Operations Account Manager

Job Purpose:

• Managing Clients relationships and ensuring their Clients’ Satisfaction through achieving all related metrics KPIS and maintaining to CC LOB Code of Conduct.

Key Responsibilities:

• Supervises and directs the Operations of Team Leaders
• Sets the weights for Team Leaders and Advisors monthly objectives and calculates the monthly variable for incumbent’ Team Leaders
• Appraises the Team Leaders on annual basis
• Warns (through letters) Team Leaders that do not meet 80% of their target
• Ensures that corrective actions are taken by Team Leaders in the process of monitoring and coaching Advisors
• Ensures that Team Leaders adhere to monitoring schedule, as communicated by the WF unit, and makes sure that the Advisors under their management adhere to the schedules
• Communicates with Call Center clients concerning the business / operational results
• Conducts regular meetings with client to present and review business results. (The MOM of those meetings is to be documented with the specific actions required, the owners of those actions and the due dates of delivery. A status report is to be sent on weekly basis updating the client with the progress of those agreed actions)
• Applies operational, qualitative and business analysis of project operational processes
• Updating service manual for assigned project constantly and present it and approve it from the client on quarter basis
• Conducts process improvement opportunity analysis on all assigned projects in order to maximize RCC efficiencies in service delivery and provide value added to clients
• Conduct a quarter QBR with the client inviting the top managers from both sides to align the strategy of the client with the offerings of RCC
• Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the set CSS bench mark
• Arrange for hiring calibration between the client and RCC HR then sample the heads hired onwards as to ensure the profile agreed is maintained
• Maintains table “F” of the project, ensures that the set targets are met and performs the CULKA exercise
• Applies the problem solving technique whenever any KCRP is experiencing a wide variation or not meeting the bench mark and documents case
• Carries the responsibility of achieving targets communicated by the Operations Manager
• Ensures that the K base of the projects is up-to-date
• Maintains the COGs % of the project as agreed with the Sales account Manager
• Analyses monthly the project’s cost/call and the rev/call to ensure GP % are met
• Analyses cost of Absenteeism on monthly basis and takes action as needed
• Acts as focal point with the supporting functions for project/Advisor related issues (including verification of monthly invoice)
• Acts on negative feedback received from the QA dept. on the monthly end- user satisfaction survey to ensure better results for the following month
• Takes action as necessary on feedback from transaction monitoring
• Meets one-to-one with all relevant Team Leaders to communicate feedback from monthly performance assessment
• Skip level with the Advisors randomly every Quarter
• Holds weekly meetings with Team Leaders to review operational results and to discuss improvement steps
• Ensures enforcement of the End-User Privacy Policies
• Ensures that all team members adhere to RCC code of conduct and takes disciplinary action where necessary
• Perform weekly on floor audits to ensure consistency in delivering the service to the end user across all Advisors of the project
• Follow the implementation approach for any new scope or change of scope required by the client by filling out the process change request form and following the rest of the approach
• Keeping a track sheet for all process change forms to track clients requirements and change requests
• Performs other related duties

Areas Job Impacts:

• Impacts on client satisfaction and account growth
• Impacts on team working environment Impacts on projected revenues & profitability
• Contacts within Raya but outside own area of work : All Company Departments