Senior Account Manager - Capital Markets

Senior Account Manager - Capital Markets

Responsibilities:

Enterprise Transformation & Change Management

• Partner with C-level executives for assigned accounts to successfully integrate managed shared services into their business models by leveraging change management best practices and frameworks
• Champion the value of managed services and ensure that service transitions are conducted in an appropriately thorough and structured manner given the nature of the service and associated transition risk to the business
• Ensure that cross-functional transformation projects are delivered with a high degree of quality and that our approach insulates our customers' business operations from disruption.

Customer Relationship Management

• Build and maintain an understanding of business models, objectives, and organizational structures across assigned accounts
• Own the overall relationship and key stakeholder touchpoints between the company and assigned accounts for which the company is delivering services
• Support functional leads from the company and associated Group entities as needed to ensure effective and integrated delivery of projects and support services to shared customers
• Leverage customer service experience and industry best practices to ensure that customer touchpoints are coordinated, efficient, and consistently high-quality across assigned accounts
• Develop and successfully negotiate commercial documents supporting service delivery as required including Statements of Work (projects) and Service Level Agreements (managed services).

Service Roadmapping

• Build and represent a thorough understanding of the company's service catalog and supporting processes, tooling, etc. across value streams delivered by several functions including:
• Real Estate & Facilities Management
• Finance & Accounting
• HR
• Technology
• Project Management
• Risk Management
• Collaborate with service owners and other account managers to model and maintain a feasible, integrated roadmap of strategic initiatives aligned to customers' business objectives.

Demand Management

• Ensure that current and anticipated demand for the company and customer resources is proactively managed and modeled across assigned accounts
• Throttle commitments and be supportive of service owners and account managers when unexpected priorities arise that have an impact on service delivery and expectations previously set within your accounts.

Quality of Service

• Review project progress and status reports to ensure that communication lines are clear and risks are being mitigated in a timely fashion
• Source and create aggregate reporting as needed to effectively communicate and align stakeholder groups across accounts.

Continuous Improvement

• Implement effective teamwork practices by removing obstacles that prevent collaboration, embracing the value of diversity in the workforce
• Set high standards for performance through demonstration and empowerment of others
• Proactively identify and contribute to company-wide improvement opportunities.

Requirements:

• 5+ years of experience leading enterprise transformation initiatives that drive adoption and integration of shared services in financial services, capital markets and related verticals
• Applied experience and success with leveraging change management best practices and frameworks (e.g. ADKAR)
• 7-10 years of project portfolio, BPO and account management experience in a "trusted advisor" role and service provider capacity for medium- to large-sized businesses
• Experienced and comfortable maintaining relationships, driving outcome-focused conversations and managing expectations with C-level stakeholders
• Ability to build credibility and a rapport with company team members by consistently supporting them in client interactions while collaboratively working through issues and improvement opportunities
• Ability to respond to dynamic business conditions and maintain focus through continuous prioritization and expectation management
• Willingness to be very hands on from a data management, communication and documentation perspective with minimal administrative support
• Strong bias for action and the ability to thrive in a constantly-evolving environment at a rapidly growing company
• Familiarity with the private equity business model, including related business functions and dynamics is a plus
• Applied experience with ITIL-based service management
• Experienced in implementing ERP, CRM and / or HRIS solutions modern cloud infrastructures, and data technologies
• Experienced with developing reports and dashboards for senior leadership teams on a consistent basis