Global Mobility Account Manager

• Ensure that the client account services teams deliver services in accordance with scope, SLAs /KPIs
• Ensure that the client account services teams apply a proactive approach to client issues and opportunities for service delivery improvement for the customer
• Act as the point of escalation for resolving account issues to the satisfaction of the client and ensure Client Manager is proactively informed of any issues and resolution
• Ensure that resourcing on the account is managed commercially and without risk to service delivery
• Conduct root cause analysis of issues to prevent reoccurrence
• Support the optimisation of the Client Manager's revenue opportunities for each client account
• Support Client Manager in implementing annual business development plan for client portfolio
• As directed by line manager in liaison with the sales team, proactive involvement in responding to RFPs and sales presentations for new sales prospects and contract renewals to cover service and operational aspects
• Oversight for all management reporting related to service delivery
• Drive cost and process efficiencies for client portfolio
• Conduct Quarterly Service Reviews and attend monthly internal calls with Client Manager to support them on operational issues. Ensure minimum quarterly reporting sent to assigned clients (or more frequently as implemented)
• Participate fully as accountable resource in the core implementation project team for new client implementations and existing client re-implementations as the responsible party for operational aspects of the engagement as defined in the Implementation Governance Programme
• Ensure that clients, suppliers, all existing team members and/or new team members are fully trained and competent in the application of client policy, defined processes and the technology used to manage the client and continue to remain up to date on all account changes
• Ensure service issues are dealt with effectively
• Understand all aspects of the contract and how to perform against it
• Support the Client Manager on client financial matters including forecasting for budget purposes. The role holder is responsible for meeting monthly billing and debtor collection targets
• Support the portfolio financial performance to budget for each client account and ensure Client Manager is proactively informed
• Undertake projects and consulting work, as requested by senior leadership
• Maintain competitor awareness and market activity understanding
• Understand the clients' business, how our service affects it and how improvements can impact their performance
• Be comfortable in discussing wider product offerings to existing clients and targets

• Previous experience of servicing large global corporate clients, covering all global mobility operational dimensions including: Supplier management, Financial management and Global compliance
• Successfully managing international relationships
• Capability to present in sales proposal situations
• Educated to a minimum of 'A' level or equivalent, ideally with a Bachelor's degree or equivalent experience and professional qualifications such as ATII, CRP, CIPD, GMS, etc.
• Familiar with the usual Microsoft software packages
• Excellent communication skills, innovative and creative thinking, customer centric approach
• Leads by example
• Working with and delivering through others
• Team player, wiling to actively support account team and be hands-on with delivery when required
• Market Awareness and strategic thought around new opportunities
• Ability to build and maintain relationships
• Integral in conflict resolution within the organisation
• Attention to detail and timely response
• Robust follow-up on delegated tasks to ensure appropriate results
• Adherence to established guidelines and procedures

Bonus + Benefits