Client Services Director

About Us

Talent is our World.

In AMS, we believe in nurturing talent and fostering a culture where passion for success thrives. As part of our commitment to your growth and development, we encourage you to explore opportunities available within our organization. Your talent is our greatest asset, and we're dedicated to providing avenues for you to reach its fullest potential. We do so by providing the environment, resources, networks, and career experiences essential for your progress.

Take the next step in your career journey and discover our exciting opportunities.

The Role

As the Client Services Director, you will provide strategic leadership and responsibility for the people, the performance, productivity, financial targets and operational elements of the account, ensuring that AMS deliver the clients' outcomes. You will be responsible for the financial performance within their span of control e.g. recruiting and sourcing outputs related to NFI generation and cost of delivery. Driving operational excellence and leading AMS leaders to deliver all contractually agreed services within the solution(s). You will act as a trusted strategic partner and collaborating with the Client Partnering Director to expand the AMS footprint with the client. You will inspire and motivate your teams, role model AMS behaviours, prioritise team wellbeing, performance, engagement and retention and drive appropriate succession planning along with team/leadership development.

Reporting to the Lead Client Services Director with a dotted line to the Managing Director Client Partnering and work in close alignment with the Client Partnering Director to ensure a seamless customer experience.

Key Accountabilities

People

• Role model Leadership for all people within account(s), co-creating the Account Plan with the Client Partnering Director / Client Partnering MD and ensuring it is understood and can be articulated by the account team
• Develop AMS talent for the future through robust hiring and driving performance and development, wellbeing, engagement and ultimately retention - make your account a great place to work
• Empower Senior Manager and Managers to lead their teams, ensuring the whole account knows what is expected of them, how they're performing and have the knowledge and skills to be the best they can be at AMS

Client

• Build strong and influential relationships onsite with senior client stakeholders in line with stakeholder maps created in collaboration with the Client Partnering Director / Client Partnering MD
• Accountable for Client Satisfaction including the resolution of all service issues.
• Ownership of the Client MBR process.
• Responsible for production and collation of the QBR and working in partnership with the Client Partnering Director to deliver a seamless experience for the client.
• Collaborate with Business Operations for initiatives to monitor and improve productivity in the account(s)
• Strategic advisor to client and share best practices on operational delivery and mode

Service Innovation

• Working with the Client Partnering Director and with the support of Business Operations create and maintain a continuous improvement plan for the account. Identifying gaps and opportunities that drive client impact and business development outcomes
• Delivery of service wide change programs
• Ensure continuous alignment with the Client Partnering Director to facilitate the consistent sharing of best practices between AMS and the client, enhancing AMS technology offerings and sharing client/account best practices with the AMS team.

Financial Commercial

• Delivering financial performance within their span of control e.g. recruiting and sourcing outputs related to NFI generation and cost of deliver with accountability for forecasting accuracy
• In conjunction with the Client Partnering Director / Client Partnering MD, lead account, team and client through all stages of the contractual lifecycle i.e. re-sign, implementation, remediation and / or stabilisation, drawing on AMS resources as and when necessary

Operations

• Be the lead client contact for the delivery and seamless receipt of multiple AMS products, services and / or integrated propositions into your client(s), ensuring that we are meeting all our agreed contractual obligations
• Accountable for meeting compliance, risk and audit standards in line with AMS policy and procedures as well as client requirements and for having an up-to-date Operations & Governance Manual, Risk Register, Issues Log, Training Plan, Contract and Change Control Process, delegating responsibility as appropriate to the team or PM
• Facilitate initiatives led by Business Operations and central BI teams to ensure reporting is at optimum efficiency, embedding this in the team and ensuring it is utilised by the team to make decisions.

Performance Outcomes

• Deliver all agreed client outcomes and SLA/ KPI targets and achieve targeted financial performance with no fees at risk
• 100% retention of all clients
• Championing AMS Values and ways of working, driving a positive and cohesive culture, resulting in increased employee engagement, collaboration, sense of belonging, and overall organizational well-being.
• Fostering innovation and continuous improvement to evolve efficiencies and enhanced experience for clients and teams

Why AMS?

Why AMS

Every one of us plays a pivotal role in our success, whether engaging directly with clients or shaping the value we add behind the scenes. Together, it means more insight and expertise for our clients and more exciting career paths and experiences for us.

Apart from our standard benefits package, you'll also get to enjoy the flexibility, autonomy, and trust to work in a way that works best for you. We just focus on providing the means to meet, collaborate, and support each other however you choose.

Our culture of inclusion and belonging.

We welcome applications from people of all backgrounds, and all aspects of employment are based on merit, qualifications, and business needs. We do not discriminate based upon age, disability, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other applicable legally protected characteristic.

If you require any accommodations or have any accessibility needs, please reach out via email Talent@weareams.com or make a member of our Talent Acquisition team aware at any time.

Hit the Apply now button to get your journey started!