Outsourcing Business Manager at Sage

Key Responsibilities Key Accountabilities And Decision Ownership

• Scheduling of account managers’ work and assistance with planning and allocation of resources
• Planning and communicating capacity
• Manage scheduling of resources to ensure maximum productivity of all staff members
• Leading role in client implementation
• Integration of new clients into the department
• Client retention
• Document and maintain standard operating procedures
• Following up on customer satisfaction feedback and user problems
• Put measures in place and maintain measures to ensure continuity
• Oversee internal client handovers
• Drive & follow up on “seasonal” projects, e.g. TYE, Equity
• Attend routine (e.g. service review) and ad hoc client meetings with account managers
• General management duties including but not limited to performance management, situational leadership, managing team dynamics, coaching, talent management
• Innovation – implement new procedures to improve & streamline existing processes Skills, know-how and experience:

Must Have

• Tactical/Operational leadership
• Organisational savvy
• Decision making
• Managing performance
• Delegation and empowerment
• Challenge resistance; make tough decisions where alignment is required.
• Concern for excellence
• Advanced communication skills
• Advanced conflict resolution and situational leadership skills
• Minimum 2 years’ experience in payroll processing on VIP Premier and/or Sage300 People

Preferred

• Experience in an Outsourcing environment will be beneficial
• Previous people management experience
• Advanced proficient in MS Word and Excel
• Technical / Professional Qualifications
• Tertiary qualification in business and people management

Key Performance Indicators

• Manage Outsourcing Account Managers and the day to day operations of the department in such a way that clients experience superior service on a continuous basis
• Optimise resources to ensure maximum sustainable productivity
• Focus all efforts on aggressive but sustainable revenue growth. This includes managing efficiency drives, client retention, productivity enhancement, SLA management to avoid scope creep etc.
• Create a sustainable working environment through strong operational leadership
• Manage and track capacity to support ambitious growth Direct reports:
• A team of up to 12 Outsourcing Account Managers