The Role We are looking for a dynamic and self-motivated Account Director to join our Client Services team. 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: Client SatisfactionClear and transparent internal financial awarenessStrong governanceManagement of account managers (where applicable)Delivery of gross margin commitments Responsibilities Senior day-to-day client contactFinancial forecastingInput top line sales and direct costs taken from operations into contribution reporting where applicableTracking budget vs actualMonthly GM trackingFull action plans where GM falls below targetTo identify Farming & Growth opportunities and pass these to the VP Client ServicesEnsuring clear communications between the client and internal stakeholdersContractual commitments and deliverablesContract Change Notes / VariationsStrong governance - ensuring a clear audit of decisionsDriving continuous improvement agenda, working in partnership with TP Digital colleaguesOverseeing production and accuracy of MIInvoicing and accounts receivable / aged debtWorking with Operations on tactical delivery / decisions of the account runningWeekly, Monthly and Quarterly review packsDelivery of weekly, monthly and quarterly business reviewsMonthly / quarterly KSAT dip checksImplementing client account plansChange control Candidate criteria - what we are looking for: ExperienceSolid experience in client services from either an account management, operations, project management or wider outsourcing perspectivePrevious experience managing a client in this capacity, understanding their expectations, and delivering change in order to improve performanceAbility to demonstrate how you have added value to a client's business / service provision (client centricity)An understanding of the metrics used and the pricing structure in operation within the contact centre environmentExperience of financial forecasting and invoicingCompetencies and specific skillsSolid understanding of how Account Management can influence achievement of business objectivesAn understanding of how to work proactively and positively in partnership with both operations and client prioritiesExcellent professional interpersonal skills.The ability to build rapport and trust with clients and colleagues.The ability to understand and communicate client requirements with a clear, positive and customer-focused messageAbility to influence and negotiate with othersHigh level of numeracy and literacyCommitted, enthusiastic, positive, resourceful and resilient