Sutherland Global Services

Account Manager

2 weeks ago
Job ID
2017-33033
Category
Service Delivery Leadership - Account Manager
BG-Sofia Bulgaria

Overview

 

This position will act as the Intelligence gathering and investigative branch of Workforce Management. Ongoing analysis with the purpose of operational excellence from forecasting and staffing to ongoing audits to ad-hoc requests and investigations. Responsible for answering high level managerial questions around productivity and ensuring our customers are well taken care of in a timely manner. To observe the SLA with a qualitative objective and customer orientation to the client company’s customers.

Responsibilities

Coordinate and communicate Contractual metrics and key deliverables.

Ensure contractual metrics are met;

  • For any contractual metrics which are not meeting targets, ensure action plans are developed and implemented by the respective account managers in each location;
  • Plan workforce for each location based on the locked forecast and look-ahead;
  • Coordinate all conversations and deliverables with the client;
  • Hold weekly meetings with the stakeholders in each location to discuss action plans and the status updates;
  • Hold weekly meetings with the silent stakeholders to discuss deliverables and action plans;
  • Share best practices and learning from different locations to benefit others;
  • Work on continual improvement projects for all locations;
  • Streamline processes between the locations to ensure EMEA operates as a unit;
  • Keep internal stakeholders updated on all happenings in the EMEA project

 

Account Managers in this role get to:

  • Influence the lives of others: Develop, train, and manage team members
  • Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
  • Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions
  • Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
  • Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction
  • Keep leaders informed: Relay important information in the form of timely and accurate reports

 Our most successful candidates will have:

  • Strong verbal and written communication skills; the ability to communicate in a clear, constructive, and professional manner
  • Strong analytical skills; the ability to interpret data, identify trends, and make suggestions for improvements
  • A creative and resourceful approach to finding effective solutions to problems and situations
  • The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
  • Goal-orientation and the power to motivate teams to achieve exceptional results
  • Proven track record of running large operations with exceptional performance Strong program P&L experience and client management skills
  • A Bachelor’s degree; Master’s degree preferred

Qualifications

  • Similar experience in a leadership role is a mandatory such as an operations manager or service delivery manager..etc
  • University degree;
  • Very good knowledge of English and preferably second West European language (French, Spanish, Italian, Portuguese, German, Dutch, Danish, Swedish, Norwegian, Finnish, Czech, Polish, Turkish etc.);
  • Excellent communication and leadership skills;
  • Willingness or skills for a customer-oriented job;

 

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