Senior Account Manager  

Performance management

· Ensure that staff meets client standards, KPIs, metrics, etc.

· Monitor and track daily attendance.

· Meet coaching session quotas per month.

· Guide employees to correct or meet performance standards and/or behaviour by identifying the root cause of the problem. Identify causes and find solutions, not to punish the employee.

Employee Satisfaction and management

· First line of support for the staff

· Assist the staff in coordinating with the other departments

· Roll out company updates to clients and staff

· Create requests to issue bonus, incentives, and commissions as approved by the client

· Regularly coordinate with the client regarding the status of the offshore team

· Implement policies, deadlines and standards set by the client and the company

· Create, maintain and administer schedules for outsourced staff, in coordination with the client.

· Help ensure that employees receive information on updates, policies, and company events.

Client Satisfaction and Engagement

· Spearhead meetings with clients to determine their plans for their offshore staff.

· Coordinate with the client for team expansion and sourcing needs

Other tasks:

· Prepare and maintain statistical reports used in management decision-making –

· Create requests in changing or updating employment terms of staff.

· Draft training agreements for project/team indicating the performance metrics, evaluation and escalation of infractions, and coordinate with HR for the approval of the document

· Coordinate with the Recruitment team for team expansion/replacement of project employee, IT to meet service level agreements, HR for government-related requirements and concerns, etc.

Requirements

• At least 3 years of experience as account manager or similar work
• Team management
• Client engagement and management
• Willing to work nighshift
• Well versed in MS excel and powerpoint