Account Manager

Establish the quality of service delivery across their portfolio of accounts

Implement standardized processes for all aspects of operations

Track operational controls and ensure management information reporting requirements are fulfilled

Accomplish action items from account plans

Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services

Follow delegations of authority for operations team

Partner with functional teams, adhering to appropriate corporate policies, internal controls, and reporting

Manage staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback

Promote a culture of high performance and continuous improvement that values learning and a commitment to quality

Investigate and resolve issues escalated by the portfolio client(s) and communicate significant issues to the Operations Director and client services

Have a strong knowledge clients’ businesses and the impact of our services

Manage overall performance metrics of accounts/departments against contract/target  metrics

Provide team with clear communications regarding target metrics/expectations and support their achievements

Escalate  operational, compliance and financial risk areas

Manage the selection, induction, development, retention, motivation and performance of direct reports

Establish a structured succession plan for key roles

Support new business implementation

Cascade key business and organizational messages down to the associate level, per the appropriate channels

Share knowledge, best practices and solution designs within the relevant management teams to ensure continuous business improvement

Ensure that operational processes stay within agreed upon budgets and timelines

Provide training and development opportunities and serve in mentoring role for his/her direct reports

Compilation and issue of monthly client billing

Manage staff allocation through optimized scheduling and cross-training and through fostering a strong sense of teamwork