Accounts Operation Manager

Job Title: Accounts Operation Manager (AOM)

Reports To: Regional Client Services Manager (RCSM) /Business Director

Purpose of Job: Ensuring successful delivery of a suite of services with full P&L responsibilities managing presentations, production, fleet, records management and mail operations to a global investment banking client. Strong focus in building client relationship in Singapore and APAC, whilst demonstrating continuous operational improvements, employee leadership & development, business development and increased client satisfaction.

Skills Required

■ 5+ years comprehensive outsource experience preferred

■ 5+ years prior leadership/management experience, ideally in the banking industry

■ Previous presentation, production or document management experience

■ Strong proficiency and knowledge of Microsoft Excel, Word & PowerPoint

■ Excellent verbal and written skills

■ Highly detail oriented

■ Strong customer service and interpersonal communications skills

■ Maintain confidentiality and exhibit professional decorum at all times

■ Competent in all aspects of host site services

■ Ability to prioritize and handle multiple tasks

■ Ability to train and develop staff toward their full potential

■ Ability to deal with difficult personnel issues

■ Train and lead others

■ Willing to work beyond normal hours (incl. weekends and holidays) at minimal notice

Desirable Skills / Knowledge

■ Understanding of risk and compliance issues within the context of the banking industry

■ Effective client service and account management skills

■ Strong verbal and written communication skills with experience conducting training and brainstorming sessions

■ Client facing experience and proven negotiation skills

■ Strong record in managing and leading sizable teams, ideally both locally and remotely

■ Ability to work collaboratively with all levels of stakeholders

■ Demonstrated problem-solving abilities

■ Ability to delegate, prioritize and handle multiple tasks with a willingness to ‘pitch-in’ when needed

■ Cross-cultural sensitivity

■ Ability to continuously work on own initiative and be a key contributor and driver to improving working implementation practices and methodology

■ Ability to drive change / global initiatives locally

Job Responsibilities

CLIENT SERVICING

■ Meet key client contact(s) regularly to discuss and feedback on operational issues

■ Follow up issues and apply examples of good practice

■ Assure highest customer service and customer communication standards

■ Identify opportunities for service enhancement

■ Oversee staffing, ensuring site is optimally staffed at all times

■ Ensure QA procedures are being observed at all times

■ Manage client-instigated special projects including software implementation & upgrade

■ Provide fast turnaround to client ad hoc reporting or information requests

■ Conduct (as a minimum) annual site best practice audit

■ Conduct (as a minimum) annual customer satisfaction survey

LEADERSHIP, TRAINING & DEVELOPMENT

■ Lead client and staff meetings as appropriate

■ Manage staff, using ‘lead-by-example’ approach and assist with any role when necessary to ensure client service expectations are met

■ Resolve disciplinary issues in a timely and legally compliant way

■ Foster a positive, cohesive, collaborative, and team-oriented work environment between staff members of both intra- and inter-office departments

■ Prepare and conduct employee evaluations and development planning

■ Maintain site employee capability matrix

FINANCE

■ Prepare monthly site invoices, gross margin template and payroll

■ Process mailroom and reprographics vendors invoices

■ Review and question monthly profit-and-loss and balance sheet statements

■ Perform regular salary and equipment benchmarking against other sites, competitors and countries

■ Prepare responses to Requests for Proposals

EQUIPMENT & VENDOR MANAGEMENT

■ Keep current with pricing and technology improvements in reprographic and mail equipment and software

■ Monitor equipment performance and raise issues as appropriate

BUSINESS CONTINUITY

■ Produce and regularly update a business continuity plan covering the provision of services to client in the event of site inaccessibility (power, network, building disruption)

■ Produce and regularly update a succession plan for site roles covering staff promotion, transfer, resignation, termination

CORPORATE

■ Understand and enforce company policies and procedures

■ Keep RCSM appraised of site issues and progress

■ Submit Site Action Plan and other documents as necessary to RCSM

■ Monitor progress of company goals and objectives based on Site Action Plan

■ Attend and present to quarterly off-site development meetings

■ Represent the company at social functions or appropriate meetings benefiting the company ■ Apply sound information gathering and analytical skills to problem-solving

■ Provide well-researched options, using precedents, guidance, legislation and weighing and balancing complex information

■ Propose suggestions to improve company procedures, profitability and service expansion

COMPLIANCE

■ Ensure strict compliance with both client and company established processes, procedures and policies, particularly covering confidentiality of client corporate information

■ Keep current with new information and policies, and communicate changes to team

OTHER GENERAL DUTIES

■ Assist with hiring, training and development of staff and foster a collaborative team-oriented work environment

■ Prepare and assist with employee evaluations and disciplinary issues

■ Manage and deploy overflow/temporary staff, ensuring site is adequately staffed at all times

■ Able to perform various Reprographics jobs as necessary including management and customer service on printing and finishing request

■ Able to perform various Mailroom jobs as necessary including management and customer service on postal and local/international courier deliveries

■ Ensure Q.A. initiatives are being observed at all times

■ Manage customer projects

■ Maintain and check all equipment in site

■ Administrative tasks including billing, scheduling, and payroll

■ Keep RCSM and Business Director appraised of site’s environment

■ Maintain confidentiality and exhibit professional decorum at all time

■ All other duties assigned