BPO Account Manager - RR Donnelley (New York, NY)

BPO Account ManagerTracking Code10822Job DescriptionWe are a dynamic, multinational organization and are seeking a forward thinking account manager who will manage 3 premier accounts in all aspects of Operations (including SLAs and metrics), Compliance, Solutions Development and Employee Relations. Candidate should also have project management skills. They should be able to contribute to numerous, simultaneously occurring client projects in both a strategic/creative capacity as well as tactically in project management.Candidate will sit at a specified client location in New York at least 3 days a week. The ideal candidate will be someone who has come out of a similar function with domestic and international BPO experience and will have supported production level creative services organizations (solid practical knowledge of creative software and imaging systems will be a major advantage, or alternatively a research/analytics background).Principal Responsibilities Service Management* Understand client work demands and ensure Operations has considered all requirements in aligning operational capacity.* Participate in weekly/monthly client meetings with operations and/or sales. Assist in the creation of operational action plans and issue resolution.* Establish SLA reporting with operations team and client, deliver as agreed upon with the client. Review and interpret information to proactively identify and resolve issues.* Schedule and conduct periodic meetings with client senior management to understand the current business landscape, as well as upcoming changes. Understand the impact on the client’s environment and services provided by RRD.* Work with operations team to drive the development of a process improvement plan to enhance the operational and financial performance.* Coordination and delivery of Quarterly Business Reviews across accounts within scope of responsibility.On-site Operations* Responsibility for on-site operations of existing accounts that include and on-shore and off-shore hybrid delivery model.* Set direction and provide oversight into key RRD internal activities to ensure consistency, accuracy, and compliance across all accounts. These activities include:* Annual Performance Rating / Goal Setting / Employee Feedback Process* Hiring Approval for Client Facing Positions* Adherence to RRD Training Requirements* On-Site Team Bonus / Merit / Incentive Programs* Client Events / Team Events Client Management* Develop a trusted relationship with the client enabling issues and opportunities to be addressed with a spirit of partnership.* Understand the client’s long term objectives and work with the client and relevant business units to define and develop a service roadmap.* Provide forecast and track/analyze revenue variance. Review service gross margin and work with sales and operations on plans to improve profitability.* Assist in providing the sales team the necessary contact information to follow up on outstanding receivables.* Coordinate reviews of client operational metrics, translate metrics to business information, and oversee the development resulting action plans as agreed upon with the client. Facilitate operational planning for upcoming client business events.* Provide ''thought leadership'' by coordinating and researching benchmarking studies / whitepapers, delivering presentations on strategic topics related to the services provided and consult with client on best practices provided by RRD.Solutions Development* Apply process, technology and staffing knowledge to develop solutions for existing and new clients.* Gain a deep understanding of the services that are delivered to our clients and make recommendations to enhance the process in turn bringing added value to the client relationship.Implementation* Collaborate with the Implementation Team and provide oversight to ensure that client requirements are understood including the service solution, required timeline, procurement needs, staffing requirements, service levels, etc.* Serve as an escalation point for implementation issues requiring client consent.New Business Development* For new clients, support the Business Development Director by contributing to the proposal process though client site visits, solutions development, staff configuration recommendations, proposal content and other information as required.* For existing clients, development of an account plan to identify new service and expansion opportunities. Work with sales resources to review, approve and present proposals, statements of work and quotes for services. Facilitate meetings with appropriate business heads and the client to finalize all pricing and contractual documents.Required SkillsExperience in graphic design, copywriting, project planning, and procurement will enable the candidate to successfully lead RRD offshore, onshore, and third party resource partners to realize this value proposition. OTJ-SALRequired ExperienceThe ideal candidate will be someone who has come out of a similar function with domestic and international BPO experience and will have supported production level creative services organizations (solid practical knowledge of creative software and imaging systems will be a major advantage, or alternatively a research/analytics background).Job LocationNew York, NY, US.Position TypeFull-Time/RegularSalaryUS Dollar (USD)

Source: http://justjobs.com/jobsearch/display/228905547