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Account Manager London, England

Williams Lea

Full Time London, England 45000 GBP ANNUAL Today

Job description

Account Manager

Salary: £50,000 starting, but we can be flexible for the right experience!

Location: London (E1 6PW)

Contract: Full Time, Permanent

Shifts: Monday to Friday, 40 hours per week, 7.30am-7.30pm operational hours

Work Model: onsite

Williams Lea seeks an Account Manager to join our team!

Williams Lea is the leading global provider of skilled business-critical support services to financial, legal, and professional services firms.

The Job:

The individual’s primary responsibility will be to communicate a vision for how Williams Lea best serves our clients across single or multiple service offerings, and who empowers and enables their team to bring that vision to life. The role focuses on executing service delivery, delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team growth and development.

Sound good so far? Then this is the perfect position for you, and you are just the individual that we are looking for!

The Account Manager will be looking after 2 teams: Reception and Floor Ambassadors. You will ensure that each service is managed to the highest standard.

Under your direction and guidance, the Reception team will offer a best-in-class service and ensure a seamless visitor journey, immaculate meeting rooms, and timely support. The Floor Ambassador team will offer a white-glove service to the teams on their allocated floor.

Responsibilities:

People

Ensure the teams understand and are compliant with Williams Lea and client policies, service level agreements (SLAs) and expected quality of work, utilising corrective action when necessary
Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development
Manage and drive the team’s development and performance
Ensure development plans are in place throughout the teams
Work with L&D and HR to maximise the teams skillset

Process

Oversee contracted operation to ensure needs of the contract and client are met while addressing needs of employees
Manage relationships with clients by ensuring a high level of customer satisfaction
Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
Drive continuous improvement; keep client and Account Director informed of significant and potential situations, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client
Responsible for employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management
Adhere to Williams Lea policies in addition to client site policies
Experience of mapping, documenting and implementing business processes and ensuring continuous improvement
Ensure service offering is best-in-class

Client

Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making
Solicit feedback from clients (client outreach) regularly
Foster cross-training and a sense of team work to optimize client service delivery
Educate clients regarding Williams Lea services already providing and those available through strong sense of the client’s business and the impact our services may have on their success
Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – escalate opportunities to manager
Participate or lead due diligence, implementation (people, process, technology) for new business within client account; participate as needed on other new client accounts
Build strong client relationships across the firm
A pragmatic approach to respond flexibly to customer needs while maintaining a solid service management structure

Finance

Review and consult on monthly P&L and submit necessary changes to financial analyst
Review all resource allocations; manage over-time and time-off to avoid non-billable charges
Create and distribute monthly invoice, ensuring it meets contractual requirements
Participate in the budget process; ensure all operational processes are managed to timeline and budget

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