Summary: The Operational Account Manager is responsible for communicating and executing a vision for service delivery at Williams Lea, focusing on operational excellence and team development. This role requires managing client relationships, ensuring high customer satisfaction, and driving continuous improvement initiatives. The individual will oversee contracted operations, manage employee lifecycle processes, and participate in financial management and budgeting. Previous team management experience is essential for success in this position.

Key Responsibilities:

• Communicate and execute a vision for service delivery and team empowerment.
• Oversee contracted operations to meet client and employee needs.
• Manage client relationships to ensure high levels of customer satisfaction.
• Establish and sustain quality service delivery through standard operating procedures.
• Drive continuous improvement and resolve client escalated issues.
• Manage employee lifecycle processes including hiring, training, and performance management.
• Ensure compliance with company policies and service level agreements.
• Engage in regular communication with employees and hold team meetings.
• Manage staffing and workflow volumes using a workflow management system.
• Review monthly P&L and manage labor allocations to avoid non-billable charges.
• Create and distribute monthly invoices and participate in the budget process.
• Present monthly Client Service Reviews and discuss process improvement ideas.
• Solicit client feedback and identify opportunities for account growth.
• Participate in due diligence and implementation for new business within client accounts.
• Be able to lift up to 50 lbs. regularly.

Key Skills:

• Over 5 years of experience in a customer service intensive environment.
• Proven leadership and management skills.
• Excellent client service skills with a service-minded approach.
• Experience in delivering and managing complex multi-service solutions.
• Minimum of two years of successful financial management experience.
• Understanding of P&L impact from strategic decisions.
• Ability to manage staff allocation through optimized scheduling.
• Strong teamwork and cross-training facilitation skills.

Salary (Rate): 44500

City: Cardiff

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other