Account Manager

Account Manager

Salary: £50,000 - £60,000 per annum DOE, plus company benefits

Location: London, WC2A 3LH

Contract: Full Time, Permanent

Shifts: 37.5 hours per week, Monday – Friday, 9am until 5:30pm with 1 hours unpaid break

Work model: Fully onsite

Williams Lea seeks an Account Manager to join our team!

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

Purpose of role 

The Account Manager, as the most senior manager onsite, will oversee various aspects, including managing client relationships, staff, service delivery, financial aspects, and fostering business growth.

They will closely collaborate with the Account Director to establish and uphold effective processes and procedures necessary for seamless service operations. Their responsibilities encompass overseeing requested tasks, prioritizing, and efficiently organizing resources to meet and uphold client deadlines and expectations. This involves coordinating resources from the broader Williams Lea network, spanning both onshore and offshore. The incumbent will take a proactive approach, leveraging available tools to provide exceptional service to users.

Key responsibilities 

• Supervise contracted operations to ensure meeting the contract and client needs while addressing employee needs.
• Manage client relationships to ensure a high level of customer satisfaction.
• Establish, implement, and maintain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure both client satisfaction and exceptional employee performance.
• Drive continuous improvement by keeping clients and management informed of significant and potential issues, proposing solutions or processes to prevent future problems, and resolving escalated issues.
• Identify contractual risks and take appropriate mitigating actions.
• Take responsibility for the financial performance of the account by monitoring sales and contribution targets throughout the year.
• Manage workloads and deadlines, keeping all involved parties informed about project status and timelines.
• Hold full accountability for all client requests, ensuring deadlines are met and execution is of a high standard.
• Support the Account Executive team in accurately estimating all production requests and providing regular updates to the Client.
• Prepare monthly service invoices and ad-hoc production reports for approval by the Account Director.
• Schedule and manage account governance meetings, including recurring Service Reviews, ensuring follow-ups with relevant reports and paperwork.
• Provide high-level data for monthly reporting and assist the management team in strategic account reviews.
• Support account growth and proposals for extended services.
• Analyse the performance of the entire process, identifying areas for improvement and innovation
• Proactively highlight potential issues before they escalate and report feedback to the Account Director.
• Establish and foster strategic relationships with key contacts in the Client’s business and internally.
• Manage teams by providing guidance, setting performance targets, implementing corrective actions, and fostering a collaborative work environment.
• Provide learning and development opportunities and manage performance for all direct reports.
• Adhere to all operational procedures as authorised.
• Stay updated on new industry trends, emerging technologies, and innovation.
• Promote the Williams Lea culture by embodying the values and leading by example.
• Investigate team errors and ensure resolution and remedial action, such as training, is implemented.
• Regularly communicate company messages to direct reports.
• Allocate resources effectively, including personnel, equipment, and materials, to optimise productivity.
• Manage the employee life cycle with appropriate support from HR, Talent Acquisition, and Learning & Development teams.

Personal attributes

• Previous Account Manager experience is essential
• Proficient in managing people effectively, confidently delegating work to achieve optimal results, particularly within a remote working environment.
• Demonstrates excellent communication and organizational skills, capable of prioritizing tasks even when faced with conflicting workloads.
• Shows commercial and financial awareness, adept at managing both cost-plus and commercial fee structures

Rewards and Benefits

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

• 25 days holiday, plus bank holidays(pro-rata for part time roles)
• Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
• Life Assurance
• Private Medical Insurance
• Dental Insurance
• Health Assessments
• Cycle-to-work scheme
• Discounted gym memberships
• Referral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

Equality and Diversity

The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com(we do not accept applications to this email address).

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