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Home-Based
In this role, you will be responsible for partnering with clients, driving strategic and transactional engagement throughout the lifecycle of the contract. You will focus on fostering strong relationships, enhancing client satisfaction, and improving the overall client experience.
Additionally, you will support the company’s digital transformation and global delivery model aspirations by effectively communicating with clients and gaining buy-in to continuous improvement initiatives.
With one direct report, you will also be tasked with identifying and developing opportunities for upselling and cross-selling by leveraging the capabilities of the organisation or its wider business where appropriate.
Key Responsibilities
* Review and assess the effectiveness and efficiency of existing systems, processes, and controls, and propose enhancements to improve service delivery.
* Support operations by actively managing client relationships, communicating operational changes to clients, and obtaining their buy-in when necessary. Ensure effective management and delivery of all services, and present growth opportunities to clients as appropriate.
* Ensure the delivery of agreed client and contractual expectations, while maintaining confidentiality.
* Take ownership and manage Change Control Notes or Letters of Variation for tasks carried out outside of the contract.
* Oversee and approve invoicing in line with the contract and services provided.
* Support client strategy, both short- and long-term, ensuring that all clients have account plans that are reviewed regularly (at least once per month) to identify further opportunities.
* Lead client meetings, ensuring timely distribution of papers in the agreed format.
* Lead the coordination of services into the delivery team, ensuring follow-through on actions and decisions from client meetings until completion.
* Manage rebids and contract extensions for relevant clients, ensuring these processes are completed on time and in compliance with governance requirements.
* Lead and participate in Contract Review Committees and Product Review Committees for both current and new clients (as applicable).
* Take charge of managing and resolving claims and commercial issues effectively.
* Maximise opportunities for upselling, cross-selling, or project revenue across your portfolio by engaging the appropriate subject matter experts to help develop and successfully land these opportunities.
What We’re Looking For
* An experienced Account Director with a background in financial services, outsourcing, or another regulated sector.
* Experience managing private sector accounts.
* Proven experience managing a portfolio of accounts.
* Ability to meet individual objectives and contribute to the achievement of departmental and business goals.
* Strong communication skills, promoting team collaboration and sharing knowledge and expertise with colleagues.
* A solid understanding of commercial pricing models to drive revenue growth while maintaining profitability targets.
This role offers the opportunity to contribute to the continued success and growth of the organisation, while enhancing client relationships and driving operational improvements.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Marketing Services
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