Position Summary & key responsibilities
Typically delivering products and services across our portfolio to a group of clients (existing or new) that assist HR and line managers to effectively support recurring HR processes in their organisation. Mainly working around Pay & Reward products and services but is expected to work also in other product categories if needed. The role exists to both build and maintain client relationships that deliver profitable renewal, yield or new business. The role holder will deliver standard or customised work across the pay products and support clients in training & implementation of products.
Specific to this level
Typically works with clients across sectors with a focus on selected sectors
Manages relationships with assigned clients during the delivery period of a product or service. Typical delivery period spans from weeks to over a year and requires collaboration with 2-4 stakeholders (both internal and external)
Follows processes to increase client satisfaction amongst the assigned accounts. Takes action to improve client satisfaction if necessary
Delivers products & services of various complexity to customers while following standardised protocols. Will be expected to be able to describe and enable clients with more complex applications of these products during client interactions
Is expected to be able to deliver presentations, workshops and client trainings around product and services
Has shared responsibility of the creation, renewal and maintenance of the reward database in the assigned country
Maintains ongoing relationships with assigned customers and achieves high renewal rates and creates opportunities for yield by understanding client needs and requirements and using this knowledge proactively in collaboration with commercial colleagues
Core to all levels
Responds in an appropriate and timely way to client needs
Navigates a wide variety of existing processes, procedures and precedents to interpret data and identify possible answers
Tracks and updates client information in customer relationship management systems
Engage with manager regularly to discuss delivery activity levels, future meetings approaches to be successful, and technical support needed to assist in delivery of projects
Prepares presentations and clients reports
Provides accurate forecasts on existing projects with timely status updates
EDUCATION, EXPERIENCE & OTHER QUALIFICATIONS
2 - 4 years experience in consulting or account management
Develops an internal network of relationships to proactively share experience and learn
Seeks and acts on feedback, without defensiveness
Proactively works to expand knowledge within the area of pay & benefits as well as other areas if needed
Can measure and monitor own performance and start to understand trends and success factors
Ensures understanding of deliverables and expectations
Known for delivering or coordinating high quality work that meets expectations for timeliness, accuracy and completeness - not only standardised but also non-standard products
Executes appropriate processes correctly
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