Overview
The Role
We are looking for a dynamic and self-motivated Account Director to join our Client Services team. This role will be focused on the Department for Work & Pensions (Targeted Case Review). The Account Director will be responsible for driving client quality and continuous improvement, while expanding existing client relationships. The role will involve ensuring clear communications between our clients and Operations, delivery of governance communications, and delivery of weekly, monthly and quarterly business reviews.
Ideal candidates for this role will be flexible with changing and challenging workloads, and be able to demonstrate success in managing a client in this capacity, understanding their expectations, and delivering change in order to improve performance. Applicants should be able to demonstrate solid experience within client services, from either an account management, operations, project management or wider outsourcing perspective.
Essentially, the Account Director will be responsible for ensuring our clients receive all the services we are contracted to provide and is accountable for:
1. Client Satisfaction
2. Clear and transparent internal financial awareness
3. Strong governance
4. Management of account managers (where applicable)
5. Delivery of gross margin commitments
Responsibilities
6. Senior day-to-day client contact
7. Financial forecasting
8. Input top line sales and direct costs taken from operations into contribution reporting where applicable
9. Tracking budget vs actual
10. Monthly GM tracking
11. Full action plans where GM falls below target
12. To identify Farming & Growth opportunities and pass these to the VP Client Services
13. Ensuring clear communications between the client and internal stakeholders
14. Contractual commitments and deliverables
15. Contract Change Notes / Variations
16. Strong governance – ensuring a clear audit of decisions
17. Driving continuous improvement agenda, working in partnership with TP Digital colleagues
18. Overseeing production and accuracy of MI
19. Invoicing and accounts receivable / aged debt
20. Working with Operations on tactical delivery / decisions of the account running
21. Weekly, Monthly and Quarterly review packs
22. Delivery of weekly, monthly and quarterly business reviews
23. Monthly / quarterly KSAT dip checks
24. Implementing client account plans
25. Change control
Candidate criteria - what we are looking for:
Experience
26. Solid experience in client services from either an account management, operations, project management or wider outsourcing perspective
27. Previous experience managing a client in this capacity, understanding their expectations, and delivering change in order to improve performance
28. Ability to demonstrate how you have added value to a client’s business / service provision (client centricity)
29. An understanding of the metrics used and the pricing structure in operation within the contact centre environment
30. Experience of financial forecasting and invoicing
31. Competencies and specific skills
32. Solid understanding of how Account Management can influence achievement of business objectives
33. An understanding of how to work proactively and positively in partnership with both operations and client priorities
34. Excellent professional interpersonal skills.
35. The ability to build rapport and trust with clients and colleagues.
36. The ability to understand and communicate client requirements with a clear, positive and customer-focused message
37. Ability to influence and negotiate with others
38. High level of numeracy and literacy
39. Committed, enthusiastic, positive, resourceful and resilient