General
The Senior Account Manager will be able to demonstrate exceptional experience in people management, process implementation and ownership of day to day operations across. This will include experience delivering both Hard and Soft FM Services to high profile clients. A thorough understanding of M&E service delivery and Statutory Compliance is essential.
They must be an exceptional communicator that will be able to manage multiple stakeholders, across differing accounts and locations, maintaining the highest levels of service at all times. A Senior Account Manager is ambitious, self-driven, professional and the hardest worker in the room. This role will report in the Pareto Associate Director.
Pareto look for the most vibrant, exciting, enthusiastic candidates. We want team members to be outgoing, customer focused, always willing to help and always willing to own challenges to completion. All team members need to be team players, who will always go above and beyond to achieve. They will always say yes and will always support both Pareto and the customer in every action.
Key Duties
* Responsibility for day to day operations for one of our key accounts across multiple sites. This will include direct ownership and delivery through direct reports.
* Full understanding of all operations delivered within area of responsibility.
* Management and development of all key stakeholder relationships, including regular and ad hoc meetings.
* Completion of management reports as required for both clients and Pareto.
* Take an active role in strategic reviews in order to drive the strategy of each contract.
* Ensure that all base services defined within the contract specification are delivered without exception.
* Act as the senior point of decision making for the team and a key point of escalation for clients.
* Completion of all HR related tasks for direct reports, including appraisals, salary reviews and disciplinary procedures.
* Ensure core sub-contractors are managed effectively, ensuring they are operating in line with their specifications and delivering value for money.
Additional Important Areas:
Health & Safety Management
* A thorough understanding of Health & Safety requirements to ensure compliance across the operating portfolio at all times in line with company standards.
* Conduct regular audits to ensure Statutory Compliance is maintained.
* Ensure the delivery of all internal processes that relate to the Health & Safety of Pareto Employees.
* Operate as part of the Senior Management Team in the handling and review of Incidents & Accidents.
* Operate as an integral part of the Pareto internal audit process.
* Act as a point of contact for External Auditors as required.
Service Delivery
* Lead the operational and strategic delivery of facilities management contracts.
* Develop strong relationships with clients and Pareto FM teams.
* Responsibility for financial performance of each contract, inc. Monthly Invoicing activities.
* Focus on innovation in service delivery and exceeding customers contractual requirements.
* Oversee and, where necessary, lead the management of projects.
* Ensure regular reporting and review is in place for all accounts in area of responsibility.
* Utilise and Deliver Key Account Management practices.
* Ensure the Renewal process is proactively delivered with area of responsibility, inc. review of costings and any contract amendments prior to final sign off.
* Communication of any contract changes to the Senior Team and monitoring contract spend against budget.
* Management of medium to large Projects, inc. cost build ups and program timelines.
* Act as a Superuser for a defined system used within the company.
* Manage relationships with significant subcontractors.
* Act as part of the OOH call out / response process.
People Management
* Line Management of a defined team of direct reports.
* Communicate effectively in both written and verbal format to ensure that your team are clear about our expectations.
* Monitor and support all disciplinary and absence processes in line with Pareto policy.
* Ensure regular site visits are in place to drive team engagement.
* Operate as part of the new starter process, particularly meeting every new team member face to face within their first month.
* Review all Exit Interviews and make recommendations.
* Ensure performance management processes are delivered, inc. Appraisals, setting objectives and managing challenges & issues.
* Monitor Overtime, Expense & Mileage levels and approve claims within area of responsibility.
* Support the development and delivery of the company’s training approach.
* Perform final stage interviews where required.
* Identify high performing team members and seek to apply reward & recognition processes where appropriate.
* Operate as part of the Pareto Mentoring Program
Client Liaison
* Be the key client contact point for all issues
* Provide regular formal and informal client communication
* Facilitate weekly/monthly/quarterly client meetings as required
* Write client reports as required
* Minute client meetings
* Be a trusted source of innovation for the client in service delivery
* Support larger scale strategic projects with clients as required
Essential Criteria:
* Suitable, recent and relevant FM experience (typically 7+ years)
* A IWFM qualification (or similar) level 5 or above
* A minimum of IOSH Managing Safely qualified or equivalent.
* Strong knowledge of FM service delivery across all services lines
* Excellent planning and organizational skills
* Excellent verbal, written communication and presentation skills
* Strong IT skills
* Ability to manage own workload and work on own initiative
* Ability to work in, and adapt to a rapidly changing environment
* Comfortable challenging poor standards or behaviour and implementing change
* Ability to work co-operatively with others to complete tasks and implement process improvements.
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