Role Summary/Scope
Lead the effective delivery of our MSP solution(s) in line with the contractually agreed scope and service levels, client expectations and creating commercial value for Retinue and the nGage group. Ensure client satisfaction and responsible for service delivery, account development and retention.
Key Responsibilities & Duties
- 1. Define, implement, and execute the strategic account plan
- 2. Lead the account management team on and offshore to ensure successful delivery of service
- 3. Play an active role within the service delivery with deep understanding of all commercial, contractual and operational aspects
- 4. Working with the Commercial Director, set the commercial strategy for the account including the supply chain
- 5. Ensure performance against contractual service levels (KPI’s and SLA’s)
- 6. Manage account P&L including forecasting GP against budget
- 7. Line management of onshore Account Managers, ensuring they understand what is expected of them and have the required knowledge and skills to conduct their role
- 8. Understanding the strategic objectives of the client’s organisation and seeking opportunities to expand our services in line with this
- 9. Troubleshooting of any performance failures and developing solutions and resolve any escalated complaints or issues
- 10. Escalate to Client Contract Sponsor any issues or concerns where the client is failing to meet their KPI’s including payment days
- 11. Accountable for ensuring direct and/or group supply levels are maintained to achieve minimum contract savings levels1
2. Actively work with group companies to identify growth opportunities - 13. Utilisation of business intelligence and market knowledge to provide insights to the client
- 14. Analysis of financial information to identify opportunities to increase client savings and revenue for Retinue
- 15. Develop good understanding of Retinue Bridge, it’s application and any client specific settings
- 16. Creation and delivery of contract performance review presentations to client finance, procurement, HR, and operational stakeholders
- 17. Development of strong working relationships with senior stakeholders within key recruitment partners
- 18. Support the implementation team on change management within the client and shaping any new solutions
- 19. Collaborate with Centres of Excellence to improve client experience and commercial performance
Experience, Skills & Qualifications
- Highly effective team management and leadership
- Sales and business development experience
- Multi-million-pound P&L management
- Takes ownership of and executes tasks independently
- Ability to forge relationships and establish position as a trusted advisor
- Proven ability to engage with stakeholders at different levels and can adapt style appropriately
- Excellent commercial acumen, makes decisions to maximise opportunity and minimise risk to revenue
- Consultative approach: assesses situations, quickly develops, and executes solutions independently
- Advanced negotiator
- Analytical: uses data to inform decisions
- Knowledge of applicable regulations such as IR35, AWR, WTR etc.
- Demonstrates excellent knowledge of MSP/Vendor Neutral solutions and the end-to-end processes
- Good understanding of VMS technology
- Thrives in a fast-paced environment where priorities change quickly
- MS Project, Excel, Visio and PowerPoint – Intermediate
Desirable
- Proven experience leading strategic client relationships within highly regulated and compliance-driven sectors, including healthcare, facilities management and the built environment.
Key Competencies - Required level (1 to 4)
- 1. Leadership - 4
- 2. Developing Self and Others - 4
- 3. Communication and Influencing - 4
- 4. Customer Focus - 4
- 5. Managing Change - 4
- 6. Decision Making - 4
- 7. Planning and Organising - 4
Notes
This job description aims to provide the employee with an accurate and concise summary of the job and its main duties and responsibilities. It is not however intended to be restrictive or absolute. This job description will be revised as business needs require.
#J-18808-Ljbffr
