Senior Key Account Manager in City of London

SPS is a global leader in Business Process Outsourcing (BPO), headquartered in Switzerland with operations worldwide. We partner with organisations across a wide range of industries to deliver smart, scalable onsite support and back-office solutions that drive efficiency and impact. Known for our innovation, agility and commitment to service excellence, SPS continues to redefine what’s possible in the world of BPO—helping clients stay ahead in an ever-evolving business landscape.

Job Purpose

As a Senior Key Account Manager (KAM), you will oversee the management of key strategic client contracts and align service strategy to meet client requirements. You 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 and 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 and their needs.
• Monitoring, recording and 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 and documenting any changes to the contract/service provision and communicating these changes to site staff and 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 PS 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 and processes.
• Consistent execution and all deadlines met for payroll and 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.
• 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.
• 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.

Candidate Skills

• Strong experience in high level relationship building and operational management.
• Previous management experience overseeing large teams.
• Ability to build business relationships and interact effectively with “C” level executives.
• Prior direct P&L responsibility and budgetary and cost control experience.
• Driven by client satisfaction, with proven track record of ownership.
• Excellent presentation and interpersonal skills.
• Strong team approach to account management.

You will be required to undergo an in-depth background check for this role. This is completed through our third party vetting provider.

Equal Opportunities at SPS

We are proud of the progress we’ve made in building a truly inclusive workplace where Equal Opportunity is more than a principle, it’s a commitment in action. We have an ambitious equality, diversity and inclusion approach recognising that a more diverse workforce creates a richer and more varied working environment. Diversity drives innovation and enables us to deliver the highest quality service to our clients.

As part of our commitment to engage positively and proactively with all our employees and to ensure an inclusive culture, we have a growing range of employee led networks that support and amplify underrepresented voices across the business, including our Women and Gender Equality Network, LGBTQIA+ community, Neurodiversity and Disability Network, Wellbeing Group, Origins Network (focusing on race, ethnicity, religion and culture), Menopause Group, Domestic Abuse Support Network and Men’s Group. These initiatives are driving meaningful change, fostering awareness and helping create an environment where all our people can thrive and contribute with confidence.

We welcome and encourage applications from people of all backgrounds and are committed to building a diverse and inclusive workforce that reflects the communities we serve. We are proud to be a Disability Confident employer. All applicants with a disability who fulfil the role criteria will be progressed to the next stage of the process. Please let us know what reasonable adjustment, if any, you require.

What You’ll Receive from us

No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions.

N.B. Some roles within SPS may involve manual handling tasks. While not all positions require this, where such duties are necessary, they will be undertaken in line with an individual’s physical capabilities. If you have a disability or health condition that may affect your ability to perform manual handling tasks, we encourage you to let us know at the interview stage. This will enable us to explore and, where appropriate, implement reasonable adjustments to support you in the role. SPS is committed to providing equal opportunities in all aspects of employment. We welcome applications from individuals regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation in line with the Equality Act 2010. Our commitment to inclusion applies throughout the employment journey, including recruitment, selection, training, progression and pay.