Account Manager

• Managing the client relationship and being the daily point of contact for the client. Understanding their requirements and ensuring these are being delivered by Teleperformance and that client expectations are being managed.
• Driving continuous improvement and delivering change in order to improve performance
• Adding value to the clients business / service provision (client centricity)
• Managing communications internally and between the client, ensuring there is a clear communication plan in plan in place with an appropriate schedule of internal, monthly and quarterly review meetings
• Managing account governance, including the production of agendas, minutes and actions for all meetings
• Overseeing the provision of accurate, timely and insightful MI to the client
• Accurate invoicing and ownership of accounts receivable (aged debt)
• Contract management including change management and negotiation of commercials. To clarify; ongoing production of paperwork to ensure that there is a clear audit of EVERYTHING that has changed from the original contract and the commercials to fit
• Identifying potential issues that could affect the client and taking appropriate action
• The production of Account Plans
• Identifying potential business development and account growth opportunities and working with the Client Services Director to secure
• Management of all client audits as per contractual requirements.
• Plan, coordinate and communicate activities across departments on a daily basis
• Manage and respond to changing and unexpected situations
• Working with operations on tactical delivery of the account
• Monthly and quarterly review packs / ensuring operational pack material in quarterly review packs and that all review meetings have clear minutes (with dates and owners)
• Continuous improvement logs
• Key client satisfaction surveys completed on a REGULAR basis with client (KSAT) -Quarterly/Monthly - with clear action logs attached to drive green rating from client
• Financial reporting: input top line sales and (where applicable) direct costs taken from operations and make sure we are reporting accurately on all TP financial reports

Industry & Technical Knowledge

• BPO experience in an international context (especially UK clients).
• BFSI domain knowledge (banking, insurance, financial services).
• Familiarity with BPO operational tools, CRM systems, reporting tools.
• Knowledge of service delivery frameworks, SLAs, and contract compliance.