The Account Manager is charged with achieving high quality of service across the regions, meeting the pre-agreed business plan deliverables and ensuring key operational performance metrics are met. Maintaining strategic partnerships with key linkages, identifies the business needs and opportunities globally, establishes priorities, and allocates people and financial resources to the client to maximize client satisfaction.
Ensure the successful deployment of initiatives and drive savings as agreed with the client.
Plan, assign and direct workflow.
Drive the Service delivery strategy and its execution and be accountable for the contract and its performance, retention, customer satisfaction and reviewing expansion opportunities.
Create sustainable customer value loyalty.
Effectively manage technology to ensure delivery of quality availability.
Ensure focus is given to quality in all interactions with the client.
Ability to move the client globally to the next level of service excellence.
Consistently improve quality metrics month to month.
Be the senior management point person for the client on Service Delivery issues / escalations and take accountability to remedy any service failures.
Lead, motivate, develop, and attract talent.
Transform the quality service delivered to the client through innovative change management ideals and inspiring communication.
Work with project groups to fix broken processes.
Manage profitability & support management of productivity effectively.
Support end to end process re-engineering in collaboration with colleagues.
Deliver on global operating efficiencies by eliminating non value adds.
Planning programs from the beginning and implementing them after approval.
Meeting quality of service & performance targets in the most cost effective manner.
Coordinate between the different departments.
Increase the efficiency of the department.
Influence vendor relationships.
Solve various problems that arise through the day.
Encouraging & actively supporting cross functional communities to act in the best interests of the business and its customers.
Enable a feeling and environment of empowerment.
Promoting cross functional working which embraces joint accountability.
Positively driving change in the way decisions are made by proactively challenging the established mindset.