Account Manager

The Account Manager (Operations Manager level) is responsible for leading a large team of Team Leaders and client-facing staff, to deliver exceptional service. This role requires a balance of strategic oversight and hands-on management, focusing on client relationships, operational excellence, team development, and continuous improvement. The ideal candidate will have a strong track record in leadership, process optimisation, and managing large-scale operations.

Job Responsibilities:

Leadership and Team Development

• Lead, mentor, and manage a team of 8–14 Team Leaders and over 100+ staff members.
• Foster a culture that aligns with company values: Accountability, Care, Collaboration, Innovation and GREAT.
• Conduct regular coaching and career development sessions, ensuring clear growth pathways for team members.
• Manage underperformance or misconduct with professionalism and efficiency.
• Oversee recruitment, onboarding, and succession planning for Team Leaders and other roles.

Client Relationship Management

• Build and maintain strong relationships with clients, acting as their primary escalation point of contact for operational concerns.
• Conduct regular business review meetings to evaluate service delivery and gather feedback.
• Address client escalations promptly and implement solutions to improve satisfaction.
• Identify opportunities for clients to expand their business with Intogreat.

Operational Excellence

• Oversee daily workflows, capacity planning, and resource allocation to meet client requirements.
• Monitor and achieve contracted service KPIs, ensuring operational efficiency and profitability.
• Collaborate with cross-functional teams, including IT, HR, and Recruitment, to enhance the overall client and employee experience.
• Drive initiatives to reduce costs, increase efficiency and improve service levels.

Process Optimisation and Compliance

• Identify and implement process improvements to enhance operational performance and reduce time-to-market.
• Ensure compliance with regulatory requirements, data security protocols, and industry standards.
• Proactively assess risks and implement controls to mitigate operational challenges.
• Lead projects to streamline workflows and implement automation where feasible.

Performance Monitoring and Reporting

• Track and analyse key performance indicators (KPIs) and operational metrics.
• Provide regular performance reports to stakeholders, highlighting successes and identifying areas for improvement.
• Use data-driven insights to guide strategic decisions and operational adjustments.

Technology and Tools Management

• Evaluate and manage operational tools and systems to support efficiency and effectiveness.
• Ensure seamless integration of technology platforms to facilitate data flow and collaboration.

Qualifications:

• Bachelor's degree, General Business or other related field
• 2+ years of relevant work experience, in operations management and leadership positions including large teams (50+ staff preferable)
• Experience with client engagement and managing multiple clients
• Exhibit demonstrable experience of being a visible, approachable, supportive leader in your technical field of expertise
• Excellent verbal and written English communication skills

Competencies:

�       Proven track-record working at senior business leader level, contributing to define strategic direction and planning as well driving the operational execution

�       Experience building relationships with and managing external clients

�       Have a passion and desire to grow and lead people in your team, including capabilities in:

�       Performance Management

�       Coaching and career development

�       Motivating individuals and teams

�       Managing conflict and having difficult conversations

�       Clear, honest and timely communication

�       Customer first attitude and ability to build relationships quickly and handle difficult issues

�       Critical thinking and problem solving

�       Organised, uses structured approaches and excellent time management skills

�       Calm under pressure, dependable and ability to prioritize

�       Ability to learn and adapt, takes initiative and demonstrates curiosity

�       Highest standard of ethics, confidentiality and professionalism