Job Descriptions:

Reporting to the Global Account Director for one of our multinational banking customers, the Regional Account Manager (“RAM”) will be responsible to manage the strategic and tactical customer relationship across APAC branches, deliver contractual obligations and meet the security objectives in accordance with the Account Plan and regional business objectives. Honed customer management skills and the ability to successfully leverage the G4S network are crucial to the success of this role.

The role will project manage the deliverables and co-ordinate contract implementation, support day-to-day regional operations via the Cluster Account Manager, manage the strategic partners, manage customer needs and handle all relevant account administration and reporting requirements.

Key Responsibilities/Accountabilities:

Operations:
• Ensure contractual obligations are met
• Manage all the strategic partners
• Report and manage incidents and customer complaints to closure
• Provide security and safety advice to customer
• Capture and share best practice
• Maintain an active and strong customer contact programme to discuss matters associated with service delivery and new business
• Maintain an active and strong strategic relationship with the strategic partners to discuss matters associated with service delivery and new business
• Lead in the standardisation of site assignment instructions/SOPs across the region

Commercial
• Maintain current and accurate site rate cards and change control documents
• Cost control
• Understand, track and record variance (actuals v target) by month
• Provide accrual advice to customer as required

Compliance and Audit
• Develop a regional assurance programme to ensure site services are being delivered in accordance with the contractual requirements
• Conduct country/ site reviews and audits

Continuous Improvement and Performance Management
• Closely monitor site performance through the Scorecard and interaction with the delivery business
• Actively seek ways to improve KPI scores, and where necessary be proactive in implementing performance improvement plans
• Ensure KPI scores are maximised at site, country and regional level and that KPIs are completed and reported in accordance reporting rules
• Proactively seek ways to improve the operational effectiveness and efficiency for the customer
• Proactively seek ways to introduce integrated /innovative security / safety solutions and new service lines to the region

Knowledge, Skills And Experience Required
• Degree level education is desirable
• Proven track record in security operations at management level. Preferably over 10 years’ industry experience with a combination of operations, sales and security expertise
• Strong commercial and contract management skills
• Exceptional customer relationship management
• Strong skills in MS Excel, MS Word, MS PowerPoint. Preferably with knowledge in MS Visio, MS Project and project management tools (e.g. PRINCE2 or MSP)
• Strong communication and presentation skills and an ability to speak fluent Mandarin would be highly preferred
• Able to travel overseas as assigned

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