Account Manager

1 month ago

Sydney, New South Wales, Australia Williams Lea Australia Pty Limited Full time
About the Role:

The successful candidate will be responsible for leading a team, ensuring site operations meet required SLAs, contractual requirements, and client expectations. They will demonstrate a full understanding of client contracts and ensure updates are made in a timely manner.

Key Responsibilities:
  • Ensure site operations are meeting required SLAs, contractual requirements, and client expectations
  • Demonstrate a full understanding of client contracts and ensure updates are made in a timely manner
  • Build and maintain strong client and team relationships; regularly meet key client contacts, provide fast turnarounds to requests, and work collaboratively to achieve goals
  • Manage local vendor relationships and contracts, where applicable
  • Ensure all operating procedures, processes, and manuals are up-to-date and always adhered to
  • Advise and support the client and teams on daily matters with clear communication, applying examples of best practice
  • Encourage teamwork; drive change and ensure all staff members strive to achieve client satisfaction
  • Always maintain effective communication with Business Director. Escalate promptly when required
  • Compile and present on-time and accurate monthly and quarterly information reporting
  • Proactively identify opportunities for service enhancement and client value-add
  • Prepare and manage client invoicing, payroll, budgeting, and finances effectively
  • Review and question monthly profit-and-loss and balance sheet statements
  • Lead client and staff meetings with confidence and knowledge
  • Hire, lead, motivate, train, evaluate, and retain team members. Identify, encourage, and develop future leaders through robust development and succession planning
  • Manage staff using a 'lead-by-example' approach; be prepared to assist with any role when necessary to ensure client service expectations are met
  • Ensure the team is optimally staffed at all times
  • Delegate while also being willing and able to 'pitch-in' with operations where appropriate
  • Foster a positive, cohesive, collaborative, and team-oriented work environment
  • Prepare and conduct regular employee evaluations and development planning
  • Work with HR to resolve any disciplinary issues in a timely manner
  • Demonstrate cross-cultural awareness and sensitivity
  • Always exhibit professional decorum
  • Ensure strict compliance with processes, procedures, and policies, particularly relating to the confidentiality of client and Williams Lea information
  • Network with other Account Managers in Australia to share ideas and best practices
  • Keep up to date with Williams Lea news and policies; understand, enforce, and communicate to the team
About You:

The ideal candidate will have 3+ years' experience in a leadership and operations management role, strong client service, negotiation, and communication skills, a high level of competency in MS Excel, Word, PowerPoint, detail-oriented with the ability to prioritize and handle multiple tasks in a demanding, time-sensitive environment, an understanding of risk and compliance requirements within the banking industry, and the ability to manage remotely and work from different locations as required.

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