Account Manager at Committed To Good (CTG)

Overview of position

• The Account Manager is the focal point to both the client, and CTG consultants.
• This is a customer facing role where approachability and humility are key human skills required to be successful.
• Your days will never be repetitive, tackling issues and delivering an excellent service are fundamental to the role.

Role objectives

Client Management:

• Accountable for managing assigned clients.
• Responsible for meeting client objectives in accordance with contracted scope of work.
• Ensure total client satisfaction with the services being provided.
• Regularly meet with clients, to provide opportunities to discuss any challenges, problems or concerns with how the account is being managed and resolve to ensure smooth running of contract and client satisfaction.
• Ensure clients are regularly updated and client expectations are met in accordance with agreed time frames.
• Responsible for ensuring deployment plans, administrative documents, system and Personnel Management, Standard Operating Procedures (SOPs) are in place and complied.

Operational Management:

• Work with the Country Manager and Legal Team to ensure compliance with local labor law.
• Ensure an understanding of CTG’s Duty of Care, evacuation and medevac plans.
• Management of the safety of our consultants in the field from mobilization to demobilization.
• Ensure that the Risk Management Team have all necessary information to always keep the consultant tracker up to date.
• Liaise closely with CTG’s Risk Management Team in regard to staff and consultant risk mitigation measures.
• Be involved with the management of serious incidents as required and in line with CTG Risk Management standard operating procedures and protocols
• Management of third-party security, accommodation and other local service providers.
• Understand the contracted terms of all accommodation, security and logistics support with the assistance of the Country Manager where required.

Personnel Management:

Recruitment:

• Work with and support the Recruitment Team with recruiting and onboarding new consultants and promoting CTGs gender parity goals.
• Source, pre-screen and submit CVs of candidates for clients.
• Support clients in the selection of candidates, including attending and minuting interviews, observing consultant tests and travelling to different locations for recruitment at client hubs, as needed.
• Onboarding of the selected candidates, including fully vetting, collecting all necessary documents
• Mobilization: Responsible for deliverables against the provided mobilization plan for new contracts.
• Induction Training: Ensure all consultants are issued with country specific operational guidelines and receive a full CTG induction prior to commencing work for the client.
• Tayo: Ensure consultants use Tayo and keep their profiles up to date and maintain accurate records
• Communications: Ensure consultants and clients to keep up to date with communications from CTG.
• Duty of Care: Responsible for consultant duty of care and knowledge sharing on security threats and incidents.
• Performance Reviews: Review consultant’s performance in accordance with client’s requirements.
• Act as a focal point between insurers and consultants/emergency liaison persons in instances of medevac and or major incident.

Consultants’ management:

• Ensure all non-permanent staff and consultants comply with company and client policies and procedures.
• Introduce consultants to CTG Learning, CTG Wellbeing and make-sure they have completed all mandatory courses.
• Train clients and consultants on the use of Tayo and KayaConnect; liaising with the CTG Digital Team as needed.
• Answer queries and concerns as well as providing additional administration support directly to consultants.

Financial Management:

• Update timely and maintain employee master data in Tayo
• Approve reimbursable expenses in Tayo
• Timesheet should be completed and approved on Tayo by the 20th of the month
• Provide list of starters/leavers (to be updated on Tayo as well), or any amendments to the employee master data relating to earning, benefits, deductions, taxation and bank details by the 15th of the month
• Payroll: Responsible for approving accurate and timely consolidated payroll spreadsheets, supporting documents, etc. Checking for inconsistencies prior to authorization – payroll calculation should be completed on the 22nd of the month
• Invoicing: Responsible for approving invoices and submitting them by the 25th of the month
• Within 5 days after the submission of the invoices, follow up with the client to confirm that the invoice is in good order for due settlement - If no response within 10 days, follow up with the client with a kind reminder. If no response, escalate to the Regional Director
• Review, and revise, if necessary, budget amendments in-line with client requests for contract extensions and additional staffing services.
• Provide Time Card information (TC Calculator)
• Familiarization of the country specific financial process flow.
• Follow up with consultants for documents prior to payroll.
• Handle contract extensions and issuing of financial documents.

Business Development:

• Actively promote CTG’s services and assist in building a network of key business partners and potential clients.
• Develop current and new client relationships through to contract negotiation.
• Represent CTG in meetings.
• Assist with the development of proposal responses.

Team Contributions:

• Suggest improvements and strategies for overcoming challenges in the overall country business processes.
• Actively participate in Country Team’s Meetings.
• Cover the accounts of colleagues when they are on leave.

Qualification    

• Bachelor Degree or equivalent in HR or Business Administration (essential).

Sector experience    

• Minimum of 3 year/s of demonstrable relevant Business Adminstration experience (essential).