A role you will love

You will be required to own the day-to-day delivery of high-quality customer service and collaborate closely with internal and external stakeholders to meet deadlines and delivery levels.

Key Responsibilities:

• Line management of Account Managers and Senior Managers team.
• Liaising with Business Support unit on strategic or operational decisions.
• Liaising with Senior Management on the operational health of the client portfolio
• Form first level of escalation for client and internal stakeholders. Act immediately on client risks and ensure business key stakeholders and direct superior are aware of major client issues as well as client escalations. Initiate required mitigation steps and monitor progress accordingly.
• Liaise with Relationship Management team on strategic changes to clients, influence commercials based on operational impacts and provide MI to support the operational health of the clients.
• Responsible for mentoring and developing members of the Account Management team.
• Ensuring client requests are monitored and prioritised correctly by the team including monitoring service levels and client satisfaction, reporting on client status and checking quality and completeness of client requests before they are executed.
• Overall SME for key clients, plans, product and process, in-depth technical understanding of the system processes.
• Attend client meetings or calls when called upon to review service/project delivery status and event planning. Provide suggestions for operational improvements / efficiencies. Coordinate participation of other internal parties for these meetings according to needs.
• Build key relationship with corporate client contacts.
• Actively identify opportunities for efficiencies, solutions and synergies within your and other client portfolio. Accountable for suggesting value added chargeable services (professional services)
• Provide support in analysing client plans and developing comprehensive solutions in close co-operation with the relevant internal and external stakeholders in order to set up the system configuration and underlying processes.
• In collaboration with Relationship Management and Sales teams, define and decide consultative up/cross selling approach by understanding needs of client, type of plans, functionalities of platform etc.
• Participating in high profile sales pitches when called upon or provide resource from the team.

What will you bring to the role?

As the Team lead for an Account Management team you will not only be responsible for leading a team, you will also be an SME for our operational processes and may be required to support on clients tasks if needed.
• Ability to develop as strong technical skill set (SQL, html, high-level understanding of databases).
• People Management experience would be highly beneficial.
• Previous experience working with Equate+ and knowledge of our plan's products offerings and operational processes.
• Fantastic communication and stakeholder management skills.
• Experience working in a client facing position.

Rewards designed for you

Flexible work to help you find the best balance between work and lifestyle.

Health and wellbeing rewards that can be tailored to support you and your family.

Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.

Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, visit computershare.com/careers-handbook.

ABOUT US

A company to be proud of

We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.

A diverse and inclusive place to work

At Computershare we value diversity and welcome applications from everyone, believing that an equal and inclusive culture is key to excellent results. One of the greatest advantages for our organisation is the talent and diversity of our people and we strive to ensure all our employees have an equal opportunity to contribute their ideas, bring their personality to their work and showcase their skills. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.

Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.

ABOUT THE TEAM

We're a leading provider of employee share plans. We partner with many of the world's biggest brands to offer their employees the chance to invest in the future of their company and help them to manage these investments day to day. With over 35 years of experience and expertise, we're an industry leader. Every member of our team plays an important role in bringing to life employee share plans, providing innovative solutions and assisting our clients with their complex regulatory requirements.