Account Manager - Onsite services

Purpose

Specific Accountabilities

1. To act as senior point of contact to manage overall performance of client sites;
2. in conjunction with Country Manager, completion of client reporting and delivery/presentation to clients in a timely manner;
3. in conjunction with Country Manager, facilitation and leadership of monthly and quarterly client review meetings;
4. overall responsibility for the preparation and oversight of client site operations manuals and site specific material;
5. project management of transition and implementation requirements and operational setup for new clients and new services;
6. to develop a high performing culture with engaged employees and strong commitment to customer service;
7. to work with the Human Resource team to establish and manage effective training and induction plans;
8. to ensure quality control of all Company output with respect to customer relationship management and delivery of services;
9. to meet and overcome operational and service delivery challenges;
10. to provide inspirational people leadership for site based employees;
11. to ensure timely and accurate volume and financial data and other input are provided to the finance and administration teams; and
12. to abide by specific internally established control systems and authorities, to lead by personal example and encourage all employees to conduct their activities in accordance with all applicable laws and the Company’s standards and policies, including its environmental, safety and health policies.

General Requirements & Duties

As the on-site representative of DBL, the Account Manager will be responsible for maintaining exceptional standards of both mailroom services, reception services and workforce presentation, along with ensuring each employee is performing their duties in a correct, efficient manner.

Collaborating closely with the On-site Team Leaders and Country Manager, the Account Manager will manage all day-to-day operational matters and drive the performance of site teams. 

Alongside leadership duties, the Account Manager is expected to perform all Mailroom and Reception duties required of their team of Mailroom and Receptions Operators as per the respective job descriptions at various sites. 

Key Performance Measures

• Achievement of budgeted financial objectives
• Customer satisfaction and retention of contracts
• Provision of timely and accurate management reports
• Full and satisfactory contribution to corporate issues and adherence to Corporate Policy.
• An open display of the Company’s values at all times.

Matching Indicators

• Low staff turnover
• Positive relationships with internal and external stakeholders
• Financial performance

We wish to ensure that our people are multi-skilled. Therefore, your accountabilities and role may change. This position profile is an overview of the role and may vary over time.