Accounting/Auditing, Computers, Software, Customer Service and Call Center, Finance/Economics, Financial Services, Internet/E-Commerce, Manufacturing and Production, Real Estate, Sales, Executive Management, Research & Development, Web Technology
Manager Dual Role (Account Management & Operations) - Remote
Manager Dual Role (Account Management & Operations) Remote SUMMARY: Strategic individual with overall responsibility for a portfolio of Client accounts, who works closely with the Director in managing the client relationship to ensure Cartus success and profitability. Manager serves as catalyst to drive profitable growth for Cartus and to monitor and manage processes to meet Client and Cartus/Corporate strategies. In this role, you will oversee the operations team(s) and collaborate closely with all support groups to insure seamless delivery to Clients and Customers. RESPONSIBILITIES: Client Strategy: Proposals: Develop and conduct presentations for current clients in RFP alone or in partnership with Director or VP as required. Participate in prospect best and finals liaise with sales team as required Contract Negotiations: In conjunction with Director, may lead the internal and external negotiation on pricing and contract terms for key engagements. Responsible for providing business case to director to review with Cartus Leadership on low margin pricing Implementations: Participate and lead strategic and program discussions with Client during implementation meetings, partner with all support teams Setting Goals: In conjunction with the Director, develop/implement account specific plans and strategies to achieve service, revenue, and profit goals. Develop, track and measure on Client SLA performance statistics, service results, dashboards and metrics Client Policy: Responsible for all aspects of policy, both through audit and team training, ensuring the business understands the Client program. Provides coaching and support to operations for Client policy management SOS/Cross Selling: Have a thorough understanding of the Client contract and selling opportunities of Cartus products/services to generate increased revenue Client Reviews: Schedule and create platform to review program annually or as needed, strategize with Director or key stakeholders on insights and goals for the review Client Projects: Manage or support Client specific projects. Monitor performance and ensure team time and effort is progressing to meet established deadlines Client Satisfaction: Monitor performance and actions of Cartus in meeting Client specific targets and Cartus Leadership goals. Ensure Cartus is tracking and reporting on SLAs and service recovery strategies Client Health: Penetrate higherlevel relationships and offer trusted guidance on product/services, operational processes and obstacles that influence achieving client and Cartus goals Team Leadership: Team Culture / Diversity & Inclusion: Foster team collaboration, cooperation, respect and ethical behavior Financial Accountability: Health of the Account: Analyze data and drive strategic direction to increase profitability. Respond to Credit review of the Client health and resolve open issues. Accountable for billing accuracy by taking corrective action on contracts Operational Compliance: Ensure Client is aware of the Customer receivables, the plan to receive the funds, and determine if/when Client should be billed for a receivable. Perform audits for new and updated contracts to ensure compliance with company requirements Account Profitability: Track and measure account margins through new product development, organic growth and execution of services for retention of existing business Pricing Requests: Initiate and manage pricing requests and support pricing department objectives Financial Impact on Cartus: Understand and actively manage Client receivables, i.e billing, and aging and have a working knowledge of all financial impact to Cartus when managing objectives Volume Forecasting: Anticipate and strategize with Clients to prepare and establish business trends month over month Budget Planning: Assist Director with budget planning, cost estimating, accruals and expense projections Service Excellence: Client and Customer Experience: Responsible for overall Client experience and collaboration throughout Cartus organization to ensure Customer satisfaction Operations Team Support / Driving Operational Excellence: Collaborate and support operational initiatives; participate in process improvement and training on Client procedures/programs/culture Support Team Collaboration: Collaborate and support internal department initiatives, participate in process improvements and training on Client programs/culture Managing Client Expectations: Ensure the Client has a clear understanding of how their contracted services align to their program administration objectives. Supplier Management: Act as Client advocate with network suppliers by effectively communicating the Client's philosophy and needs with regard to relocation policies and culture Service Experience: Client Survey: Responsible for achieving metrics in satisfaction results and survey return rate. Responsible for putting together action plans to respond to feedback provided on Client surveys. Periodically pulse Clients on satisfaction throughout the year. Customer Surveys: Educate operations on Client culture and service requirements Operational Management: Works with Director/VP to: Continuously develop overall team performance, effectively utilizing team resources and implementing improvements Plan and implement strategy and the related productivity tools to optimize the effective utilization of available resources Evaluate the efficiency of operational process, procedure and service strategies and implement process reengineering as appropriate Ensure quality customer service by establishing and implementing policies and procedures; resolving customer complaints and service issues, act as the senior point of escalation for issue resolution Individual development planning: assess strengths and developmental needs of employees and provide timely, clear and objective training and coaching Compile, analyze and interpret data to monitor performance against standards in respect to services, revenues, fees, billing; manage reporting as necessary Work in partnership with bi and triregional service teams, implementation teams and account management Team succession planning POSITION QUALIFICATIONS: 35 years related business experience in Account Management in domestic and/or international assignment management, relocation, real estate or service industry Bachelor's degree or equivalent experience required Strong communication and presentation skills required Able to work independently, using selfinitiative to accomplish Client requests. Must be resourceful and possess strong interpersonal skills Demonstrated relationship management skills required; sales experience a plus Experience in full International Assignment Management including International tax, compensation and expatriate program outsourcing is a plus Available to travel, as needed KEY DIMENSIONS: Account Management experience managing multiple accounts Financial savvy and analysis, influencing and negotiation skills Cultural sensitivity LIVN1 Remote working requires 50 MB download and 7 MB upload internet speed.