Summary
Date Posted: Friday, September 23, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Position Summary
• Responsible for managing assigned account in support of business objectives to ensure account’s satisfaction with products and services. This responsibility encompasses a variety of activities that require consistent directing, planning, scheduling, and tracking of tasks. Account Manager will act as a single point of contact for the account (“account” and “program” are used similarly).

Responsibilities
• Regular collaboration, engagement and decision-making (management steering team)
• Lead, manage and develop assigned managers through interactions and motivation against performance goals; provide feedback, counseling or coaching as appropriate.
• Translate Majorel and client strategy into deliverables
• Foster a culture of team spirit and hospitality
• Approachable and accessible to team
• Take care of administrative direct report related functions
• Attrition risk management (alert, communicate to client management & mitigate)
• Cultural awareness (understand how people think, lead and get things done across cultures)
• Maintain a good and professional relationship with the internal account management and client’s team; align with internal departments in a decentralized setup.
• Manage service delivery results in accordance with service delivery scorecard and based on pre-defined governance structure
• Be accountable for program level quality of service (CSAT, transaction monitoring, quality auditing), operational performance and likewise contractual obligations.
• Balance client and internal metrics and maintain performance on target level; provide and implement action plans when goals are not attained
• Ensure continuous improvement by identifying areas of improvement and addressing them internally as well as with the client based on solid evaluation.
• Actively participate in best practice sharing with fellow sites.
• Be accountable for business related implementation of agreements between Global Account Management and client.
• Provide accurate information to Global Account Management and act transparently.
• Ensure a proper and organized flow of information and feedback to and from the team.
• Provide short- and long-term financial projections and maximize internal revenue generated efficiency.
• Understand and adhere to all company and departmental-related policies and procedures. Profit and Loss Management and Budgeting / Forecasting
• Recognize and advance Talent
• Drive the selection process for any team members
• Understand and influence the end-to-end employee lifecycle
• Embody and reinforce an Majorel-values-based culture
• Steer stakeholder communication and decision making in alignment with Majorel and client expectations
• SPOC for service delivery to the client and the client management team
• Make decisions based on thorough strategic understanding of drivers and variables affecting LOB
• Labor, legal and economic implications
• Financial and contractual implication
• Service delivery metrics
• Technology advancements
• Client strategy

Requirements
• High level of knowledge about the account, including the technical environment, Related Program knowledge and rules, and other requirements related directly and indirectly to our business
• Excellent organizational skills and exceptional follow through discipline
• Excellent written and oral communication skills
• Strong leadership skills
• Strong analytical skills, strategic thinking
• Capable of realizing, interpreting and developing the account through partnership with Microsoft
• Read, create, analyze and interpret financial reports, legal documents, pricing agreements and other relevant documentation
• Give effective and persuasive presentations on complex topics to general management and program staff
• Analyze problems, detect root causes and resolve all issues
• Analytical skills for planning, job costing and financial calculation
• Willingness to travel as required
• Bachelor’s / College Degree or above in any field; business/commerce/economics is considered advantageous.
• At least 4-5 years Customer Service Experience, preferably from the BPO Industry in a non-tradition call center business (e.g. Managed Services); experience as an Operations Manager / Sr. Manager of at least 2-3 years in a call center setting. Project Management experience is advantageous.
• Exceptional English oral, written and comprehension (reading and auditory) skills.
• Excellent prioritization skills in a dynamic and decentralized environment even under pressure and the ability to coordinate and delegate as appropriate.
• Excellent interpersonal, people management, leadership, mentoring and coaching skills.
• Self-motivated, hands-on and independently working individual who is seeking guidance from internal partners and the client if and as appropriate.
• Above average communication skills and cultural sensitivity.
• Strong understanding of customer service metrics, processes etc.
• Good analytical and conceptual skills
• Presentation skills
• Interest in Advertising and / or Marketing.
• Economic sensitivity (P&L)
• Proficiency on the use of Microsoft Applications such as MS Outlook, Word, MS Excel, Power Point, etc.
• Innovative in creating alternative solutions that will drive performance improvement.
• No attendance issues or active written warnings of any nature issued by the current employer.
• Willing to work on shifting schedules as required by the business / organization

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
• Interested and qualified candidates should forward their CV to: jobs.kenya@majorel.com using the position as subject of email.

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