Account Manager

Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:This position is responsible for managing the client relationships within the global Customer Service organization. The Account Manager is responsible for understanding the client’s expectations and goals and partnering with thevarious internal teams to ensure our service delivery is an outstanding experience and that we deliver to thecompliance and service level timelines and agreements. This role is the client advocate and is responsible formanaging client communication.The Account Manager requires strong written and verbal communication skills, active listening and the ability todevelop and maintain an open and long-lasting relationship, even in difficult and high-pressure situations. Candidateswill often be working with large amounts of data, so strong organization skills and attention to detail is a must. Theideal candidate will have experience in call center operations, specifically with financial services programs.Duties and Responsibilities:• Accountable for managing client accounts within the global Customer Service organization; managingcommunication and acting as the client’s primary point of contact.• Understand the client’s goals and expectations and partner with Operations to ensure effective execution ofdeliverables.• Proactively maintain regular engagement with key client contacts in line with client expectations.• Ensure delivery of Client KPIs including day to day service levels, customer experience, quality measures andcompliance measures.• Identify valuable trends and metrics to share with client to bring increased value to their program.• Prepare and present business reports.• Continuous identification and implementation of best practice through interaction with the wider team that improvethe customer experience and company performance.• Identify further opportunities for services and process improvements. Ideal candidates have:• Previous account management or operations experience in a contact center and/or banking environment• Must have at least a Bachelor's degree in any Business Course or any related discipline. Preferablywith Masters or MBA from a reputable school.• Strong business acumen and focus on performance excellence• Demonstrates strong problem-solving skills and sound judgment• Ability to recommend operational best practices and support process improvement ideation• Dynamic interpersonal skills• Excellent verbal and written communication skills. Ability to present information and respond to questions to avarying levels of internal and external partners• Stellar relationship management skills with ability to deepen relationships and build partnerships across thebusiness and key functional support areas• Ability to work within a high-pressure environment and maintain a positive and calm demeanor in difficult situations• Strong organizational and time management skills• Passion for working in a fast-paced, collaborative environment• Adept multi-tasker with ability to quickly prioritize tasks• Enjoys new challenges in a rapidly growing and changing environment• Intermediate to advanced proficiency of Microsoft Office applications• Can work on Shifting Schedule: Day Shift, Mid Shift and Night ShiftWhat we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation, and is proudly certified as a Great Place to Work®.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.