Operations Account Manager
IVAS
مجموع سنوات الخبرة :24 years, 5 أشهر
Participate in monthly meetings with clients to complete SCR, follow up with client requests and make sure sites are running smoothly.
Oversees the service for the clients and ensures employees are acting within scope of position and within Weiser policies and procedures.
Meet company standards or goals in areas of retention, rate increases, overtime, and training time.
Identify client needs and initiate needed action to resolve problems.
Timely document and validate employee performance problems.
Ensure and overseeing training of employees and managers to perform
Provide direct supervision, guidance, and support of office personnel including recruitment, selection, orientation, training, development and retention of high caliber staff; acting to ensure that each staff member is treated with dignity and respect.
Oversee, coordinate with line management, and participate in the recruitment, selection, orientation, training, development and retention of high caliber staff; act to ensure that each staff member is treated with dignity and respect
Review timesheets had manage Account Administrator time in order to manage and approve overtime. Take responsibility for Account Administrator duties if any Account Administrator has already worked 40 hours in the current workweek.
Provide top management team with report that contain complete analysis with effective findings and recommendations
Responsible for checking process, daily performance, recommending training sessions for all commercial sectors and contact centers.
Works with the Managing Director and other Heads of Function to influence the creation and communication of company strategy, business priorities and targets for the Regional Teams and ensures there are systems in place to enable the shop managers to receive the information in a timely manner
Generates ideas about future retail activities to ensure a cutting edge strategy; maintains up to date knowledge of the market place, competitors and trends
Uses open feedback mechanisms from the operations team with other departments to ensure the integration of the retail strategy with Minds’ other activities
Influences and supports the retail element of the annual budget process ensuring understanding and buy in from the operations team. Constantly reviews financial data and supports the Regional Managers in providing realistic input into the sales budgets
Takes decisions on matters relating to the day to day retail operation within their defined work area including the strategic planning of resources
Translates the strategic goals into retail operational plans to achieve the required targeted growth in sales and profit; identifies and optimises promotional opportunities ensuring these are co -ordinated with wider Mind promotions and campaigns
Ensures that the retail operation complies to all policies and procedures relating to Security, Health and Safety; influences any changes necessary to meet statutory requirements, ensuring minimum risk to staff members and the business
Ensures all new shop proposals meet the required return on sales prior to submitting any recommendations to the Managing Director; all new shop locations must be visited to ensure they will trade effectively and meet the proposed budgets
Spends time in shops with retail shop teams and customers to understand and identify business critical issues in order to ensure the alignment of tactics and strategies; maintains the corporate identity of Mind in all shops and related initiatives
Takes a lead role in building a strong sales management culture with the operations team; spends time coaching Regional Managers, identifying skills and opportunities for development; provides advice and guidance on shop manager issues when needed.
Works with the HR Business Partner to ensure people management issues are satisfactorily resolved and relevant HR policies and procedures are adhered to. Chairs disciplinary, grievance, capability hearings and appeals as required.
Proactively manages and reviews the performance and progress of Regional Managers and their regions, sets objectives and targets; works with Regional Training Manager to develop individual training plans for the team
Instigates the creation of procedures and systems to maximise volunteer recruitment and retention
Recruits, trains and develops staff ensuring adherence to Mind’s HR systems and procedures
Maintains and constantly develops innovative and cost effective stock generation; monitors stock weekly to achieve bottom line sales budget against monthly targets
Regularly produces and presents a range of financial/non financial reports for the Managing Director and the Retail Board as required
Monitoring monthly budget through meetings with accounts managers in order to be educated with courses and revenue and inform CEO with monthly reports.
Responsible for checking process, daily performance, recommending training sessions for all commercial sectors and contact centers.
In charge of the implementation of business measures, new guideline or strategies.
Work jointly with other department heads especially senior business managers regarding organization process enhancement.
Improve the working environment and business processes of a company.
Aim to strengthen client relationships and ensure the successful continuance of business operations.
Perform a number of functions to achieve organization objectives. Provide feedback, training, and other team development exercises. In customer service.
Ensure that the staff members they recruit are quality and customer oriented.
Ensure client satisfaction and consistent growth in revenue.
Conduct office management tasks.
Ensure safety regulations.
Implement measure to provide motivation for employees.
Oversee customer service departments and assess that they are meeting customer satisfaction goals.
Prepare, revise and submit reports, budgets and other documentation.
Dialogue with clientele about customer service issues or queries.
Communicate information to the departments filtered for management
Perform training sessions
Implement quality management and regulatory compliance strategies
Review customer reviews and customer related statistics
Manage team of quality assurance specialists that responsible for mentoring calls and evaluating agents.
Plan an effective auditing plan on all customer operation process.
Prepares and gives recommendations about products being analyzed.
Audit adherence to the predefined standards, call activities procedures.
Providing findings and right recommendations.
Controlling corrective actions.
Evaluate overall service quality of calls for all call activities.
Recommend necessary actions in order to increase and enhance the quality service.
Recommending training sessions after staff completing training needs analysis process.
Provide recommendations for developing training materials.
Delivering training sessions for the whole organization staff according to business when needed.
Manage the office work related to the project.
Coordinate with team in the deployment and execution process.
Has to come up a record of competing products and new technologies so that they can be useful in development and marketing of the products.
Make sure that the project fall within budget and schedule to ensure profits from the project.
Maintain a record of work done by each team member and help them in problem solving.
Is responsible for supervising the project team and enhance the flow of communication between them.
Detect the change in the project and effects of these changes on the organization, should also relate the changes with the market conditions.
Regulate the use of resources to a limit and provide specifications regarding it.
Submit a monthly report to the Project Manager regarding the work progress, resources used and schedule.
Call Center Supervisor(2006)
Processes Enhancement Coordinator.(2005)
Quality Assurance Analyst (2001)
Customer Service Representative.(1999