Key Account Director

This role will be responsible for developing and managing strategic partnerships throughout the lifecycle of the contract, ensuring strong client relationships, and enhancing client satisfaction and experience.

You will also involve contributing to the digital strategy and global delivery model aspirations of the business, effectively communicating with clients and securing buy-in for continuous improvement initiatives. With one direct report, you will identify and develop opportunities for up-selling and cross-selling services, aligning capabilities to meet client needs.

Key Responsibilities:

• Assess the effectiveness and efficiency of existing systems, processes, and controls, and suggest improvements to enhance service delivery.
• Support operations by actively managing client relationships, communicating operational changes, and securing necessary approvals. Ensure all services are delivered as per the contract and explore opportunities for client growth.
• Ensure delivery of client expectations and contractual obligations, handling highly confidential information.
• Manage Change Control Notes or Letters of Variation for any tasks completed outside the agreed contract.
• Oversee invoicing in accordance with the contract and services delivered.
• Assist in the development of client strategy (short- and long-term), ensuring that each client has a relevant and regularly reviewed account plan to identify further opportunities.
• Lead client meetings, ensuring all papers are issued on time and in the correct format.
• Guide the delivery team with service instructions from client meetings, ensuring timely completion of all actions and decisions.
• Take ownership of rebids and contract extensions, managing these in a timely manner and following governance processes.
• Lead Contract and Product Review Committees for your clients and any new clients, as applicable.
• Proactively manage and resolve client claims and commercial issues.
• Maximise opportunities for up-selling, cross-selling, or project revenue across your client portfolio, collaborating with appropriate subject matter experts to develop and deliver these opportunities.

Requirements:

• An experienced Account Director with a background in financial services, outsourcing, or other regulated sectors, ideally with experience in DB Pensions.
• Experience managing private sector accounts.
• Proven ability to manage a portfolio of accounts effectively.
• A solid understanding of the importance of individual objectives and the ability to contribute to departmental and business objectives.
• A team-oriented approach, promoting good communication and sharing knowledge and expertise with colleagues.
• Strong knowledge of commercial pricing models to ensure revenue growth and maintain business profitability targets.