Job Summary
Our client is a leading provider of document solutions and digital imaging services, specializing in secure document management, archiving, and workflow processing. They are seeking a customer-focused and operationally strong account management person to oversee service delivery and client engagement on daily operations. This role serves as the key escalation point for clients, ensures SLA and KPI adherence, and drives continuous service improvement through strong process governance and team leadership.
Responsibilities
- Serve as the primary escalation point for clients on service delivery matters, ensuring prompt resolution and transparent communication.
- Lead and supervise a small team of junior staff to meet agreed service levels, KPIs, and operational targets.
- Establish, implement, and enforce Standard Operating Procedures (SOPs) to ensure consistency, quality, and compliance.
- Build and maintain strong client relationships through regular engagement sessions, including the delivery of monthly service performance reports.
- Ensure timely, accurate data reporting and client billing for both internal stakeholders and external clients.
- Drive incident management and closure by implementing corrective and preventive actions to restore and enhance client confidence.
- Manage minor service and project changes such as asset moves, additions, modifications, and removals.
- Promote a respectful, inclusive, and professional workplace culture, ensuring fair treatment of employees, subcontractors, clients, and visitors.
- Ensure adherence to company policies including Business Management System, Security, Data Protection, and confidentiality standards.
- Enforce Work Health and Safety (WHS) policies and promote safe work practices and hazard reporting
Requirements
- Diploma in Business Administration or equivalent
- Minimum 1 year of relevant experience, preferably in Service Delivery or Account Management roles
- Basic understanding of Business Process Outsourcing (BPO) services and market landscape; exposure to Grid or related technologies is an advantage.
- Strong proficiency in Microsoft Excel and other Microsoft Office applications.
- Experienced in preparing and delivering presentations for business review meetings
- Strong understanding of operational processes with the ability to identify and drive continuous improvement.
- Good organisational, planning, and time-management skills to manage multiple priorities.
- Excellent interpersonal, communication, and stakeholder management skills.
- Ability to work collaboratively in a team-oriented, service-driven environment
If you are interested in this role and would like to discuss the opportunity further please click apply now or email Chew Kai-Xinn at for more information.
Only shortlisted candidates will be responded to, therefore if you do not receive a reply within 14 days please accept this as notification that you have not been shortlisted.
Morgan McKinley Talent Solutions
Morgan McKinley Pte Ltd EA Licence No: 11C5502
EAP Registration No: R2196712
EAP Name: Chew Kai-Xinn
