The role is for a Manager of Account Development and Operations to take responsibility for the execution of complex expense management consulting and the management of strategic relationships in support of the proposition of Global Meetings and Events values for the region. The qualified candidate for the job will provide thought leadership and strategic direction at a solution level and at a client or client portfolio level that would drive client retention, revenue, and profitability growth. The candidate would lead the relationship of the management of the client strategic meetings, and associated strategies that are related to retention, management of the contract, the growth of revenue, profitability, expansion, and overall performance of the account.
This role is accountable for leading the M & E team’s servicing the client. It would require research and partnership with groups of external industries and would be tasked with the presentation of project deliverables to senior management, clients and industry groups while conducting complex financial analysis in support of the growth and profitability of projects.
The candidate must be a self-starter, with experience in project management, pharmaceutical strategic meetings management, and global client management. 40% of these is required.

Main responsibilities:

The main responsibilities of the chosen candidate are categorised into the following:

- Principal responsibilities:

• Taking responsibility for the retention of client, contract management, revenue growth, profitability, expansion, and overall performance of account
• Providing leadership to Team Leaders and other roles that support the portfolio of the client
• Overseeing client meetings management program strategic direction, including the provision of thought leadership in the strategic plan, program goals, and quarterly business reviews
• Partnering with the meetings operational teams, Travel, Card, and other partners to deliver a comprehensive global relationship plan for the client

• Developing the strategy of client growth which is inclusive of consulting engagements, upselling or cross-selling of additional event managements or strategies of program expansion
• Managing the profitability of the client portfolio such as revenue, margin, and receivables
• Operating in a team-oriented environment, and having a strong sense of responsibility towards other team members and the engagement objectives
• Ensures deliverables and high quality meet the needs of the client
• Supporting sales and marketing as an expert on the subject matter on the management of strategic meetings

- In Client Account Management:

• Taking responsibility for the retention of client, contract management, revenue growth, profitability, expansion, and overall performance of account
• Overseeing client meetings management program strategic direction, including the provision of thought leadership in the strategic plan, program goals, and quarterly business reviews
• Partnering with the meetings operational teams, Travel, Card, and other partners to deliver a comprehensive global relationship plan for the client

• Developing the strategy of client growth which is inclusive of consulting engagements, upselling or cross-selling of additional event managements or strategies of program expansion
• Managing the profitability of the client portfolio such as revenue, margin, and receivables

- In Financial Management:

• Reviewing and approving the monthly summaries of the client’s financial settlement
• Monitoring direct reports so as to achieve the highest profitability on the accounts assigned by tracking labour, timely invoicing, reporting systems update, collecting commissions, and understanding the profit points within their programs
• Ensuring accuracy in the cost sheet before presenting it initially, when assisting with proposals
• Strategizing, analysing, forecasting, implementing and managing the financial and operational measures required to track results and ensure operational profitability

- In Relationship Management:

• Providing expertise in the meeting industry and subject matter from the pre-proposal stage to the proposal qualification, development, or delivery
• Assisting in the opportunities of growth within existing accounts to recommend and communicate the additional sales opportunities to the Account Managers and the business Development Executives
• Maintaining an active and past operated travel program history, and reviewing this history with the Account Managers and Business Development for the identification of meeting trends and the new travel opportunities for the clients
• Resolving the escalated inquiries of customers, and coaching direct reports to research and resolve the inquiries of customers

- In Process Management:

• Coordinating with the other American Express leadership in the preparation of short and long-range projects, and financial forecasts
• Ensuring the new account implementations and start-ups are successfully based on the feedback of the client and agreed upon measurements if a new account is assigned
• Developing plans for service recovery, ensuring the implementation of the plans, and the goals of improvement are achieved or exceeded
• Outlining of strategies and communication plans for an assigned group

- In People Management:

• Coaching and guiding the Team Leader and indirect reports in the leadership role
• Creating and encouraging a positive and open work environment to maximise the work life quality
• Ensuring that the direct reports are trained on the Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, and administration
• Ensuring the direct reports maintain compliance through monitoring and measurement
• Evaluating staffing models to ensure that the appropriate levels of staffing are in place
• Coaching and developing direct reports by providing feedbacks on the expectations of performance, and assisting with development plans
• Conducting regular one-on-one meetings, and ensuring the maximisation of the PMP process

Requirements:

- A Bachelor’s Degree. An MBA is a plus
- A minimum of 7 to 10 years of business experience
- A prior experience in leadership
- Experience in Corporate Meetings Management and working with Pharmaceutical clients is an advantage
- A minimum of 4 years’ experience of client management
- Global working experience with different cultures is a plus
- Ability to think conceptually, and using strong analytical skills
- Excellent interpersonal and communications skills, and experience at managing the expectations of clients
- A superior organizational ability
- Ability to lead, influence and motivate others, using direct & indirect reports, internally and externally
- Outstanding skills in project management and negotiation
- Exceptional client relationship skills