POSITION SUMMARY
This role will be responsible for setting the expectations for overall Client Account Engagement and Service Delivery at Tag. The Business Director establishes best practices to serve our clients across multiple service offerings and empowers and enables his/her operations team to deliver superior service. The role focuses on client engagement, operational excellence, continuous improvement, and team development. This role establishes goals and success metrics that align with the overall business and client objectives while building client relationships at the operational level.
JOB QUALIFICATIONS
A Bachelor's degree or equivalent experience is required
At least 8 years' experience and a proven track record of being a recognized leader and manager of people in a national or global customer service intensive workplace
Minimum 8 years business disciplines
Minimum 3 years managing key Account teams globally/locally
Minimum 2 years responsibility for profit and loss in a large organization
Demonstrated record in developing strategic solutions that have permanently resolved poor contract performance or difficult situations
Established accomplishments in successfully growing volume, profitability and client satisfaction
Excellent client service skills with a service-minded approach towards the client. Must be sensitive to client needs, remaining calm and confident, even in stressful situations
Proven experience in the development, implementation and management of complex multi-service solutions for clients
At least two years' business development experience
Minimum of seven years of successful financial management; understanding of how day-to-day and strategic decisions impact P&L;
SUPERVISION
Number and title(s) of direct reports (if any): Senior Account Director, Account Director, Sr. Director, Creative Operations, Director, Creative Operations
Received: Managing Director
JOB RELATIONSHIPS
Internal:



This position works closely with the account and functional teams.
External: This position works closely with operational client contacts and vendors.
JOB DUTIES
(* denotes an "essential function")
Manage a single client account or a portfolio of accounts
*Drive the quality of service delivery across the organization
*Implement strategies to improve and standardize all aspects of client operations
*Execute modifications to organizational design and teams to optimize operational activity and improve client experience
*Ensure operational controls and management information reporting requirements are fulfilled
Foster excellent senior client relationships
Drive and maintain operational excellence
Ensure delivery against operational and financial business targets
Manage the senior client relationship
Create and execute client account plans
Monitor and control costs effectively
Identify opportunities to grow and develop the account
Provide leadership for an individual or team
*Manage the Account P&L; and budgets to ensure profitability – escalating threats to targets when necessary
*Assure adherence to account plans operations team
*Drive account growth to meet targets and business goals through strategic and tactical leadership
Minimize corporate risk and maximize returns for operations team
*Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services




*Partner with functional teams to implement appropriate policies, internal controls, and reporting
*Manage staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
*Investigate and resolve issues escalated by the client and communicate significant issues to the Managing Director
Have a comprehensive understanding of all clients business and the impact of our services
*Manage overall performance metrics of accounts/departments against contract/target or business unit metrics
Ensure the team is clear about target metrics and support their achievements
Highlight operational, compliance and financial risk areas
*Create and present regular business updates to both internal and Client leadership
*Manage the selection, induction, development, retention, motivation and performance of direct reports
Encourage a culture of structured succession planning and growth for key roles
*Participate as a key project team member new business implementation
*Implement the appropriate delivery model for all services/products, with a focus on lowering cost and delivering high quality
Cascade key business and organizational messages down to the associate level, per the appropriate channels
Share knowledge, best practices and solution designs within the relevant management teams to ensure continuous business improvement
Provide training and development opportunities and serve in mentoring role for his/her direct reports
WORKING CONDITIONS
Office environment
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📌 Business Director (New South Wales)
🏢 Tag Pte
📍 New South Wales