The Role

We are looking for a dynamic and self-motivated Account Director to join our Client Services team. This role will be focused on the Department for Work & Pensions (Targeted Case Review).  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 Satisfaction
• Clear and transparent internal financial awareness
• Strong governance
• Management of account managers (where applicable)
• Delivery of gross margin commitments

Responsibilities

• Senior day-to-day client contact
• Financial forecasting
• Input top line sales and direct costs taken from operations into contribution reporting where applicable
• Tracking budget vs actual
• Monthly GM tracking
• Full action plans where GM falls below target
• To identify Farming & Growth opportunities and pass these to the VP Client Services
• Ensuring clear communications between the client and internal stakeholders
• Contractual commitments and deliverables
• Contract Change Notes / Variations
• Strong governance – ensuring a clear audit of decisions
• Driving continuous improvement agenda, working in partnership with TP Digital colleagues
• Overseeing production and accuracy of MI
• Invoicing and accounts receivable / aged debt
• Working with Operations on tactical delivery / decisions of the account running
• Weekly, Monthly and Quarterly review packs
• Delivery of weekly, monthly and quarterly business reviews
• Monthly / quarterly KSAT dip checks
• Implementing client account plans
• Change control

Candidate criteria - what we are looking for:

Experience

• Solid experience in client services from either an account management, operations, project management or wider outsourcing perspective
• Previous experience managing a client in this capacity, understanding their expectations, and delivering change in order to improve performance
• Ability 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 environment
• Experience of financial forecasting and invoicing
• Competencies and specific skills
• Solid understanding of how Account Management can influence achievement of business objectives
• An understanding of how to work proactively and positively in partnership with both operations and client priorities
• Excellent 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 message
• Ability to influence and negotiate with others
• High level of numeracy and literacy
• Committed, enthusiastic, positive, resourceful and resilient