Head of Co-sourced Accounts

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

Position Description: Client Relationships - Head of Co-Sourced Accounts
- Who We Are

We’re an award-winning business outsourcer providing offshore and onshore staffing solutions that are Safe, Flexible, and Innovative for our global clients.
- Our Vision

To connect the business world to skilled people globally.
- Our Mission

To be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.
- Our Values

Collaboration: Brilliant jerks can be brilliant elsewhere.

Impact: Do, get it done, create impact.

Passion: Be positive, bring passion and energy.

Transparency: A transparent team can help each with other.
- Your Role

As the Acquire BPO Global Head of Co-Sourced Client Relationships you will be leading a team of Client Relationship Managers to help manage the delivery of large contracts and continual service improvement. This is to ensure that Acquire BPO is offering strategic engagement with clients and be maintaining excellent client satisfaction.

You will be responsible for revenue, growth, productivity, and profitability of the entire portfolio of Co-Sourced clients for Acquire BPO. You will be providing effective governance and you will be managing, motivating, and developing a team of Client Relationship Managers and work closely with our Operational key stake holders to help build business capability.
- REPORTS TO: Vice President Client Services
- ROLE AND RESPONSIBILITIES:

- MANAGEMENT OF THE CO-SOURCED CLIENT RELATIONSHIP TEAM
- Recruitment and training of Client Relationship Managers (CRM) when required
- Manage and conduct regular coaching and mentoring session with the co-sourced Client Services team members to help develop strong CRM’s
- Define and develop measurable goals each quarter for your team(s) to reach and or exceed
- Develop and consistently improve processes for our co-source set up both internally and externally
- Quarterly performance reviews to be conducted and managed for all co-sourced CRMs
- Quarterly performance reports to be conducted and provided to supporting department heads on performance provided by their staff over the quarter to Acquire BPO’s co-sourced clients
- Produce monthly/quarterly management reports or as required
- Prepare forecasts and budgeting reports as required
- Monitoring of financial reports (GP reports) to ensure each program remains profitable and proactively addressing any required areas to help improve health of GP
- Manage and promote Acquire BPO values
- CLIENT MANAGEMENT
- Look for areas that can be automated to improve and enhance our co-sourced customer experience and partnerships
- Manage the creation of co-sourced manuals and guides for clients, operations/support teams and CRMs to help assist with self-management and structure
- Partner with the business and functional units to identify additional process improvement opportunities drawing in appropriate support resources when and where required
- Ensure all contractual obligations are known to relevant stakeholders to minimize any discrepancies and monitor all contract events and provide alerts and follow up to appropriate stakeholders to ensure that the company’s obligations, opportunities, and events (such as renewal dates) are dealt with the appropriate time and notice
- Ensure the completion and adherence of all monthly, quarterly, and annual business reviews are conducted for all co-sourced clients
- Ensure the completion and adherence to all Dashboard reporting (daily, weekly & monthly)
- Management of client interactions on a daily, weekly, and monthly bases are being followed and documented in the correct manner
- Engage with key client contacts often, building alignment for each program evolution and helping to create and capture opportunity for growth
- KEY PERFORMANCE INDICATORS:

- Client Satisfaction
- Client growth and contract renewals
- Maintenance of a healthy GP across all co-sourced programs
- Strong collaboration skills with the ability to influence at all levels of the organization
- Proven ability with implementing change in a global organization, ensuring understanding, participation, and ownership
- Sophisticated people management skills with the ability to coach, mentor and develop team members of all backgrounds and experience levels - track record of having successfully managed remote or distributed teams is ideal
- Strong collaboration skills with the ability to influence at all levels of the organization
- A deep understanding of outsourcing, commercial management, and talent strategy
- Strong executive presence, combined with excellent communication, organizational, and presentation skills
- Ability to lead a team who are focused on developi