Key Account Manager

WE CONNECT THE DIGITAL AND PHYSICAL WORLDS
SPS is a leading outsourcing provider for business processes solutions and innovative services in document management. A strong international client base relies on SPS’ ability to envision, design and build end-to-end solutions, and to be its trusted advisor for the key value drivers in BPO: location strategy, process optimization and technology, such as intelligent automation.
SPS’ over 8’500 employees and specialized partners span the full range of the industry with a focus on banking, insurance, telecommunications and healthcare, addressing customer needs in more than 20 countries and a revenue of over 600 M CHF.

SPS is owned by AS Equity, an active technology investor with the intention to scale up SPS’s business and elevate its strategy and performance to be a dominant market leader. There are substantial opportunities for technology innovation to boost growth seen. AS Equity Partners is planning to invest in new technologies to enable digital access to customer consumption and demand data, greater customer intimacy through self-service and the sharing of data and insights with clients, and real time capacity, system and process performance monitoring and reporting.

Job Purpose
SPS UK&I Key Account Managers (KAM) oversee the management of key strategic client contracts and align service strategy to meet client requirements. The post holder will manage staff and contracts as a whole to ensure target gross profit margins are achieved. The role will require you to adapt the organisational culture through best practice and appropriate training to one where performance is paramount. A key task will be to identify and develop new business opportunities with the clients.

Duties & Responsibilities
Manage SPS client contracts to ensure target gross profit margins are achieved.
Continually seek ways of improving services provided by SPS while benchmarking these against best practice in the industry.
Possess a thorough understanding through regular communication of the client’s business & their needs.
Monitoring, recording & reporting regularly against set KPIs/SLAs for the services provided.
Identify any potential for business development with the client, in line with the solutions that SPS offers.
Negotiation, agreeing & documenting any changes to the contract/service provision & communicating these changes to site staff & service users.
Full management and financial reporting on managed contracts, including P&L responsibility.
Managing disciplinary issues in accordance with the SPS procedures.
Troubleshoot and resolve all client, site management and site employee issues
Coordinate, implement and oversee any special projects
Ensure site managers and supervisors are achieving performance targets for SPS service lines.
Develop staff to ensure smooth succession planning, while identifying potential candidates for the Employee Development Programme (EDP).
Liaise with the Academy to identify effective training programmes for staff which cover key aspects of the service & processes.

Qualifications
Minimum of 5 years of experience in high level relationship building and operational management
Bachelor's degree or equivalent experience in Business

Skills & Competencies
Ability to build business relationships and interact effectively with “C” level executives
Previous management experience overseeing large teams
Proven knowledge and experience, ideally within clients related to the FS&I sector
Experience in the delivery, or management of BPO, Mailroom, Print, Digital Transformation and/or Document Management services
Experience in providing support to organisations similar to the client
Solid understanding of selling skills
Prior direct P&L responsibility and budgetary and cost control experience
Results oriented
Driven by client satisfaction, with proven track record of diplomacy and ownership
Strong integrity, solid business ethics
Excellent presentation and interpersonal skills
Excellent written and oral communication skills
Expert in customer service skills, professional attitude and appearance
Strong team approach to account management
Creative strategic thinking and performance
Good organisational skills

Financial Performance
Consistent execution & all deadlines met for payroll & billing
Oversee monthly budget forecasts for the account
Business Development – grow existing accounts year-over year
Meet or exceed Total Contract Value/Total Contract Contribution (”TCV/TCC”) targets

Operational Excellence
Strict adherence to all SPS policies & procedures
Serve as a knowledge resource regarding SPS policies and procedures
Immediately report any personnel, security, or data breach incidents to SPS leadership team

Client & Employee Management
Maintain Client Satisfaction Index/Net Promoter Score (“CSI/NPS”) at or above previous score
Participate in Monthly and Quarterly Client Business Reviews
Maintain Employee Satisfaction Index (“ESI”) at or above previous score
Establish and maintain accountability to Area Director and or Head of Sector
Set and communicate to each employee individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations
Develop, appraise and support employees to reduce turnover, improve employee satisfaction and increase promotability of employees
Maintain consistent documentation monitoring the status of each employee
Provide annual employee performance evaluations and reviews

Location based:
Hybrid | Remote, with requirement for regular travel to client operations

Hours / Salary:
40 hours a week
up to £50,000 pa + Short Term Incentive Bonus (Depending on experience)

N.B . All roles will be expected to undertake manual handling duties within their physical capabilities. It is therefore, essential that if you have a disability which will limit your ability to undertake this type of work, you alert us at interview to this.

SPS UK&I ensures equal employment opportunity to all employees and applicants without regard to race, colour, religion, gender, sexual orientation, national origin, ethnic background, age, marital status, physical or mental disabilities, or any other characteristic protected by law. Our policy extends all phases of the employment process, including recruitment, selection, transfer, training, restructuring, promotion and compensation.