Account Manager

Salary: Negotiable, plus company benefits

Location: Wan Chai District, Hong Kong

Contract: Full Time

Shifts: 40 hours per week, Monday – Friday, 9am until 6pm with 1-hour unpaid lunch break

Work model: Fully onsite

Williams Lea seeks an 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.

Purpose of role

The Account Manager is responsible for build and maintain strong relationship with clients. Oversee team managers and to keep site team maintain high level of service standards. Provide leadership and manage multiple accounts across service lines, offer ad hoc feedback to individual staff member on performance excellence or issues.

Key responsibilities

CLIENT SERVICING

• Meet key client contacts regularly to discuss operations and identify opportunities for service enhancement.
• Increase client satisfaction scores.
• Conduct in-country employee appraisals & development planning.
• Ensure processes and procedures are observed at all times and updated regularly.
• Encourage teamwork by fostering a positive, cohesive, collaborative, and team-oriented working environment.
• Ensure robust succession planning.
• Understand and enforce company policies and procedures.
• Manage monthly billing, reporting and finances effectively

LEADERSHIP, TRAINING & DEVELOPMENT

• Lead client and staff meetings as appropriate
• Manage staff, using ‘lead-by-example’ approach and assist with any role when necessary to ensure client service expectations are met.
• Resolve disciplinary issues in a timely and legally compliant way.
• Foster a positive, cohesive, collaborative, and team-oriented work environment.
• Prepare and conduct employee evaluations and development planning.
• Maintain site employee capability matrix.

FINANCE

• Prepare monthly site invoice, gross margin template and payroll.
• Review and question monthly profit-and-loss and balance sheet statements
• Assist in annual and ad hoc budgets for site operations.
• Assist in responses to Requests for Proposals

BUSINESS CONTINUITY

• Produce and regularly update a business continuity plan covering the provision of services to client in the event of site inaccessibility (power, network, building disruption)
• Produce and regularly update a succession plan for site roles covering staff promotion, transfer, resignation, termination.

CONTRACT MANAGEMENT

• Ensure to work with all relevant parties (Legal, Risk, Finance, HR) for contract negotiation.
• Keep contract up to date when there is any change in scope / service fee.

Personal attributes

• 5+ years comprehensive outsource experience preferred.
• 5+ years’ experience in a leadership role
• Cross-cultural sensitivity
• Fluent English (oral and written), Good Cantonese required; Mandarin advantageous.
• Strong knowledge of Microsoft Excel, Word, PowerPoint