Account Manager

Account Manager

Salary: Up too £50,000 per annum DOE, plus company benefits

Location: Belfast, BT1 3BG

Contract: Full Time, Permanent

Shifts: 37.5 hours per week, Monday – Friday, 1 hour break, 9am-5:30pm

Work model: Fully onsite

Williams Lea seeks an Account Manager to join our team!

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

The Job:

The individual’s primary responsibility will be to communicate a vision for how Williams Lea best serves our clients across single or multiple service offerings, and who empowers and enables their team to bring that vision to life. The role focuses on executing service delivery, delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team growth and development.

Key Responsibilities:

Client & Contract Management:

• Oversee contracted operations to ensure client requirements and service-level agreements (SLAs) are consistently met.
• Build and maintain strong client relationships, ensuring high levels of satisfaction and acting as the primary point of escalation for issues.
• Monitor service delivery through standard operating procedures, account planning, and achievement of agreed-upon metrics and goals.
• Identify opportunities for account growth, new services, and client solutions; escalate opportunities to management as appropriate.
• Conduct regular client outreach and feedback collection to inform service improvements and decision-making.
• Create and present monthly Client Service Reviews (CSRs) reflecting data analysis, insights, and process improvement recommendations.

Operational Leadership & Process Improvement:

• Implement standardized processes across operations to ensure quality, efficiency, and compliance.
• Track operational performance, escalate risks (operational, financial, compliance), and propose solutions to mitigate issues.
• Drive continuous improvement initiatives, recommending enhancements to service delivery and operational processes.
• Manage staffing and workflow volumes, allocating resources effectively by shift or service line, including monitoring overtime and time-off to avoid non-billable charges.
• Maintain operational oversight of all facilities, reception, and administrative services, ensuring smooth day-to-day delivery.
• Partner with functional teams, adhering to corporate policies, internal controls, and reporting requirements.

Financial & Contract Administration:

• Review monthly P&L and labour allocations, implementing necessary adjustments to optimize costs.
• Manage monthly invoicing, ensuring compliance with contractual requirements, and participate in budget planning.
• Review supplier contracts and negotiate terms with procurement to ensure cost-effectiveness and service quality.

Team Leadership & Development:

• Lead, mentor, coach, and manage both direct and indirect reports across facilities, reception, and administrative teams.
• Oversee employee lifecycle management including recruitment, onboarding, training, professional development, performance management, succession planning, and offboarding.
• Foster a culture of high performance, teamwork, and continuous improvement, promoting learning and development opportunities.
• Conduct regular team meetings and 1:1s to maintain open communication, clarify expectations, and review performance against goals.

Facilities & Health & Safety Management:

• Ensure compliance with all Health & Safety and fire regulations within the building.
• Conduct daily building inspections, addressing issues with facilities team or contractors.
• Manage building maintenance, service contractors, and liaise with landlords as required.
• Oversee facilities-related events, meeting room setups, catering delivery/removal, and staff events programs.
• Ensure proper administration of subscriptions, parking, travel bookings, and office support services.

Administrative & Reporting Responsibilities:

• Provide administrative support including document formatting, report preparation, presentations, intranet updates, and schedule coordination.
• Maintain accurate records, contact lists, and intranet sites to ensure efficiency and compliance.
• Support new business implementation, including due diligence and process setup for client accounts.
• Ensure operational processes remain within agreed budgets and timelines, reporting to leadership as required.

General Requirements:

• Exhibit flexibility and willingness to support other areas as needed.
• Maintain strong knowledge of client businesses and the impact of services provided.
• Lift and handle up to 50 lbs regularly as part of facilities management responsibilities.

The Experience:

• Over 5 years’ experience and a proven track record of being a recognised leader and manager of people in a customer service intensive environment, previous experience in an Account Manager/Office Manager role
• Demonstrated record implementing solutions that have permanently resolved poor contract performance or difficult situations
• Excellent client service skills with a service-minded approach towards the client
• Proven experience in the delivery and management of complex multi-service solutions for clients
• Minimum of two years of successful financial management; understanding of how day-to-day and strategic decisions impact P&L
• Manage staff allocation through optimised scheduling and cross-training and through fostering a strong sense of teamwork

Rewards and Benefits

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

• 25 days holiday, plus bank holidays(pro-rata for part time roles)
• Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
• Life Assurance
• Private Medical Insurance
• Dental Insurance
• Health Assessments
• Cycle-to-work scheme
• Discounted gym memberships
• Referral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

Equality and Diversity

The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com(we do not accept applications to this email address).

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