Strategic Account Manager

Location: West Coast of the GB/Northern Ireland with regular travel.

Salary: £50,000 plus up to 15% Bonus

Main Purpose of Role

Reporting to the Director of Operations, the role holder will lead, engage and support their management team deliver operational excellence across a multisite contract, specialising in the delivery of security services in a maritime environment. They will ensure that exceptional service levels, continuous improvement and innovation are provided to our customer. This role is assigned to a high profile, prestigious customer, therefore the candidate will possess a deep understanding of delivering excellent customer service and engaging management teams to deliver on our vision ensuring Bidvest Noonan is the best FM business.

People

• Be a role model for positive attitude and respect for our colleagues.
• Demonstrate leadership in best practice people management by ensuring that our policies and procedures are embedded within our customer contracts.
• Ensure our leadership team effectively enact our recruitment, onboarding and induction processes to ensure we win in the market as the Employer of Choice, equipping colleagues to thrive from day one with compelling experiences that exceed their expectations.
• Manage our Pathway to Success programme to set objectives and develop our colleague’s skills, knowledge, capabilities and career pathway.
• Lead and encourage a culture of reward and recognition, and proactively acknowledge the contributions of our colleagues.
• Lead a culture of health and well-being and encourage our colleagues to be open with their health and welfare concerns.
• Demonstrate and encourage trust, integrity and collaboration with all our colleagues and our customers.
• Work closely with our People and Culture team to manage colleague challenges and welfare matters.
• Actively support and encourage a culture of social responsibility.
• Drive and lead a green agenda across our business.
• Actively promote and participate in events that support local charities.

Customer

• Increase the depth of our customer relationships, develop and sustain strong relationships at decision maker level and reinforce our mission to always be ‘their partner of choice’.
• Ensure that our leadership team provide a first-class customer experience.
• Interrogate management information systems which provide information to enable sound commercial judgement for decision making.
• Provide support across our customer sites by advising on SLAs, KPIs, objectives and projects.
• Regularly review performance standards which deliver customer expectations.
• Identify and manage challenges or risks that will impact service delivery and/or contracts.
• Ensure adherence to all legal requirements.
• Achieve EBIT, turnover and budget targets.
• Actively contribute towards the achievement of our strategic and operational targets and overall business aims.

Growth

• Work in partnership with our Business Development Director to mine the existing customer portfolio for added value, retention and new opportunities.
• Actively contribute to consultative pipeline planning sessions to understand opportunities and develop best solutions for maximising revenue.
• Network extensively within our market, supporting brand growth, and use intelligence events to develop creative thinking, bring new ideas and enhance business opportunities.
• Support business development activity at tender preparation and contract mobilisation.
• Drive a high-performance change culture across our business, lead from the front, anticipate the future and motivate the business to embrace change.
• Work closely with the wider leadership team to discuss actions, innovations, and challenges.

Simplicity

• A safety 1st mentality.
• Lead innovation and development and maintain market understanding and proposals for implementation of new ways of working.
• Develop and implement a culture within the leadership team which seeks out innovation and added value in all areas.
• Work collaboratively with our Technology and Innovation Director to foster a workplace culture of continuous improvement and consistently exceed our customer expectations.

Person Specification

Qualifications

• Qualification in Management, Leadership or Business related discipline or equivalent.
• Security Industry Authority (SIA non frontline minimum) Licence.
• Full clean driving licence.
• International Ship and Port Facility Security (ISPS) code.
• Health & Safety Risk Management.

Knowledge and Experience

• Demonstrable track record (at least 7 years) in leadership roles within the Security Management industry.
• Evidence of managing multiple sites.
• Experience of managing change and leading teams through change.
• Experience in the transport industry.
• Exceptional knowledge of multiple operational functions and principles, including operations, customer service delivery and colleague engagement.
• Proven ability to plan and manage operational process for maximum efficiency and productivity.
• Excellent communication skills including use of PowerPoint and other presentation tools.
• Excellent organisation and project planning skills.
• Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands.
• Strong working knowledge of industry regulations and legislative guidelines.
• Ability to remove barriers and drive innovation.
• Ability to use a creative approach to influence at all levels, leading the team to meet demanding targets and deadlines within a modern, fast-paced environment and creating a “can do” culture.
• Experience in leading and driving business growth.
• Ability to assimilate facts quickly and use to articulate benefits and / or risks both internally and externally.
• Experience within the services sector.
• Senior leadership team functional experience reporting to business unit leader.
• Evidence of working in GB across multiple sites.

Skills and Abilities

• Developing and sustaining effective working relationships.
• Communication and interpersonal.
• Persuasive, enthusiastic and tenacious.
• Attention to detail.
• Working under pressure and meeting deadlines.
• Strategic planning.
• Problem solving and decision making.
• Working as part of a team.
• Providing expert advice and knowledge.
• Analysing information.
• Evaluating information to support action.
• Support our business through change transformation for long-term sustainability, stimulate others to make change happen and actively sponsor new business critical changes.
• Understand the varying needs of the business, adapt to and manage different and conflicting views of change across our business at all levels.