Regional Account Manager
Salary:
Location: Singapore, Central
Contract: Full Time
Work model: Fully onsite
Williams Lea seeks a Regional 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.
Summary:
The Regional Account Manager will be responsible for the delivery of Business Support and Office Services for one of our global investment banking clients across APAC. They will oversee and be involved in the operations, manage a regional team of onsite leaders across six countries, proactively drive change and lead initiatives on behalf of Williams Lea and the client. They will manage client relationships and be the first point of escalation for any service-related issues. They will contribute towards strategic planning, identify opportunities to develop the account, and collaborate with the global account team.
Specific areas of responsibility
CLIENT SERVICING & OPERATIONS MANAGEMENT
- Manage and oversee the operations in multiple locations to ensure all SLAs, contractual requirements and expectations are met or exceeded
- Ensure all operational processes and procedures are adhered to at all times, including regular reviews to ensure efficiency and effectiveness
- Build and maintain strong relationships with client and team; regularly meet key client contacts, ensure timely responses to requests and work collaboratively with stakeholders to achieve goals
- Ensure teamwork and consistency across the region; ensure all staff members are involved in generating high client satisfaction
- Support in preparing and presenting regular client reporting and business updates (eg. weekly operational updates, monthly metrics, QBRs)
- Proactively identify opportunities for service enhancement and client value-add. Drive a culture of continuous improvement.
- Oversee client invoicing, payroll, budgeting and finances, including effective cost management
- Regional lead for initiatives and projects, effectively communicating and co-ordinating with Williams Lea and client teams.
- Work with the global account team to align best practices, resolve issues and deliver consistent global services.
LEADERSHIP, TRAINING & DEVELOPMENT
- Put in place strategies to engage and retain staff, including identifying, encouraging and developing future leaders and delegating tasks to support learning and development
- Work with local Account Managers to ensure their teams are optimally staffed at all times
- Lead client and staff meetings with confidence and knowledge
- Lead by example with behaviour that is positive, and solutions focused
- Foster a positive, cohesive, collaborative, and team-oriented work environment
- Prepare and conduct regular employee reviews, set appropriate, measurable goals and incorporate development planning
- Effectively manage disciplinary and performance issues to ensure best outcomes for the business
- Demonstrate cross-cultural understanding and sensitivity
- Ensure 100% completion of all Williams Lea and client mandatory compliance and other training
CORPORATE & COMPLIANCE
- Ensure strict compliance with established processes, procedures and policies, particularly relating to the confidentiality of client and Williams Lea information
- Participate in Williams Lea Town Halls and quarterly updates. Regularly communicate business updates and ensure any messaging is understood by onsite teams.
- Propose suggestions to improve company procedures, profitability and business expansion
- Responsible for resolution and incident reporting
Professional experience and skills required
- Bachelor degree or equivalent work experience in business process outsourcing
- 5+ years comprehensive outsourced operations experience in Asia Pacific
- 8+ years experience in a leadership and operations management role
- Strong client service and communications skills (verbal and written)
- High level of competency in MS Excel, Word, PowerPoint
- Experience presenting to senior clients and internal senior management
- Proven track record of managing teams both locally and remotely
- Detail oriented with the ability to prioritise and handle multiple tasks in demanding, time-sensitive environment
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 annual leave
- Private Medical 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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