing models for new and renewal contracts with commercial, legal, and delivery teams
• Participate in compliance and quarterly audits
• Oversee rigorous governance and SAS compliance where appropriate
• Implement any corporate (financial, accounting) pricing policy
• Conduct financial reporting
• Coordinate all levels of customer satisfaction: develop and implement customer surveys; conduct strategic customer satisfaction interviews
• Develop and deliver regular reports on performance to clients internally (senior executives)
• Take accountability for Service Level Agreements with the customers and in conjunction with the Service Delivery Managers, the Operational Level Agreements
• Co-develop SLA’s and OLA’s annually or at contract review
• Manage contract scope and any variations
• Review outcomes of monthly operational reviews with Service delivery organizations
• Take accountability for all customer issues to satisfactory resolution
• Act as 1st point of contact for client and follow up on any client issues
• Develop and implement continuous improvement program to enhance service delivery to accounts
• Develop Key Account Development Plans (KADP)
• Sponsor alliances/partner briefings with the client
• Research industry and technology trends and promote alternatives to customers
• Develop new product/service lines to expand company account
• Coordinate all sales activity across regional offices
• Act as SME for bids and business development opportunities
• Maintain corporate repositories of all account decisions, actions and communications
• Source thought leadership in HR and outsourcing
• Develop creative and innovative service offerings and solutions
• Manage and optimise the contract renewal process
• Manage sales and approval processes – salesforce.com, presales, PAB’s.
• Understand all company service portfolio to maximize value in contract negotiations
The Person
Degree from recognized university in IT or Business Administration or related discipline
• Minimum 5 years client management experience (experience and knowledge in HR consulting will be highly favourable)
• One who appreciates evolving HR technologies and industry trends
• Possess good understanding of financial management principles and understanding of good governance
• Experience and understanding of the account lifecycles
• Proven track record in managing customer relationships, demonstrating professional consulting and relationship management skills
• Experienced in building and sustaining networks of contacts and relationships across and within organisations
• Demonstrates a good financial understanding and experience of managing budgets
• Demonstrates a high level of competence in communication leadership and proactive management
• Prepared to work in a professional and consultative manner with clients and have a creative approach to problem solving
• Keen to act in a business projects role and be focused on delivering business benefits than delivering technical solutions
• Prepared to be challenged and stretched continually and have a continuing desire for growth and development
• Self-motivated, independent, pleasant, with good communication skill and able to communicate effectively at all levels
• Good command of written and spoken English
Kindly send in your resume in word format to linda.tan@bgc-group.com
Your interest will be treated with the strictest of confidence and we regret that only shortlisted applicants will be notified.