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- Build and maintain ongoing relationships with clients, BUs and A&S Teams in Ipswich and Mumbai
- Provide strong visibility within the BUs to facilitate resolution of queries
- Facilitate regular meetings with the BU, where possible on a face to face basis, to achieve successful outcomes
- Remain vigilant and responsive to urgent activity, ensuring appropriate escalation into the Sr Manager and BU
- Manage the metrics to ensure all action is taken to achieve these
- Proactively manage designated key clients in conjunction with the Account Controller; promptly identify and resolve issues within the agreed timeframe. Be the primary A&S contact for key issues that affect the client where BU assistance is required. Maintain regular contact with the Account Controller to agree next actions and who owns the action
- Oversight and management of bad debts; hands on resolution to reduce the bad debt position
- Guide and support Mumbai on escalated issues, ensuring any training gaps are referred to the Team Leader so appropriate training can be given by the Tech Leader
- Share knowledge to ensure all necessary colleagues are upskilled
- Superior and clear communication, with excellent verbal and written communication skills to enable direct negotiation of challenging and difficult issues at organisational levels
- Excellent negotiation skills
- Strong impact and influence skills, including the ability to remotely influence others to meet agreed targets
- Clear understanding of escalation procedures and effective business communication routes
- Good ability to plan and manage personal workload efficiently and effectively, correctly evaluation importance and prioritising accordingly
- Good working knowledge of internal and external processes
- Ability to identify opportunities for improvements to practices and procedures
- Experience of query and issue resolution
- Proficient use of standard office applications including Microsoft Outlook, Word, Excel and PowerPoint
