Note: This is a 1-year contract role.
Job Overview
We are seeking a customer-focused and operationally strong account management person to oversee service delivery and client engagement on daily operations. This role serves as the key escalation point for clients, ensures SLA and KPI adherence, and drives continuous service improvement through strong process governance and team leadership.
WHAT YOU WILL BE DOING:
- Serve as the primary escalation point for clients on service delivery matters, ensuring prompt resolution and transparent communication.
- Lead and supervise a small team of junior staff to meet agreed service levels, KPIs, and
- operational targets.
- Establish, implement, and enforce Standard Operating Procedures (SOPs) to ensure consistency, quality, and compliance.
- Build and maintain strong client relationships through regular engagement sessions, including the delivery of monthly service performance reports.
- Ensure timely, accurate data reporting and client billing for both internal stakeholders and external clients.
- Drive incident management and closure by implementing corrective and preventive actions to restore and enhance client confidence.
- Manage minor service and project changes such as asset moves, additions, modifications, and removals.
- Promote a respectful, inclusive, and professional workplace culture, ensuring fair treatment of employees, subcontractors, clients, and visitors.
- Ensure adherence to company policies including Business Management System, Security, Data Protection, and confidentiality standards.
- Enforce Work Health and Safety (WHS) policies and promote safe work practices and hazard reporting.
WHAT WE ARE LOOKING FOR:
- Basic understanding of Business Process Outsourcing (BPO) services and market landscape exposure to Grid or related technologies is an advantage.
- Proficiency in Microsoft Office applications.
- Strong understanding of operational processes with the ability to identify and drive continuous improvement.
- Good organisational, planning, and time-management skills to manage multiple priorities.
- Excellent interpersonal, communication, and stakeholder management skills.
- Ability to work collaboratively in a team-oriented, service-driven environment.
- Minimum 1 year of relevant experience, preferably in Service Delivery or Account Management roles.
- Minimum Diploma qualification in any discipline.
Simply click the Apply now button to get started.
EA License No. 11C5502
EA Reg No.: R23114633
