Job purpose: To manage and assume accountability for the operational delivery of products across designated accounts within a sector. To manage a Client Account Team to ensure their allocated accounts and the sector achieve and exceed new business and renewals budgets and work with the Sector Product Manager on the strategic development of the sector. To ensure business plans and projects are progressed effectively and according to milestones.  To ensure implementation of the most commercially sound end-to-end operational solutions. 

 

Monitor and increase new business and renewals income on designated client accounts within a sector, with accountability for achieving and exceeding budgets.

Manage a team responsible for the client accounts within a sector, monitoring and assessing performance as measured by set KPIs, guiding personal development and carrying out performance reviews.

Take full account handling responsibility for specific client accounts including but not limited to the following:

Provide a contact for the client for day to day issues and take responsibility for resolving problems and assisting the team to resolve problems.

Attend or manage external client meetings, give operational guidance, give presentations, present statistical reports, take minutes and give input into the meeting.

Analyse mailing figures, ensuring that mailings are timely, accurate and that volumes and take ups are achieving or exceeding the budget figures

Co-ordinate the set up and ongoing operational management of new accounts and schemes

Identify and implement the most commercially viable operational solutions for warranty schemes, campaigns and projects for accounts in a sector

Support Product & Account Management in maintaining and building relationships with existing and new clients, providing exceptional operational expertise.

Chair internal project meetings with colleagues/other depts.

Provide an escalation route for operational issues both internally and for clients.

Take responsibility for resolving escalated issues through priority management, collaboration and coaching of team members.

Demonstrate a thorough knowledge of the company’s business and systems and apply this to improve business processes.

Develop a thorough knowledge of the business and culture of clients within a sector and use this to develop relationships and opportunities

Support the Product Manager with ad-hoc responsibilities, tasks and projects.

Report monthly on new business and renewals against budget and other business performance indicators for designated Accounts, highlighting key achievements and issues arising, with an action plan for addressing issues.

Report monthly on performance and progress of team members, highlighting key areas for development.

Provide coaching for Account Handlers and Administrators when required on an ad-hoc basis.

Key involvement in recruitment / interviewing process for new team members when required.

Adhere to internal procedures and controls to ensure the integrity of the service to the client.

Understand compliance and current legislation related to warranty provision.

Be comfortable liaising with directors / senior managers internally and externally and discussing current affairs relating to warranties and the sector. Offering advice about existing products and promoting value added services. 

 

Key Deliverables and Performance Indicators: 

Achievement of warranty income generation against budget

Production and delivery of business plan for key accounts within a sector

Produce monthly sector new business, renewals and operational issues report

Monthly staff development report

Appropriateness, accuracy, timeliness and efficiency of new scheme / campaign set up throughout a sector

Identification and resolution of operational issues

Demonstration of increased new business and renewal income, improved business processes and improved client relationship management.

Development of team members including performance review documents

Handling and responding to queries from clients quickly, efficiently and accurately.

Monitoring the performance of clients with regard to targets and standards.

Keeping abreast of market conditions and developments.

Building up detailed knowledge about the company's products;  

Collaborating with internal sections of the business in order to meet client demands and remain competitive;

Essential criteria:

 

Inspirational leadership

People management

Project and personal management

Product and service expertise

Attention to detail

Initiative

Communication and collaboration

Building effective relationships

Creating and delivering compelling propositions

Analytical thinking

Financial and operational awareness

Report writing

Organisation and planning

Time management

Commitment

Results driven

Self regulation

Focus on client/customer

 

Extensive client account handling/ management or similar experience.

Experience in staff management. 

A high level of literacy and numeracy and confidence in communicating with people at all levels of authority.

Confident user of Microsoft Office package with intermediate or advanced excel skills.