SUMMARY:
Job Purpose
The Accounts Manager is responsible for the management of multiple accounts/clients through the delivery of winning client solutions and achieving set targets and compliance to the required SLAs with Signa clients. In addition, the Account Manager’s role entails all tasks and duties associated with account management responsibilities and maintaining client relationships. Ultimately, the Account Manager contributes to building profitable and long-term relationships with clients to enable Signa Opportunity to reach its business objectives and contribute towards its mission of creating sustainable jobs.
QUALIFICATIONS & EXPERIENCE
· Minimum of 5 years in a Human Resources environment
· Operational optimization skills with a proven record over a minimum of 3 years of increasing outputs and efficiencies
· Account Management Experience/Sales experience will be advantageous
· Proven track record in respect of working in collaborative teams
· Proven people skills
· Some supervisory/team leader experience an added advantage
· Minimum of tertiary qualification in Human Resources or equivalent
· Certificate in Project Management will be an advantage
· Computer literate (MS Office – at least intermediary skill in word, excel, power-point).
DUTIES & RESPONSIBILITIES
Overall Account/client Management
- Manage multiple client accounts at a time while paying attention to detail and managing deadlines.
- Liaise between clients, suppliers, service providers, regulatory body and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to client needs.
- Seek efficiencies and drive the required outcomes both from the business unit and from its people and resources.
Client Services / Account Management - Understand company’s services and products, SLA requirements as per contract and proposals and align delivery accordingly
- Understand and action all client contractual obligations to ensure the company meets its SLA obligations and its clients’ objectives
- Manage allocated client relationship and their candidates including setting up, attending and presenting at meetings when required
- Track contract duration and timeously assist in the renewal of existing contracts with clients
- Respond to customer queries and implement Signa’s project plans in line with its SLA obligations and its clients’ objectives
- Troubleshoot, actively and proactively resolve client issues and complaints
- Ensure that clients have full knowledge and access to the selected range of available services
- Ensure that redemption and usage of products and services meet expectations of all parties and seek new ways of promoting products and services to clients
- Give inputs into and assist in the implementation of marketing and customer satisfaction campaigns to clients, including briefing the marketing team, analysing feedback obtained from clients and candidates during marketing and customer satisfaction campaigns
- Provide input on identifying new products and services that promote revenue growth
- Drive client service excellence and be customer oriented
Financial Management - Implement all activities within budgeted costs to meet profitability targets
- Be conscious of costs and use inputs economically while remaining customer focused
- Negotiate and get the best out of suppliers
- Processing instructions for payments from third party service providers, ensure that these are within the budget and authorised by the management
- Monitoring all billings to alert management promptly to any likely changes to billing and income or any potential write-offs or extra costs incurred
Risk Management - Where applicable, ensure that all registration processes are complete and up to date
- Quality assure and ensure all client files a kept up to date and all stipulated documents on the checklist are filed and current in accordance with PoPI Act (Protection of Personal Information Act)
- Follow up and follow through on tasks and undertakings; and execute everyday tasks within set deadlines to achieve maximum results
- Maintains in-depth knowledge of legal requirements related to day-to-day activities, reducing legal risks and ensuring regulatory compliance
- Provide policy guidance and interpretation or consult with relevant stakeholders in order to provide such guidance
- Evaluate and manage risk in line with Signa Group and Client’s policies and procedures.
- Support the identification of risks and impacts (including but not limited to HR operational risks, project risk, financial risk, etc) and help implement and review solutions under the direction of the General Manager
Client Risk Management - Ensure that all clients have 2 contact persons within the company that know and understand the client business
- Ensure that allocated clients have a regular call cycle and that the outcomes of all client meetings are recorded and that accurate files are maintained with the client base.
- Ensure role-players (suppliers, beneficiaries, etc.) obligations are aligned with client requirements.
Operational Service Delivery - Oversee and guide other team members to champion the critical success factors on the organization (such absorption).
- Manage/track the outputs of (and if required assist) the implementation teams to ensure that client projects are rolled out in accordance with implementation timelines
- Continuously assess the compliance of processes and procedures in accordance with the Legislation and internal processes and standards
- Assist with onboarding of new clients including contracting, implementations and set up
- Champion and assist in the development of best practices
- Identify areas requiring optimisation of operations, design strategies and implement processes through designing operational manuals and systems shared amongst the team Manage and track client service and service delivery on client contracts. Correct / prioritisation of day-to-day service delivery within the required targets – ensure consistent and top service delivery and high customer satisfaction (renewals and referrals).
- Ensure that all obligations are correctly contracted so as to ensure correct service fulfilment.
- Pro-actively identify and address any improvements or any potential problems pertaining to effective management of clients
- Liaise with and manage relationships with third party service providers including planning delivery of service, reporting and day-to-day management of SLAs
- Source quotations from third party service providers and negotiate with third party service providers to obtain competitive or preferential turnaround times or other preferential benefits for the Signa
- Collaborate with and assist /coach team members as necessary while being aware of own contribution /deliverable towards the success and performance of the department
Reporting - Prepare formal reports on program activities monthly in line with clients’ SLAs
- Prepare monthly client reports, identify areas that additional reporting can be done on in order to improve clients’ knowledge of products, candidates and how that new information can assist the client in retaining or acquiring new Signa solutions.
- Provide clients with information about programme benefits on regular basis and ensure clients have all product communication
- Report to the General Manager and keep a formal diary of all business obligations on a weekly basis.
Staff Management (Where required): - Interacting, coaching, recognizing superior performance and addressing substandard performance of team members.
- Maintain a working environment conducive to productivity, employee wellbeing and retention.
- Recruitment of departmental staff in collaboration with Human Resources Department
- Managing and developing departmental staff
- Ensure the correct disciplines and teamwork are in place
- Demonstrate effective, fair leadership, and inculcate the company values and culture
- Manage and engage diverse teams effectively
- Collaborate on continuous professional development of team members
COMPETENCIES & SKILLS· Strong customer service skills.
· Effective time management to ensure efficient achievement of objectives.
· Good understanding and buy-in of the shared value concept and wanting to make a positive impact through meaningful socio-economic transformation
· Accuracy and attention to details.
· Ethical and trustworthy - able to work with sensitive and confidential information.
· Organized, structured and professional.
· Ability to work with strict deadlines and urgent requests.
· Hard working, self-managed and self-motivated.
· Dresses and acts in a manner that enhances the reputation of the employer.
· Sound ability to analyse and interpret driving conditions to proactively estimate arrival and departure times.
· Creates an environment where challenge is the norm
· Is passionate about the client, work, their teams and the Company
· Ability to presents positively in all that they do
· Collaborative and empowers others
· Mature with ability to self-manage
· Immediately addresses conflict to ensure that work is completed to the highest standard and that there is no confusion over deliverables
· Ability to share learning across the business
· Flexible and able to work in an ever changing, pressurized environment
· Confidentiality and professionalism
· Committed to continuous professional development
· Proven assertiveness and problem-solving skills
· A valid ddriver’s license
· Own Mobile Phone
· Own Reliable motor vehicle
· Professional business attire
· Ability and willingness to works beyond the gazetted business hours to ensure the growth of a business enterprise that delivers shareholder value.
· Ability to works as directed and also with minimal supervision
· Has courage to challenge the client, team and business thinking and provides detail and rationale to support the challenge
POSITION INFO:
JOB PURPOSE
The Accounts Manager is responsible for the management of multiple accounts/clients through the delivery of winning client solutions and achieving set targets and compliance to the required SLAs with Signa clients. In addition, the Account Manager’s role entails all tasks and duties associated with account management responsibilities and maintaining client relationships. Ultimately, the Account Manager contributes to building profitable and long-term relationships with clients to enable Signa Opportunity to reach its business objectives and contribute towards its mission of creating sustainable jobs.
QUALIFICATIONS & EXPERIENCE
· Minimum of 5 years in a Human Resources environment
· Operational optimization skills with a proven record over a minimum of 3 years of increasing outputs and efficiencies
· Account Management Experience/Sales experience will be advantageous
· Proven track record in respect of working in collaborative teams
· Proven people skills
· Some supervisory/team leader experience an added advantage
· Minimum of tertiary qualification in Human Resources or equivalent
· Certificate in Project Management will be an advantage
· Computer literate (MS Office – at least intermediary skill in word, excel, power-point).
DUTIES & RESPONSIBILITIES
Overall Account/client Management
- Manage multiple client accounts at a time while paying attention to detail and managing deadlines.
- Liaise between clients, suppliers, service providers, regulatory body and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to client needs.
- Seek efficiencies and drive the required outcomes both from the business unit and from its people and resources.
Client Services / Account Management - Understand company’s services and products, SLA requirements as per contract and proposals and align delivery accordingly
- Understand and action all client contractual obligations to ensure the company meets its SLA obligations and its clients’ objectives
- Manage allocated client relationship and their candidates including setting up, attending and presenting at meetings when required
- Track contract duration and timeously assist in the renewal of existing contracts with clients
- Respond to customer queries and implement Signa’s project plans in line with its SLA obligations and its clients’ objectives
- Troubleshoot, actively and proactively resolve client issues and complaints
- Ensure that clients have full knowledge and access to the selected range of available services
- Ensure that redemption and usage of products and services meet expectations of all parties and seek new ways of promoting products and services to clients
- Give inputs into and assist in the implementation of marketing and customer satisfaction campaigns to clients, including briefing the marketing team, analysing feedback obtained from clients and candidates during marketing and customer satisfaction campaigns
- Provide input on identifying new products and services that promote revenue growth
- Drive client service excellence and be customer oriented
Financial Management - Implement all activities within budgeted costs to meet profitability targets
- Be conscious of costs and use inputs economically while remaining customer focused
- Negotiate and get the best out of suppliers
- Processing instructions for payments from third party service providers, ensure that these are within the budget and authorised by the management
- Monitoring all billings to alert management promptly to any likely changes to billing and income or any potential write-offs or extra costs incurred
Risk Management - Where applicable, ensure that all registration processes are complete and up to date
- Quality assure and ensure all client files a kept up to date and all stipulated documents on the checklist are filed and current in accordance with PoPI Act (Protection of Personal Information Act)
- Follow up and follow through on tasks and undertakings; and execute everyday tasks within set deadlines to achieve maximum results
- Maintains in-depth knowledge of legal requirements related to day-to-day activities, reducing legal risks and ensuring regulatory compliance
- Provide policy guidance and interpretation or consult with relevant stakeholders in order to provide such guidance
- Evaluate and manage risk in line with Signa Group and Client’s policies and procedures.
- Support the identification of risks and impacts (including but not limited to HR operational risks, project risk, financial risk, etc) and help implement and review solutions under the direction of the General Manager
Client Risk Management - Ensure that all clients have 2 contact persons within the company that know and understand the client business
- Ensure that allocated clients have a regular call cycle and that the outcomes of all client meetings are recorded and that accurate files are maintained with the client base.
- Ensure role-players (suppliers, beneficiaries, etc.) obligations are aligned with client requirements.
Operational Service Delivery - Oversee and guide other team members to champion the critical success factors on the organization (such absorption).
- Manage/track the outputs of (and if required assist) the implementation teams to ensure that client projects are rolled out in accordance with implementation timelines
- Continuously assess the compliance of processes and procedures in accordance with the Legislation and internal processes and standards
- Assist with onboarding of new clients including contracting, implementations and set up
- Champion and assist in the development of best practices
- Identify areas requiring optimisation of operations, design strategies and implement processes through designing operational manuals and systems shared amongst the team Manage and track client service and service delivery on client contracts. Correct / prioritisation of day-to-day service delivery within the required targets – ensure consistent and top service delivery and high customer satisfaction (renewals and referrals).
- Ensure that all obligations are correctly contracted so as to ensure correct service fulfilment.
- Pro-actively identify and address any improvements or any potential problems pertaining to effective management of clients
- Liaise with and manage relationships with third party service providers including planning delivery of service, reporting and day-to-day management of SLAs
- Source quotations from third party service providers and negotiate with third party service providers to obtain competitive or preferential turnaround times or other preferential benefits for the Signa
- Collaborate with and assist /coach team members as necessary while being aware of own contribution /deliverable towards the success and performance of the department
Reporting - Prepare formal reports on program activities monthly in line with clients’ SLAs
- Prepare monthly client reports, identify areas that additional reporting can be done on in order to improve clients’ knowledge of products, candidates and how that new information can assist the client in retaining or acquiring new Signa solutions.
- Provide clients with information about programme benefits on regular basis and ensure clients have all product communication
- Report to the General Manager and keep a formal diary of all business obligations on a weekly basis.
Staff Management (Where required): - Interacting, coaching, recognizing superior performance and addressing substandard performance of team members.
- Maintain a working environment conducive to productivity, employee wellbeing and retention.
- Recruitment of departmental staff in collaboration with Human Resources Department
- Managing and developing departmental staff
- Ensure the correct disciplines and teamwork are in place
- Demonstrate effective, fair leadership, and inculcate the company values and culture
- Manage and engage diverse teams effectively
- Collaborate on continuous professional development of team members
COMPETENCIES & SKILLS· Strong customer service skills.
· Effective time management to ensure efficient achievement of objectives.
· Good understanding and buy-in of the shared value concept and wanting to make a positive impact through meaningful socio-economic transformation
· Accuracy and attention to details.
· Ethical and trustworthy - able to work with sensitive and confidential information.
· Organized, structured and professional.
· Ability to work with strict deadlines and urgent requests.
· Hard working, self-managed and self-motivated.
· Dresses and acts in a manner that enhances the reputation of the employer.
· Sound ability to analyse and interpret driving conditions to proactively estimate arrival and departure times.
· Creates an environment where challenge is the norm
· Is passionate about the client, work, their teams and the Company
· Ability to presents positively in all that they do
· Collaborative and empowers others
· Mature with ability to self-manage
· Immediately addresses conflict to ensure that work is completed to the highest standard and that there is no confusion over deliverables
· Ability to share learning across the business
· Flexible and able to work in an ever changing, pressurized environment
· Confidentiality and professionalism
· Committed to continuous professional development
· Proven assertiveness and problem-solving skills
· A valid ddriver’s license
· Own Mobile Phone
· Own Reliable motor vehicle
· Professional business attire
· Ability and willingness to works beyond the gazetted business hours to ensure the growth of a business enterprise that delivers shareholder value.
· Ability to works as directed and also with minimal supervision
· Has courage to challenge the client, team and business thinking and provides detail and rationale to support the challenge
