Account Director, Sr. at Williams

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Business Services, Customer ServiceIndustries

Requirements

Bachelor’s degree or equivalent experience
Over 8 years’ experience and a proven track record of being a recognized leader and manager of people in a national or global customer service intensive environment
Demonstrated record in developing strategic solutions that have permanently resolved poor contract performance or difficult situations
Established accomplishments in successfully growing volume, profitability, and client satisfaction
Excellent client service skills with a service-minded approach towards the client; sensitive to client needs, remaining calm and confident even in stressful situations
Proven experience in the development, implementation, and management of complex multi-service solutions for clients
At least one year business development experience
Minimum of five years of successful financial management; understanding of how day-to-day and strategic decisions impact finances
Ability to supervise 4+ direct reports and 125+ indirect reports

Responsibilities

Manage a single client account with revenue of $10+ million and EBIT potential of at least $3+ million
Drive quality of service delivery across the organization
Implement strategies to improve and standardize all aspects of operations
Execute modifications to organizational design and teams to optimize operational activity and improve client experience
Ensure operational controls and management information reporting requirements are fulfilled
Assure adherence to account plans for operations team
Minimize corporate risk and maximize returns for operations team
Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services
Follow delegations of authority for operations team
Partner with functional teams to implement appropriate policies, internal controls, and reporting
Manage operations staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
Investigate and resolve issues escalated by the client and communicate significant issues to the Managing Director of Operations and client services
Have a comprehensive understanding of all client's business and the impact of services
Manage overall performance metrics of accounts/departments against contract/target or business unit metrics
Inform operations team clearly about target metrics and support their achievements
Highlight operational, compliance, and financial risk areas
Manage the selection, induction, development, retention, motivation, and performance of direct reports
Encourage a culture of structured succession planning for key roles
Participate as a key project team member in new business implementation
Implement the appropriate delivery model for all services/products, with a focus on lowering cost to serve
Cascade key business and organizational messages down to the associate level