Senior Account Manager

Senior Account Manager

Reports to: Account Director

Key Purpose:

• Lead the performance and management of Pareto accounts. This incorporates driving rapid sustainable growth, statutory compliance, operational governance, management and development of employees and the continual retention and development of the customer base.
• This role requires extensive travel across UK, Ireland, and Europe

Key Accountabilities:

• Accountable for a portfolio of key accounts, ensuring that all contractual obligations are met and exceeded.
• Overall responsible and accountable for operations / compliance across all 8 client locations.
• Ensure the delivery of a professional and exceptional service to all customers with proactive and class leading customer communications and relationship management.
• Ensure Monthly, Quarterly, and Yearly reports are completed and meetings attended with all accounts across the designated patch.
• Ensuring high levels of customer service by being the lead FM liaison between key site management, stakeholders, senior leadership teams and ensure regular reporting to the senior team on service levels and compliance.
• 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.
• Support management of clients OPEX budget. Conduct quarterly financial reviews with management accountants.
• Support management of clients CAPEX budget (2024 circa £5m) Conduct quarterly financial reviews with management accountants.
• Lead the HSQE compliance and audit program across your Account portfolio and create a culture of safety and compliance across the workforce. Undertake regular internal audits on Health and Safety, PPM and ISO.
• Accountability of HSE requirements such as Legionella, COSHH, LOLER, FRA and ISO accreditations.
• Ensure strategic account plans and business continuity plans are completed and followed for all contracts.
• Create and manage an operational delivery structure that supports the customers business requirements and processes both in normal working hours and out of normal working hours.
• Overall management of Sub Contractors and visitors for all sites.
• Leading tendering and reviewing all soft and hard FM services delivered under contract.
• Leading 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, but not limited to, PPMs, reactives and projects.
• Lead the management and development of employees that report in your accounts, ensuring that the company culture and behaviors are always displayed, and all employees have the skills and motivation to undertake their roles.
• Ensure employee performance reviews are undertaken on an annual basis and are supported by clear job descriptions, measurable objectives, and a regular performance review cycle.

Competencies:

• Lead others through change, motivating and empowering them to reach organisational goals.
• Detailed and demonstratable experience and competence in hard / soft services and service delivery.
• Understands and applies commercial and financial principles. Views issues in terms of costs, profits, markets and added value.
• Strong strategic thinking abilities. Translates broad strategies into specific objectives and action plans. Aligns resources, processes, and systems to support strategic priorities. Demonstrates a broad-based view of issues, events and activities and a perception of the longer-term impact and wider implications.
• Creates new and imaginative approaches to work related issues. Identifies fresh approaches and shows a willingness to question traditional assumptions.

Core qualities and attributes

• High degree of direction, self-reliance, assertiveness, and the ability to hit the ground running.
• Interprets business needs and champions decisive action to achieve the vision.
• Encourages an environment where creativity can flourish.
• Resolves difficult political issues at a high level using appropriate conflict resolution techniques. Ability to challenge positively and debate confidently.
• Strong planning, communication, and people skills together with a “hands-on” approach, with the ability to lead a wide operational team.
• Excellent stakeholder/client management skills, with the ability to quickly demonstrate an understanding of Pareto’s business and clients’ business and the market dynamics in which we operate.
• Champions talent management and succession planning processes.
• Ability to influence diverse groups and engage at all levels both internally and externally.
• Displays an entrepreneurial approach to business constantly seeking opportunities for growth with a real passion to succeed.
• Excellent interpersonal, communications, negotiation, and presentation skills with good financial acumen
• Strong strategic thinking abilities, capable of translating strategic intent into immediate successful delivery.
• Promotes a culture where individuals feel enabled to make decisions and act on them.