We have an exciting opportunity for an Account Delivery Manager, to deliver an efficient and effective operational Contact Centre based in Warwick.
Reporting directly in to the Key Account Director, you will have responsibility for the P&L, Client Management and Account Operation.
Primary Accountabilities and Deliverables
·Determine and implement effective and efficient operational service delivery models for Customer Centric Services across relevant product and service lines and work with other colleagues to implement
-Reporting for budget forecasting
-Support Month and Year end budget preparation
-maximising available heads and optimising work force planning and forecasting to minimise down time and avoid unnecessary cost / time wastage.
·Manage and deliver effective and efficient the day to day operation of the accounts based at the Warwick site.
·Delivers required cost efficiencies and effectiveness commitments to meet financial targets in client partnership agreements
·Support the KAD to grow the account and ensure the positive performance of the P&L.
·To be the primary client contact for operational delivery.
·Contributes specialist operational knowledge to bids
·Is accountable for operational delivery of client contracts based at Warwick site and others as directed to meet operational contract commitments, service level agreements and KPIs. Provides reporting on relevant client issues to KAD as part of ongoing client relationship management
·Provides though leadership on operational efficiency and utilises various tools and techniques to do this (i.e.: TQM, lean six sigma, etc).
·Ensures operational and service delivery compliance with relevant reporting and regulatory requirements specifically in respect of the Financial Conducts Authority.
·Effective management of change control to ensure adherence to best practice, process and maximise commercial opportunities.
·A proven track record of strong delivery in the outsourcing industry
·Experience of site / estate management and practice with knowledge or expertise to work on day to day site issues.
·Management of large cost centres. You must have strong understanding of P&Ls and financial systems, i.e. invoicing, procurement etc. and be highly financially/cost aware
·Minimum of 5 years’ experience in successful delivery of operational delivery in an operational contact centre
·Able to respond quickly to customer needs, service challenges and have a readiness to explore new ideas and provide and promote new solutions.
- Account Delivery Manager,