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Director of Account Operations
3 months ago
Put simply, our mission is to be the solutions and the team behind the best experiences for the world's leading brands, wherever and whenever needed. With 170,000 people working across the globe, Foundever securely connects brands with their customers 9 million times daily in over 60 languages. Our global footprint makes us one of the few true global players in the BPO industry.
THE OPPORTUNITY:We are seeking a dynamic and experienced professional to join our team as the Director of Account Operations for the UK & South Africa. The ideal candidate is a seasoned commercial leader who is a strategic thinker, comfortable with ambiguity, collaborates extensively to get the job done, and has proven experience with growing enterprise customers.
ABOUT YOUThis role requires a strategic leader who can drive client satisfaction, optimize operational efficiencies, and foster strong relationships with our clients. The ideal candidate will have a proven track record of success in account management coupled with extensive experience in BPO operations operating at a senior level.
KEY RESPONSIBILITIES:- Client Relationship Management: Act as the primary point of contact for key clients in the BPO sector. Maintain strong, long-lasting relationships with client stakeholders, understanding their needs and objectives. Identify opportunities to expand our service offerings and drive revenue growth within existing accounts.
- Strategic Account Planning: Work with cross-functional teams to develop strategic account plans that align with client goals and objectives. Ensure the execution of account plans, ensuring alignment with company objectives and client expectations. Review account performance metrics and adjust strategies as needed to achieve targets.
- Operational Excellence: Collaborate with operations to ensure high-quality service delivery and adherence to SLAs (Service Level Agreements). Implement best practices and process improvements to optimize operational efficiencies and drive cost savings. Work closely with operations teams to address client feedback, resolve issues, and mitigate risks.
- Team Leadership and Development: Lead and mentor a team of Account Directors, providing guidance, support, and coaching to drive performance excellence. Foster a culture of collaboration, accountability, and continuous learning within the account management team. Identify training needs and provide resources to support professional development and career growth.
- Market Analysis and Business Development: Stay informed about industry trends, competitive landscape, and emerging technologies in the BPO sector. Conduct market analysis to identify new business opportunities and potential areas for expansion. Collaborate with the sales and marketing teams to develop strategies for acquiring new clients and growing market share.
Exceptional leadership skills with the ability to manage multiple teams and large groups of people. Proven experience (10+ years) in account management, with an excellent understanding of the BPO sector. Excellent interpersonal/communication skills, communicating at all levels. Ability to action commercial decisions affecting P&L and create budgets/forecasts while tracking financial performance against the plan. Strategic thinker with a track record of driving business growth and achieving revenue targets. Effective problem-solving skills. Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
THE PACKAGE ON OFFER:For the right individual, you will be eligible for a competitive basic salary depending on experience with a competitive bonus and commission structure. You will also have the benefit of working for a very secure and stable organization that provides excellent working conditions and training, as well as an aggressive growth strategy for the UK & SA which will open up career opportunities for the right individual.
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