Senior Manager

Job Description

Role Responsibilities

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• Establish and maintain professional executive business relations with clients, distributors and vendors and to ensure a high level of service and client satisfaction
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• Oversee the implementation of effective business practices and ensure operational excellence at all levels to further enhance client satisfaction and advocacy
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• Work directly with the Service Delivery teams and other key leaders in driving new revenues and increasing growth within existing accounts
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• Develop strategic and tactical goals and objectives, review revenues and costs, and coordinate operations throughout accounts
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• Support key initiatives/partnerships designed to advance business goals
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• Manage day-to-day Account Management activities, including strategic planning, development and implementation of appropriate business operations
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• Work with senior management, client representatives, and other resources to administer effective strategies, solutions, and policies consistent with established Company-wide goals and initiatives
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• Serve as the company’s primary point-of-contact for client relations and satisfaction, deliver on client expectations; ensure effective account management, employee performance and productivity
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• Facilitate activities with related department heads and stakeholders, provide leadership to subordinate employees, and ensure client advocacy at all levels of operations
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• Develop management protocols and accountabilities to ensure the timely and thorough execution of sales strategies and ensure coordination and integration with broader corporate goals and objectives
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Desired Skills & Qualifications

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• The ideal candidate will have at least 12 or more management experience in a fast paced, rapidly-changing operations environment.
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• Bachelor’s degree in sales or closely related business field or an equivalent combination of professional, directly related experience and directly related education; MBA preferred
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• Prior experience in leading international operations
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• The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.
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• Demonstrated ability managing and developing large high-performance teams of associates/managers is required. Demonstrated familiarity with general principles of workflow in an inbound call/ chat/ email center, and current technologies to help manage that workflow. Must possess exceptional analytical capabilities.
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• The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment. A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is required.
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• Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.
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