Service Management Account Lead

Role, Purpose, and Scope

Oversee the large operations to help keep the business running smoothly. This role’s includes analyzing business`

performance, managing budgets, and ensuring that staff performance aligns with company goals. The

provides high level support to the Delivery VP in relation to implementation of business

objectives and initiatives and undertakes a wide range of business administration coordination activities. Their

duties also include building customer and company relationships that generate revenue through current business

or new business/renewals.

Major Responsibilities

Business Management

• Develops clear and consistent direction on business / functional strategies and objectives.

• Manage cross-organizationally; effective communications (written & verbal).

• Analyze workflow to ensure efficient operations. Develop / implement process improvements.

• Meet all monthly reporting requirements and manage internal control processes.

• Workforce planning - analyze workforce utilization & productivity and determine the steps needed to

prepare for future staffing needs, while focusing on customer requirements and organization’s

objectives. Manage resource levels to effectively balance workload to resources and drive productivity.

• Translating corporate goals into functional and individual goals.

• Tracking and reporting scorecard results to senior management.

• Planning and goal setting for future periods.

• Designing and implementing business plans and strategies to promote the attainment of goals.

• Ensuring that the company has adequate and suitable resources to complete its activities.

• Developing business management goals and objectives that tend to growth and prosperity.

• Act as a liaison between the organization and the employees.

• Collaborates with other divisions and departments to carry out the organization’s goals and objectives.

• Work with senior management and other peers for strategy development and execution planning.

• Identifies, recommends, and implements new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials. • Collaborates with executive leadership to develop and meet company goals while supplying expertise and guidance on operations projects and systems. Finance • Deliver operational excellence – assess business processes driving efficiencies, continuous & demonstrable improvement of productivity & cost effectiveness. • Accountable for achievement of financial cost plan; Identify opportunities to improve gross profit through cost management initiatives. • Analyze workflow to ensure efficient and cost-effective operations. Develop / implement process improvements. • Assist employees with P&L Management – P&L review, analysis, and action planning, financial outlooking, supply management, etc. • Financial management for their P&L. Coaching and Development • Employee Engagement activities - Complete/lead all HR activities for teams including hiring, retention, succession planning, training/development (PDP), performance management (PIP), coaching/counseling, team building, & reward/recognition practices. • Manage effective communications (1:1s, relationship building). • Provide innovative ideas to help employees achieve business goals. • Lead and develop employees in their career paths. • Dealing with performance problems and terminations. • Conducting timely performance evaluations. • Understanding of client and HCL policies, processes, and procedures. • Participate in the recruitment, selection, and appointment of office staff. • Hold weekly communication / team meetings with team members to cascade company information and solicit views/opinions. • Hold monthly 1:1 meeting with each team member to discuss progress and ensure two-way communication. • Identifies training needs and ensures proper training is developed and provided. Customer Relations • Effective, efficient resolution of customer (internal) problems/issues, leveraging resources. • Assist with challenging client requests or issue escalations as needed. • Account management responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders. • Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors. • Collaborate with sales team to identify and grow opportunities within territory. • Work with sales and other internal teams to develop strategic marketing plans and ensure KPIs are being met. • Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit. • Cooperating on building account plans and service strategies with customers. • Achieving productivity improvements (KPI: Value for customer, enhanced margin and P&L performance) ADHOC • Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes. • Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested. • Participate in business meetings and general inputs in day-to-day improvements.

Education Requirements:

Min/Preferred

Education Level

Additional Details

Minimum

Bachelor’s/Master's or equivalent degree

Professional Certifications:

Min/Preferred

Certification Details

Additional Details

Preferred

Lean Six Sigma Yellow Belt Certification, Qwik solver or Equivalent education.

Preferred

Project Management Related Certifications

Preferred

LSS Green Belt Certification

Preferred

ITIL Foundation Certification