People & Partnership Account Manager

Staff-related:

Performance

Ensure that staff meets client standards, KPIs, metrics, etc.

Monitor and track daily attendance.

Meet coaching session quotas per month.

Guide employees to correct or meet performance standards and/or behaviour by identifying the root cause of the problem. Identify causes and find solutions, not to punish the employee.

Payroll Concerns

Handle payroll disputes from staff and create requests for adjustments if necessary.

Validate payroll on a bi-monthly basis

Remind staff to create requests to adjust their attendance when necessary.

Create requests to issue bonus, incentives, and commissions as approved by the client.

Employee Satisfaction

Primarily responsible for addressing staff concerns.

Coordinate with various departments to fulfil staff concerns.

Conduct Operations orientation to New Hires.

Roll out company updates to clients and staff

Facilitate Focus Group Discussions at least twice each year, once per quarter for VCs/MCs

Disseminate information to employees like updates on policies and company events.

Others Staff-related tasks

Management of day-to-day operations through attendance monitoring, assisting staff with concerns, implementation of Company policies and maintaining discipline and order in the work floor

Client-related:

Performance Monitoring

Create monthly client reports based on performance and climate check of staff.

Regularly coordinate with the client regarding the status of the offshore team

Implement policies, deadlines and standards set by the client

Create, maintain and administer schedules for outsourced staff, in coordination with the client.

Develop of reports/process that increase the ability of the offshore project to effectively and accurately plan acceptable performance results

Billing

Draft monthly costs that will be billed to each client.

Validate client invoice drafts on a monthly basis.

Client Satisfaction and Engagement

Spearhead meetings with clients to determine their plans for their offshore staff.

Coordinate with the client for team expansion and sourcing needs

Other Client-related tasks

Create/draft agreements for client owned or leased equipment.

Monitor and prepare important documents like the MSA and SOW.

Promote MicroSourcing services

MicroSourcing-related tasks:

Plan and facilitate employee engagement activities for the project staff

Working closely with OM in updating the Client profiles when needed (i.e. Hiring tracks, Cost Sheet, Project Extension Contracts)

Prepare and maintain statistical reports used in management decision-making – particularly attendance reports and trends, schedule adherence and other reports that may be useful in operations planning and management

Create requests in changing or updating employment terms of staff.

Draft training agreements for project/team indicating the performance metrics, evaluation and escalation of infractions, and coordinate with HR for the approval of the document

Attend monthly operations meeting to discuss vertical updates.

MicroStatus management – Keeping track of account diaries, documents, and account info sheets, etc.

File server management.

Coordinate with the Recruitment team for team expansion/replacement of project employee, IT to meet service level agreements, HR for government-related requirements and concerns, etc.