Account Manager

Williams Lea is a leading provider of business process outsourcing services and technology solutions to corporations across Australia. As such, we pride ourselves on our outstanding reputation for delivering excellence

We have an exciting opportunity available for an Account Manager to join us. This position is full time Monday to Friday regular office hours with flexible working conditions. 

About the Role:

The successful candidate will be responsible for the team management, operations performance and client service.

Responsibilities: 
Client Service & Operations Management 

· Ensure site operations are meeting required SLAs, contractual requirements and client expectations

· Demonstrate a full understanding of the client contracts and ensure updates are made in a timely manner

· Build and maintain strong client and team relationships; regularly meet key client contacts, provide fast turnarounds to requests and work collaboratively to achieve goals

· Manage local vendor relationships and contracts, where applicable

· Ensure all operating procedures, processes and manuals are up-to-date and always adhered to

· Advise and support the client and teams on daily matters with clear communication, applying examples of best practice

· Encourage teamwork; drive change and ensure all staff members strive to achieve client satisfaction

· Always maintain effective communication with Business Director. Escalate promptly when required

· Compile and present on-time and accurate monthly and quarterly information reporting

· Proactively identify opportunities for service enhancement and client value-add

· Prepare and manage client invoicing, payroll, budgeting and finances effectively

· Review and question monthly profit-and-loss and balance sheet statements

Leadership, Training & Development

· Lead client and staff meetings with confidence and knowledge

· Hire, lead, motivate, train, evaluate and retain team members. Identify, encourage and develop future leaders through robust development and succession planning

· Manage staff using a ‘lead-by-example’ approach; be prepared to assist with any role when necessary to ensure client service expectations are met

· Ensure the team is optimally staffed at all times

· Delegate whilst also being willing and able to ‘pitch-in’ with operations where appropriate

· Foster a positive, cohesive, collaborative, and team-oriented work environment

· Prepare and conduct regular employee evaluations and development planning

· Work with HR to resolve any disciplinary issues in a timely manner

· Demonstrate cross-cultural awareness and sensitivity

Corporate & Compliance

· Always exhibit professional decorum

· Ensure strict compliance with processes, procedures and policies, particularly relating to the confidentiality of client and Williams Lea information

· Network with other Account Managers in Australia to share ideas and best practices

· Keep up to date with Williams Lea news and policies; understand, enforce and communicate to the team

About You:

Experience & Characteristics Required:

· 3+ years' experience in a leadership and operations management role

· Strong client service, negotiation and communication skills

· A high level of competency in MS Excel, Word, PowerPoint

· Detail oriented with the ability to prioritise and handle multiple tasks in a demanding, time- sensitive environment

· An understanding of risk and compliance requirements within the banking industry

Ability to manage remotely and work from different locations as required