Key rolesThe primary purpose of the Account Manager is delivery of operational excellence and transformation within Customer Care Solutions. The successful candidate will be required to identify and remediate operational issues as needed in different parts of the operation, as well as proactively drive transformational change to maximise the performance of teams and deliver on agreed Revenue Targets, KPI's and Client SLA's.Specific responsibilities (including but not limited to)Driven and effective problem solver who understands how to design, measure, analyse, improve and control outsourced operations for clients. The ideal candidate will be a self-starter that thrives in a fast-paced environment.Execution, support and assistance in all aspects of creating maintaining operational rhythm for BAU, continuous improvement, and operational excellence within areas of Customer Care Solutions.Identify issues and opportunities, make recommendations substantiated with data and implement to deliver results.People and performance management - Demonstrated results through people engagement, coaching, leading, performance management.PartnershipLeverage internal partners: Colleague Resources, Shared Services, Training & Quality, Technology and others as appropriate to achieve the overall goals for the operation.Client Engagement: Support the Business Area Owner in engagement with Clients to manage expectations, development, reporting, system, training & QA auditing.Training & QAIdentify requirements and engage to develop training solutions, ensure regulatory / Client SLA audit inspections are completed to the best practice standards.Continuous improvementReview of business processes, systems, team skills, QA performance & engage with the Training, QA, IT or Shared Services teams to identify, develop & deliver best practice initiatives.Personal DevelopmentMaintenance of personal development portfolio (PDP) & CPD hours if an accredited individualQualifications/skillsAPA Qualification essentialA minimum of 3+ year's in a similar operational role focused on transformation and people managementGeneral insurance and /or operational management within business process outsourcing background desirableA degree in business or related disciplineClient or Project Management experience desirableExperience with training and managing quality in complex multi-client environmentExcellent written and verbal communication skillsExperience managing Work Force Planning / Optimisation (desirable not essential)Excellent motivational and organisational skillsIT literate including all MS platformsExperienceTheAccount Managermust be collaborative and communicative with the ability to define, measure, analyze, improve and control one or more parts of an operation to deliver required results. The role will require the ability to remediate operational issues where required to transform the service we deliver. An ability to go into parts of the operation, quickly understand, identify and deliver on key opportunities is critical to the success of this role. The role requires people management, business acumen and continuous improvement skills.The position requires:Operational excellence and transformation capabilityResponsibility, accountability and ownership within a matrixed organisationSolution focused, collaborative, honest and proactive approachPositive, energetic and forward-thinking attitudeExcellent oral and written communication skillsAnalytical and interpretive skillsAbility to create and complete comprehensive, accurate and constructive written reportsAbility to meet or exceed performance competenciesPersonal Qualities and AttributesAbility to influence peers and senior managementHigh levels of motivation and enthusiasmA positive attitude, co-operative, willing to comply with company policies and procedures and work constructively with all colleaguesBenefits of working for Sedgwick in IrelandBike to Work SchemeTax Saver Travel SchemeDiscounted onsite Gym Membership (Dublin 4)Discounted onsite Montessori (Dublin 4)EAP – Employee Assistance ProgrammeLife CoverPHI – Permanent Health InsuranceExams & Professional Membership FeesProfessional and personal development opportunities