ACCOUNT MANAGER

Reports to: Portfolio Director

Purpose of Position

This position oversees a designated group of clients, Account Directors and Supervisors, along with the site guarding compliment and is responsible for customer service, collaborating with clients and the Account Director and Supervisors to ensure the best client experience. The Account Manger is responsible for client retention, growth of new accounts, value selling other GardaWorld offerings, while ensuring operational excellence, profitability and continuous improvement.

Work Environment

The Account Manager will be expected to travel within the assigned accounts for clients and guard visits. The Account Manager will be responsible for coaching all site GardaWorld team members, in addition making sure the client is happy with our team performance. The Account Manager will work with the support office to collaborate and make sure we are fully operational 24/7.

Structure and Relationship

This position reports to the Portfolio Director or Director of Customer Relations. Within this position there will be regular interaction with all departments within the support office.

Required Skills

The Account Manager will require the following skill set:

• Ability to create a positive work environment and create a team atmosphere to obtain the desired results from others
• Strong communication skills
• Strong organizational and priority setting skills to ensure goals are met
• Entrepreneurial and self-starter
• Ability to speak in public settings and comfortable with presenting to colleagues and clients
• Ability to coach, mentor and develop our onsite personnel
• Proven ability to prioritize, multitask in a fast-paced environment with problem solving skills, organizational and analytical skills to deal with competing priorities
• Computer skills - ability to use Microsoft Office 365 with efficiency

Task Related Objectives

• Overall responsibility for assigned clients (Residential, Commercial, Retail, Municipal)
• Make sure KPI's - Opens, Sub Usage and Overtime set for the year are met
• Meet and exceed client and business expectations
• Oversee the day to day (24/7) operation of assigned clients
• Directly manage team of Account Directors, Supervisors and guard team
• Manage staffing levels and recruitment with Talent Acquisition Colleagues
• Directly or indirectly manage accuracy and timely invoicing in collaboration with Pay and Bill
• Ensure sub usage is reduced, overtime and open shifts are minimized working in collaboration with the Control Centre team
• Assisting Account Directors, Supervisors, and personnel in responsible charge in relation to scheduling activities, by ensuring they have exhausted the best process in filling in shifts by using the Account Library for communication
• Maintain and enhance client experience
• Value sell out complete offerings
• Work with Business Development to help achieve growth objectives
• Drive to surpass monthly and yearly targets
• Other duties as required