Operational Account Manager

The Operational Account Manager is responsible for managing the operational relationship of a set of key client accounts, as identified and agreed by the Operational Account Manager Lead and Head of Account Management. You will be responsible for building highly effective, multi-level relationships with your client base, delivering an incredible customer experience. You will need to have the ability to deal efficiently and effectively with escalated client queries and be able to manage the client's expectations achieving a high level of customer satisfaction. You will act as the Voice of Customer to ensure that across all KINTO internal teams, we are delivering against our agreed Key Point Indicators and that our processes are delivering what the customer requires. You will have to have a deep understanding of our customers own policies and how that then fits into our own processes and system capabilities. You will be expected to drive continuous business improvement, regularly reviewing the processes for your customers to identify enhancements and better ways of working. You will need to build relationships and knowledge of all internal teams in order to implement cross-functional change and to share best practice. You will need to have a keen eye for detail and be able to understand, review & analyse various streams of customer & internal data. You will be responsible for agreeing with your customers their management reporting requirements and ensuring this is fit for purpose. This is an office-based role, however there will be regular occasions when the successful candidate will need to visit client offices, attend appropriate trade events and meetings with the Strategic Account Managers and Head of Account Management as required.,

• Manage account bases across the team to maximise resources and support clients effectively
• Manage Project & action Logs to ensure full team participation, communication and appropriate feedback to business and Head of Account Management
• Build a strong working relationship with the customer and strategic account managers, working collaboratively together in a partnership to ensure client and team objectives are met.
• Co-ordination of business and client management information to review with the customer and present to the Head of Account Management as appropriate
• Establish and develop operational multi level client relationships leading the operational reviews and calls
• To analyse VOC results and identify remedial action required across client base, identifying opportunity for growth and efficiencies, spotting trends and agreeing a plan to address.
• Demonstrate a full understanding of all SLAs and client requirements and ensuring these are measured and adhered to through accurate, documented procedures on account base.
• Build and maintain professional, effective relationships with all internal departments, clients and drivers, ensuring a clear understanding of priorities and impacts outside of the immediate team.
• To facilitate the implementation of client policies including active participation with the Project Management team to re-implement clients as appropriate.
• Responsible for the updating and ownership of the client operational manuals of assigned accounts ensuring these are reviewed and agreed both internally and with the client.
• Support the Strategic Account Plan in creation of relevant data to include in presentation packs.
• To share best practices and improvements across the wider Account Management team.
• Ad hoc tasks as agreed with the Operational Account Manager Lead and or Head of Account Management
  
  Essential
• Excellent communicator with strong customer focus
• Strong ability to work on own initiative and take ownership
• Excellent analytical skills
• Strong performer within a team and/or individually
• Strategic Thinker with a proven ability to define problems and develop solutions that drive business results and future growth
• Customer Champion who focuses on the customer, anticipating and meeting their fleet requirements. Holds a deep understanding how to create best value and keep our product and service portfolio at the front of our customer's mind
• Ability to take ownership of a requirement and deliver
• Team Player, supporting client colleagues and KINTO colleagues
• Computer Literate
Desirable
• Understanding of Fleet and or Leasing industry
• Customer Service Experience
Ideal Person Attributes
• Team worker who can undertake activities on own initiative
• Excellent Communicator with good written and oral communication skills
• Strong Attention to detail
• Resilient and Resourceful
• "Can do" attitude
• Logical and practical problem solver
• Ability to multi-task and prioritise
  
  At KINTO we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all.
For this role we follow a 1st and 2nd round interview process with a member of HR and the hiring Manager/s. The interview will be via Teams and/or Face to Face, so that we ensure you have the best experience. Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs. Some examples of how we might be able to help are listed below:
• Providing a copy of interview questions before the interview
• Organising a time and location that best suits you
• Allowing additional time for the assessment and interview
We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self. On the job training will be provided, we recognise we all learn differently, and we want to ensure that our training will suit your learning style. We are open to talking to you about how we can make learning your new role in the most positive way.


• Competitive starting salary
• Bonus earning potential
• 25 days holiday + 8 days bank holiday
• Great pension scheme starting at employee (EE) contribution of 4% with an employer (ER) contribution of 11%. This can flex up to 6% EE contribution and 15% ER contribution
• Company Car Scheme following passing of probation
• Private Medical Cover
• Life assurance scheme
• Discounts on different retailers
• Wellbeing hour each month
• Discounts on Toyota & Lexus cars
• Volunteer Days
• Wellbeing events
• Employee assistance programmes
• Free fruit in the office
• Free onsite car parking
• Working Hours 37.5 per week Monday - Friday
• Hybrid working policy 2 days from home each week should you want to