Account Manager

JOB PURPOSEThe 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 Managers 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 & RESPONSIBILITIESOverall 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 companys services and products, SLA requirements as per contract and proposals and align delivery accordinglyUnderstand and action all client contractual obligations to ensure the company meets its SLA obligations and its clients objectivesManage allocated client relationship and their candidates including setting up, attending and presenting at meetings when requiredTrack contract duration and timeously assist in the renewal of existing contracts with clientsRespond to customer queries and implement Signas project plans in line with its SLA obligations and its clients objectivesTroubleshoot, actively and proactively resolve client issues and complaintsEnsure that clients have full knowledge and access to the selected range of available servicesEnsure that redemption and usage of products and services meet expectations of all parties and seek new ways of promoting products and services to clientsGive 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 campaignsProvide input on identifying new products and services that promote revenue growthDrive client service excellence and be customer orientedFinancial Management Implement all activities within budgeted costs to meet profitability targetsBe conscious of costs and use inputs economically while remaining customer focusedNegotiate and get the best out of suppliersProcessing instructions for payments from third party service providers, ensure that these are within the budget and authorised by the managementMonitoring 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 dateQuality 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 resultsMaintains in-depth knowledge of legal requirements related to day-to-day activities, reducing legal risks and ensuring regulatory complianceProvide policy guidance and interpretation or consult with relevant stakeholders in order to provide such guidanceEvaluate and manage risk in line with Signa Group and Clients 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 businessEnsure 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 timelinesContinuously assess the compliance of processes and procedures in accordance with the Legislation and internal processes and standardsAssist with onboarding of new clients including contracting, implementations and set upChampion and assist in the development of best practicesIdentify 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 clientsLiaise with and manage relationships with third party service providers including planning delivery of service, reporting and day-to-day management of SLAsSource 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 SignaCollaborate 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 SLAsPrepare 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 communicationReport 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 DepartmentManaging and developing departmental staffEnsure the correct disciplines and teamwork are in placeDemonstrate effective, fair leadership, and inculcate the company values and cultureManage and engage diverse teams effectivelyCollaborate 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 ddrivers 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