We are looking for an Account Manager to work with the senior management team to support the growth of the Optima business. The role will include travel to customer locations and also to Optima Head Office to attend meetings. We would welcome applicants with previous Occupational Health experience although not essential if you have previous experience of Account Management dealing with complex business types from all industries but would also welcome knowledge in the construction industry if available. We require a conscientious individual who will push out all of the stops to deliver excellent customer service for their clients and someone is takes accountability for the client’s deliverables.
The Account Manager is responsible for ensuring we retain and grow our client base within a geographic region and/or with a defined set of client accounts.
The role is focussed on ensuring operational service delivery meets our Key Performance Agreement (KPI’s) and complements our guidelines for operational best-practise. This person ensures Working on Wellbeing offer excellent customer service and he/she proactivity manages client relationships continuing developing our delivery capability. The role acts as our ambassador externally, and as the client’s advocate internally.
The Account Manager takes full line management responsibility for administrative and clinical staff within a geographic region/set of client contracts and works with relevant department heads to ensure our standards are met. This person also has financial responsibility for these accounts and must ensure the contract budget is managed in a way that financial forecasts are met.
Main Duties and Responsibilities
- Preferred use of Prince 2 type implementation plans and work with clinical, administrative and operational team members to launch new clients on time, to the correct quality standards and in line with financial agreements.
- Agree an annual Account Management Plan with the Contract Director for all the jobholder’s contracts and then execute against the plan. This includes agreeing and meeting service level, employee engagement, client relationship and financial targets.
- Study and analyse work volumes and then resource the contract with the appropriate grades and quantities of staff to adequately meet volumes of work activity. Ensure clinical utilisation levels meet 80%, unless agreed differently with the Contract Director. Where a contract is over resourced, take management action to reduce or re-assign resources.
- Implement best-practise service delivery models, clinical protocols and pathways and ensure local contract teams deliver to meet contractual obligations.
- Ensure all contracts within their accountability perform in line with agreed KPI’s/ SLA’s and customer expectations; take remedial action when it appears that a contract is slipping of agreed KPI performance levels.
- Through liaison with medical and OH support personnel, ensure that occupational health standards (for example Quality processes) are in place at each client contract and used by staff
- Ensure production of timely progress reports to present to clients in an acceptable and agreed standard
- Identification of changes in the market / client environment which may impact on occupational health provision/service delivery and work with the client to incorporate these changes.
- Attend regular meetings with client account review meetings addressing concerns and seeking further opportunities to extend the business.
- Ensured complaints and delivery issues are adequately resolved to the clients satisfaction
- Respond to client enquiries (by phone and or email) within 1 working day.
- Interact with and coordinate activities of service partners and agreed suppliers to ensure joint delivery meets acceptable service standards.
- Ensure compliance with H&S regulations e.g. completion of general risk assessment for each OH Unit, H&S reporting.
- Maintenance of master client files (electronic and paper).
Role type: Support
Leadership – (Not essential)
- Design adequate staffing structures, hierarchical organograms and lines of management to ensure contract are appropriately managed.
- Recruit and reference high quality employees ensuring that staffing levels are appropriate within a region/define set of clients.
- Take full line management responsibility for staff operating on client accounts within assigned region. This includes objective setting, conducting appraisals, motivation and disciplining of staff involved in the client contract
- Identification of training needs of staff to maintain skills and competence and ensure development of staff as appropriate
- Work with employees to inspire confidence and achieve high staff engagement scores.
- Provide support and maintain regular contact with on-site senior OH professional, administrative and other staff as required.
- Audit in association with the appropriate teams and ensure that quality standards within the client contracts are upheld
- Contract manage the Occupational Physician’s services to include work flow, time and locations
- Work with the Contract Director and Finance Manager to agree an annual financial budget and forecast.
- Manage the budget within agreed targets and expenditure levels as agreed with the Contract Director ensuring that the forecast is met.
- Work proactivity to ensure revenue and profit targets are achieved for nominated Contracts
- Understand and explain any variances between actual results and budgeted figures on an ongoing basis and make good the difference.
- Sign off / responsibility for purchase invoices and staff expenses at levels agreed by Finance ensuring you follow rules and guidelines in the process of doing this.
- Ensure accurate and timely authorisation of appropriate sales invoices be it via the Finance Team or direct, dependent on client arrangements.
- Maintain payroll cost within budgetary levels and allocated correctly to contracts, taking appropriate action to bring costs back on line as appropriate
- Chase bad debt and overdue invoices ensuring payment is made in the appropriate time frames.
- Display a competent and through knowledge of occupational health industry including a working knowledge of our product base and the relevant HR and HSE regulation governing our market sector.
- Complete internal presentations, write monthly reports and attend management meetings
- Undergo relevant training and development programmes
- Work collegially with colleagues to ensure key client contracts are always able to meet KPI’s assisting with resource where necessary.
- Travel nationally, and support other client contracts or colleagues when requested to do so by Contract Director.
- Any other tasks, activities and duties as requested by the Regional Director and deemed a part of the Account Manager Role.
- Given travel and client demands, it is not possible to adhere to a strict 9am – 5pm timetable and flexibility regarding working hours will be required
Experience, skills and knowledge required for the role
- Strong communication skills (both written and oral)
- Relationship building and customer service experience
- People management and staff motivation skills
- Outcome focused - able to meet targets and deadlines
- Commercial and financial acumen; able to manage a budget
- Team player with awareness of personal impact
- Planning and organising skills
- Able to work under pressure and against challenging timescales
- Can demonstrate creativity and innovation
- IT literate
- Current driving licence
- An understanding of the Occupational Health marketplace preferred
- Degree preferred, but not essential