
Accounts Manager
4 days ago
Job Description
· Serve as primary and readily available contact for senior client stakeholders.
· Maintain proactive and responsive communication, ensuring client needs are addressed in real time to maintain trust and satisfaction.
· Lead regular status meetings, strategic reviews and performance check-ins.
· Lead, guide and mentor team managers and project teams to maintain high performance and morale.
· Ensure clear communication of client expectations and timelines to internal stakeholders.
· Coordinate across departments for seamless execution.
· Foster a collaborative culture and resolve internal conflicts promptly to keep team morale strong.
· Oversee end-to-end project delivery, ensuring all work is completed on time, within scope and on budget.
· Monitor project milestones, flag risks early, remove roadblocks for team, and make proactive adjustments to keep projects on track.
· Review key deliverables and provide strategic input to ensure alignment with client objectives.
· Identify opportunities for upselling or expanding accounts while maintaining budget discipline.
· Track performance metrics (P&L, utilization, cost efficiency) and implement improvements where needed
· Design, develop, and optimize IVR call flows to improve customer experience.
Skills Required
· Understanding account management principles and industry knowledge is important.
· Experience in multiple projects is an added advantage
· In-depth and extensive knowledge of contact center operations
· Exceptional communication and interpersonal skills, with the ability to effectively liaise with clients and stakeholders
· Proven track record of driving process improvements and operational efficiencies
· Strong problem-solving skills and ability to work well with internal teams
· Strong analytical skills with a knack for Excel, reporting, and quality tools
· Proven experience in IVR design and call flow mapping.
· Willingness to travel for client meetings
Requirements
· Any Diploma or Degree
· Minimum 7 years' experience in contact center operations
· Minimum 5 years of account management
· Previous work experience in Singapore
Additional Information:
· working days (Mon-Fri: 9am to 6pm; Sat: 9am to 1pm); 44 hours per week
· Working Location: Remote
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