Operations Account Manager

at  JLA

RESPONSIBLE FOR STAFF

Account Managers – FTE 10 = 1 expert, 8 Account co-ordinators, 1 admin
Circuit – FTE = 1 team leader (who has 5 direct reports)

ROLE OVERVIEW

This is a critical role accountable for leading the Circuit Operations Management Team and Key Account Management team within Laundry & Catering Customer Services.
They will be accountable for the delivery of a first class and efficient service to both internal and external stakeholders and customers. They will manage the operational performance of the teams, to ensure the successful delivery of the business strategy and objectives.

KEY TASKS

• Develop, engage and lead the Circuit team and Key account management team that are driven to deliver the operational targets and business strategy, with a focus on continuous improvement and customer experience
• Instil a customer focused culture and a right first-time approach, including attending all customer meetings for our Account Managed customer base.
• Promote and lead on process improvement to drive efficiencies within the teams.
• Lead on projects throughout the year to ensure we deliver a great service for our customers and internal stakeholders
• Data analysis – be able to provide and analyse data for both customers and key stakeholders, to ensure that KPIs are achieved and to maximise customer satisfaction.
• Circuit - Work closely with field sales and CRMS to ensure effective service delivery
• Ensure the appropriate review of information is undertaken including WIP (Work in Progress) management, account reviews and development of mitigation plans covering people, processes, systems and metrics .
• Liaise with commercial within account management to discuss current and new contracts, to ensure resource requirements are scoped as part of the contract mobilisation process.
• Own the Key Account Customer Health Score card to identify opportunities for operational improvement

Knowledge and Skills (what you know and what you can do)

• Confident communicator
• Customer service skills
• Strong leadership
• Strong organisational skills
• Analytical skills
• Ability to deliver process improvemen

Experience (what you have done)

• Experienced People Leader
• Expertise in analysing data sets and using insight to make effective decisions
• Dealing directly with customers
• Experience of managing multiple work-streams and processes.
• Experience of presenting data to customers and internal stakeholders
• Have worked in a commercially driven environmen