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  • Job Type: Permanent
    Location: London
    Job ID: 135711
    Company: SCC

    Purpose of role

    Manage a key SCC client relationship, to actively provide leadership for an individual or team and to ensure the achievement of budgeted profit in an environment that delivers operational excellence. Building a professional working relationship with client contacts and ultimately ensuring that a first class service is delivered.

     

    Key Characteristics of the ideal candidate:

    • The ability to empower and lead people to accomplish desired goals and objectives using available resources efficiently and effectively that have business-wide impact
    • The ability to manage people, knowledge, skills and resources to resolve business problems that impact own area
    • Able to utilise all available people and resources to gather the best information and making a timely decision that gets the best possible business outcome, even if using incomplete or ambiguous information
    • The ability to manage people and resources to devise and deliver services and solutions to customers that meet, or preferably exceed, their needs
    • Be able to understand the commercial dynamics of the business and manage all available people and resources in the team to deliver successful and profitable results for their business area
    • Question and review processes, and where possible apply good process improvement practice, to improve existing business processes and/ or develop new ones that benefit the business
    • Be able to use internal energy to successfully drive forward tasks and objectives to timely completion, both personally and collectively; to be able to present a strongly held viewpoint in a positive and influential way and in the face of counter-argument.
    • The ability to logically organise and prioritise the work of the team in order to deliver business area objectives to standard and on time
    • Can inspire confidence and trust in own team members to deliver great results for the business area and their customers
    • The ability to convey written and oral communications to the right audience in the most appropriate and timely way ; provides regular team updates and contributes to the wider business news articles
    • The ability to have an impact on, control and guide others’ thought processes in order to persuade them to understand and accept an argument or a point of view.
    • Able to work with colleagues at all levels to build effective working relationships within and outside SCC in the best interests of the business
    • Proactively forges effective working relationships with colleagues/ peers in other teams and, on occasion, contacts and partners outside the business in order to achieve business objectives
    • A desire to continually expand own knowledge and skills as well as those of their team through education and training; a supporter of and participant in management development

     

     

    Key duties and responsibilities

     

    Financial

    • Ability to manage both cost plus fee structure
    • Commercial awareness
    • Ability to identify contractual risks and take appropriate mitigating action
    • Take responsibility for the financial performance of the account, monitoring sales and contribution targets throughout the year
    • Overseeing the production of the monthly accounting and reporting to produce accurate and timely month-end reports for head office and the client
    • Effectively manage invoicing process to achieve debtor day target for financial year
    • Ability to focus on driving profit for SCC and manage client internal recharges to ensure recovery of services
    • Achieve or exceed budgeted financial targets including stretch targets
    • Take responsibility for annual budgeting and business planning processes
    • Establish and maintain excellent vendor management relationships for both the client and SCC ensuring best practice is employed
    • Actively participate in the contract review process

     

     

    Client

    • Responsible for operational problem resolution
    • Strong/frequent communication with on-site customer in which service skills, problem solving ability, sense of urgency and follow-up communication are critical
    • Develop strong relationships with end user stakeholders and key contacts to develop a good understanding of the client’s business and their key drivers and goals
    • Build and develop client engagement strategy in line with account strategy
    • Build relationships with users and manage their perception and expectations
    • Analyse trends and identify opportunities for business growth and service enhancements
    • Support line manager in the implementation of new contracts or services
    • Gain a good understanding of client business and share this knowledge with all employees
    • Present the monthly MIR, providing dialogue about financial, operational and people performance within the account
    • Maintain client’s perception of SCC as industry leader by providing expert knowledge and advice
    • Own and resolve customer complaints. Conduct follow-up on customer complaints and questions
    • Conduct regular customer feedback surveys and action where appropriate
    • Consult, advise and plan with customers as to potential benefits, features and capabilities of new or revised services
    • Be an informed and authoritative point of contact for key stakeholders to address any contract, transactional or supplier issues

     

     

    People

    • Support the SCC culture by living the values and leading by example
    • Performance management of direct reports (including absence management)
    • Ensure effective two-way communication with direct reports
    • Management of annual staff reviews, staff performance and succession planning
    • Manage training requirements and professional development of staff, including planning, needs assessments, leadership and team development
    • Provide leadership, instruction and coaching to direct line reports
    • Recruit and appoint employees as appropriate
    • Review organisation structure and undertake recruitment needs analysis as required
    • Manage and analyse labour turnover, address causes of unplanned turnover

     

     

    Operations

     

    • Measure customer satisfaction and take appropriate action
    • Set and review local operating procedures on a regular basis
    • Undertake project management and initiative implementation as required
    • Promote continuous improvement through the re-design of the on-site service where appropriate
    • Measure KPI’s and service standards against agreed and obligated levels
    • Work with team to ensure adherence to SLAs, including a focus on quality, deadline management and brand adherence
    • Be forward looking and search out potential areas of shortfall in order to implement remedial action ahead of requirement as necessary
    • Seek and develop opportunities for process improvements and enhancements
    • Undertake project management and initiative implementation as required
    • Provide support for line manager as required
    • Identify potential areas of conflict and escalation to line manager where appropriate
    • Be an informed and authoritative point of contact for key stakeholders to address any contract, transactional or supplier issues
    • To develop best practice and ensure that staff are trained accordingly
    • Demonstrate ability to deal with a wide range of conflicting demands
    • Produce, analyse and present monthly management information and quarterly review reports

     

     

    Key Competencies

    • Strong Client Focus and Engagement skills
    • Exceptional people management and leadership capabilities
    • Decisive leader with strong influencing and negotiation skills
    • Strong change manager with Planning and Organising capabilities
    • Experienced in multi service line delivery

     

     

     

    Person Specification

     

    Essential skills

    • Experienced AM ready for the next step into a large and demanding role
    • Industry related experience, breadth of service line capability
    • Positive communication and interpersonal skills at a senior level
    • Strong commercial awareness, ability to plan and negotiate
    • Detail-orientated outlook
    • Self motivated, able to work autonomously
    • Capable of developing and implementing plans and stratagem
    • Understands SCC company values and business objectives and is able to deliver against them
    • Able to manage, motivate and develop a diverse team
    • Must have a solid background in process and change management

     

    Personal attributes

    • Must be personable and maintain attentive and positive body language at all times
    • Good listener, inquisitive and inwardly questioning – searches for underlying truth – questions if unsure
    • Confident speaker – happy to lead a conversation
    • Inspirational leadership attributes – the post holder will need to lead their teams through challenging and busy times whilst maintaining the SCC values