Account Director, Sourcing

About the role

The Account Director, Sourcing sets the expectations for service delivery at Tag and establishes best practices to serve clients across multiple service offerings. The role focuses on operational excellence, continuous improvement and team development, setting goals and success metrics aligned with business and client objectives while building client relationships at the operational level.

Key responsibilities

• Manage the day-to-day client relationship and manage the team to deliver BAU operational excellence
• Drive the quality of service delivery across the organization and implement strategies to improve and standardize operations
• Execute changes to organizational design and teams to optimize activity and improve client experience
• Ensure operational controls, management information reporting and adherence to account plans are met
• Develop the account, minimize corporate risk and maximize returns for the operations team
• Maintain open communication with the client, partner with functional teams on policies, internal controls and reporting, and investigate escalated client issues
• Manage operations staff performance, including goals, objectives, priorities and ongoing feedback, and promote a culture of continuous improvement
• Manage the selection, induction, development, retention and performance of direct reports, including succession planning for key roles
• Manage overall account performance metrics against contract or business unit targets, highlight operational, compliance and financial risks, and keep the team focused on targets
• Take part in new business implementation projects and implement delivery models that lower cost to serve
• Cascade business messages to associates, share knowledge and best practices, and provide training and mentoring

Required profile

• Bachelor's degree or equivalent experience
• Over 8 years' experience as a recognized leader and manager of people in a national or global customer service intensive environment
• 4-7 years in sales or project management
• At least five years of successful financial management
• Minimum 3 years in marketing production service delivery
• Proven record of growing volume, profitability and client satisfaction

Required skills

• Subject matter expertise in sourcing
• Experience developing strategic solutions that resolved poor contract performance or difficult situations
• Complex multi-service solutions for clients
• Excellent client service skills and calmness under pressure