Account Manager

Account Manager/ Operations Manager

Salary: Negotiable, plus company benefits

Location: Kowloon District, Hong Kong

Contract: Full Time

Shifts: 40 hours per week, Monday – Friday, 9am until 6pm with 1-hour unpaid lunch break

Work model: Fully onsite

Williams Lea seeks an Account Manager to join our team!

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

Purpose of role

The Account Manager is to build and maintain strong client relationships, keep site team focused to maintain high level of service standard, encourage teamwork, ensure all staff members are involved in generating high client satisfaction. Provide leadership and manage multiple accounts across service lines. Offer ad hoc feedback to individual staff members on performance excellence or issue.

Key responsibilities

CLIENT SERVICING & OPERATIONS MANAGEMENT

• Manage and oversee the site operations, ensuring all SLAs, contractual requirements and client expectations are met
• Demonstrate a full understanding of the client contract and ensure updates are made in a timely manner
• Build and maintain strong client and team relationships; regularly meet key client contacts, provide fast turnarounds to requests and work collaboratively to achieve goals
• Manage local vendor relationships and contracts, where applicable
• Ensure all operating procedures, processes and manuals are up-to-date and always adhered to
• Advise and support the client and team on daily matters with clear communication, applying examples of best practice
• Encourage teamwork; drive change and ensure all staff members strive to achieve client satisfaction
• Maintain effective communication with the Regional Account Director at all times. Escalate promptly when required
• Proactively identify opportunities for service enhancement and client value-add

LEADERSHIP, TRAINING & DEVELOPMENT

• Lead client and staff meetings as appropriate
• Manage staff, using ‘lead-by-example’ approach and assist with any role when necessary to ensure client service expectations are met
• Resolve disciplinary issues in a timely and legally compliant way
• Foster a positive, cohesive, collaborative, and team-oriented work environment between staff members of both intra- and inter-office departments
• Prepare and conduct employee evaluations and development planning
• Maintain site employee capability matrix

FINANCE

• Prepare monthly site invoices, gross margin template and payroll
• Process mailroom and reprographics vendors invoices
• Review and question monthly profit-and-loss and balance sheet statements
• Perform regular salary and equipment benchmarking against other sites, competitors and countries
• Prepare responses to Requests for Proposals

OTHER GENERAL DUTIES

• Assist with hiring, training and development of staff and foster a collaborative team-oriented work environment
• Prepare and assist with employee evaluations and disciplinary issues
• Manage and deploy overflow/temporary staff, ensuring site is adequately staffed at all times
• Maintain confidentiality and exhibit professional decorum at all time
• All other duties assigned

Personal attributes

• 5+ years of comprehensive outsourcing experience preferred.
• 5+ years’ experience in an operation’s supervisory role
• Fluent in Cantonese and English (oral and written) is required, Mandarin advantageous
• Strong client service, negotiation and communication skills
• Strong knowledge of Microsoft Excel, Word, and PowerPoint

Rewards and Benefits

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

• 20 days’ holiday, plus bank holidays (pro-rata for part time or fixed term roles)
• Life Assurance
• Private Medical Insurance
• Dental Insurance
• Referral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

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