Account Manager

3 weeks ago

London, Greater London, United Kingdom Pareto FM Full time

Role: Account Manager

Location: International Group account

Reports to: Account Director

Key Purpose:

  1. Lead the performance and management of Pareto accounts, driving rapid sustainable growth, statutory compliance, operational governance, employee management, and customer retention.
  2. This role requires extensive travel across the UK and Ireland.

Key Accountabilities:

  1. Accountable for a portfolio of key accounts, ensuring all contractual obligations are met and exceeded.
  2. Responsible for operations/compliance across all client locations in the UK and supporting operations and compliance across Ireland.
  3. Ensure the delivery of professional and exceptional service to all customers with proactive and class-leading customer communications and relationship management.
  4. Complete Monthly, Quarterly, and Yearly reports and attend meetings with all accounts across the designated patch.
  5. Ensure high levels of customer service by acting as the lead FM liaison between key site management, stakeholders, and senior leadership teams, providing regular reporting on service levels and compliance.
  6. Work closely with other client departments to ensure continual improvement in operational delivery, sustainability, health and safety, procurement, IT, and AV, identifying opportunities for future investments.
  7. Prepare and manage OPEX budget; conduct quarterly financial reviews with management accountants.
  8. Prepare and manage CAPEX budget.
  9. Lead the HSQE compliance and audit program across the Account portfolio and create a culture of safety and compliance across the workforce, conducting regular internal audits on Health and Safety, PPM, and ISO.
  10. Accountable for HSE requirements such as Legionella, COSHH, LOLER, FRA, and ISO accreditations.
  11. Ensure strategic account plans and business continuity plans are completed and followed for all contracts.
  12. Create and manage an operational delivery structure that supports the customer's business requirements and processes both in normal and out of normal working hours.
  13. Overall management of Sub Contractors and visitors for all sites.
  14. Lead tendering and review all soft and hard FM services delivered under contract.
  15. Lead a Total Facilities Management operation across all client sites, ensuring the central CAFM system is used to log, track, and report on all activity, including PPMs, reactives, and projects.
  16. Manage and develop employees that report in your accounts, ensuring that company culture and behaviors are always displayed, and all employees have the skills and motivation to undertake their roles.
  17. Ensure employee performance reviews are undertaken annually and supported by clear job descriptions, measurable objectives, and a regular performance review cycle.

Competencies:

  1. Lead others through change, motivating and empowering them to reach organizational goals.
  2. Demonstrable experience and competence in hard/soft services and service delivery.
  3. Understand and apply commercial and financial principles, viewing issues in terms of costs, profits, markets, and added value.
  4. Strong strategic thinking abilities, translating broad strategies into specific objectives and action plans.
  5. Create new and imaginative approaches to work-related issues, identifying fresh approaches and questioning traditional assumptions.

Core Qualities and Attributes:

  1. High degree of direction, self-reliance, assertiveness, and the ability to hit the ground running.
  2. Interpret business needs and champion decisive action to achieve the vision.
  3. Encourage an environment where creativity can flourish.
  4. Resolve difficult political issues at a high level using appropriate conflict resolution techniques.
  5. Strong planning, communication, and people skills with a hands-on approach, able to lead a wide operational team.
  6. Excellent stakeholder/client management skills, with the ability to quickly understand Pareto's business and clients' business and market dynamics.
  7. Champion talent management and succession planning processes.
  8. Ability to influence diverse groups and engage at all levels both internally and externally.
  9. Display an entrepreneurial approach to business, constantly seeking opportunities for growth with a real passion to succeed.
  10. Excellent interpersonal, communications, negotiation, and presentation skills with good financial acumen.
  11. Strong strategic thinking abilities, capable of translating strategic intent into immediate successful delivery.
  12. Promote a culture where individuals feel enabled to make decisions and act.
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