Account Director

Manage the strategic and tactical customer relationship with the customer, deliver G4S’ and strategic partners’ contractual obligations specified in the MSA and meet the regional (UK & Europe) objectives in accordance with the Account Plan and regional business objectives.

The Regional Account Director will report to the Global Account Director for ensuring that the appropriate organisation / structure, processes and procedures are in place to assist G4S Businesses and strategic partners in fulfilling their contractual obligations to our end customer.

The Regional Account Director will be expected to understand the clients business requirements at all levels and become an integral person that our customer views as key to
helping achieve its business and security objectives. This will require honed customer management skills and the ability to successfully leverage the G4S network.

The Regional Account Director will project manage the MSA deliverables\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 Accountabilities 

• Ensure SLAs 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

• Support G4S businesses mobilise\transition new sites

• Lead in the standardisation of site assignment instructions\SOPs across the region.

Commercial

• Maintain current and accurate site rate cards and change control documents (country / site tracker)

• Cost control

• Understand, track and record variance (actuals v target) by month

• Provide accrual advice to customer as required.

HSSE

• Implement the Global Annual HSSE Plan

• Champion Customer HSSE

• Actively work with customer and their FM providers to improve G4S HSSE

Compliance and Audit

• Develop a regional assurance programme to ensure site services are being delivered in accordance with the MSA

• 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. 

Key Competencies 

• Educated to degree level or possess significant (more than 10 years) industry experience with a combination of operations, sales and security expertise.

• Strong skills in MS Excel, MS Word, MS PowerPoint

• Experience in MS Visio and MS Project desirable

• Project Management (e.g. PRINCE2 or MSP).

• Proven track record in customer relationship management

• Proven track record in security operations at management level

• Commercial\contracts