Overview:
This is a highly visible and key role within the business which is responsible for excellence in implementation and management of day-to-day Client activities between Sales, National Accounts, Account Management, and Operations. It requires a highly experienced, level-headed, problem-solver who can effectively build and manage internal and external relationships. Timely and effective on-boarding of new Clients, new employer groups and new services is a daily function of the role. Designing, developing, and executing better processes and procedures is a requirement along with documentation. In this assignment, the BA&AMTL will manage a team of direct reports with responsibility to elevate the overall performance. Will act as a coach, teacher, and inspirational leader who develops enhancements benefiting the business and individuals. Additionally, will participate in leadership meetings as well as directly interface with Clients in a professional manner.
We offer a hybrid schedule, 2 days per week remote, after successful completion of the training period. Must be able to work in the office 5 days per week during the training period.
RESPONSIBILITIES AND PERFORMANCE:
Process, Procedures and Systems
As the Business Analyst (BA) and Account Management Team (AMT) Leader success for this role will encompass acquiring deep knowledge and understanding of Hines' current processes, procedures, and systems for onboarding new Clients, new services, and daily management of existing Clients. Initially, it will include the formalized documentation of a standard operating procedure or a SOP guidebook of current practices. Upon which a GAP Analysis study shall be conducted to identify areas of concern with recommendations for improvement that create favorable returns to both Clients and the business. Recommendations shall be presented to leadership for acceptance or alteration, which are then executed in a timely manner and reflected in a revised SOP. Technology enhancements to promote system automation shall routinely be evaluated, scoped, and submitted to EVP and IT to facilitate scalability and quality improvements.
PEOPLE DEVELOPMENT
A key requirement in this role is to develop a strong organization of highly skilled and competent contributors. Initially to learn current roles and responsibilities of the AMT and evaluate the strengths and weaknesses of each Team member. From which build individual developmental plans and execute with objectives, goals, and metrics which will be reported minimally each quarter to Team members and EVP. Conduct weekly one-on-one meetings with staff. Actively engage with Team members in education and training to elevate their knowledge and skills. Identify new opportunities for growth with challenges delegated to members to pursue. As required institute a Performance Improvement Plan (PIP) for members not meeting "average-level" performance. As well as develop a self-based career development and succession plan.
CLIENT MANAGEMENT
Participates with National Accounts, Sales and Operations, to play a pivotal role in management of Client expectations on a daily basis. Requires managing day-to-day Client-related issues that include doing triage, delegation, and communication to all necessary parties. This includes direct interface with the Client and departments along with leading on TEAMS calls. Demands appropriate preparation, agenda, presentation materials, and next steps as well as professional, effective call management are expected. Learning to utilize all proprietary systems is a must have, as well as maintaining an implementation score card transparent to the organization.
COMMUNICATION:
Communicates with staff and Clients in a professional and positive manner.
Maintains current Client implementations with detailed documentation accessible to business with daily updates as well as variance values.
Keeps EVP and executive team informed of goals and progress.
Maintains communication with national account and sales team on status of in progress proposals.
Assists as needed with RFPs.
Submits expense reports monthly by requested date. Practices appropriate discretion when traveling for best rates.
SUMMARY OF RESPONSIBILITIES:
Leader of the Account Management Team.
Delivers on company's/department's objectives and goals, and monthly report of same.
Create and execute more effective ways to conduct departmental business.
Report on Clients' implementations.
Report on Clients' day-to-day issues that represent opportunities or risk.
Owns leadership role for all Implementations.
Build progress reports for all implementations with communication to all required parties on an on-going basis.
Masters Hines' proprietary systems with routine utilization of same.
Masters understanding of Client reports with insight and recommendations.
Identifies Client needs with recommendation for innovation.
Delivers Client solutions with feedback loops from the customer.
Partners with Marketing to build campaigns which reinforce Client experiences with the Hines brand value.
Crafts presentations and materials for client meetings.
Provides support as requested to sales in new and renewal contracts.
Participate in bi-weekly sales calls with Leadership Team
PERSONAL AND PROFESSIONAL:
Participates in self-evaluation by identifying areas of strength and limitations and offers and accepts constructive criticism.
Required to sign and honor a confidentiality statement at the time of hire and annually at the time of performance reviews. Must sign non-compete and go through yearly HIPAA training.
Represents Hines professionally both inside the office, when traveling, visiting clients, and attending conferences, dinners, and client events.
All other duties as assigned
PM21
Requirements:QUALIFICATIONS:
Bachelor's degree and experience in Process Management, Project Management, and General Management.
Experience and proven record of accomplishment in managing staff with the ability to solve complex problems with an appropriate mix of quantitative analytics, insightful reasoning, balanced judgment, and people skills for successful change management.
Experience or degree in change management and human relations strongly considered.
Demonstrated success in designing, developing, and implementing effective and efficient work processes and procedures, showing superb communication skills and inspiring transformational change across departments.
Relationship building and communication acumen including positive executive-level interaction experiences both internal and external.
Ability to work effectively with people at all levels in an organization.
Ability to establish objectives, goals, and metrics and monitor progress to attainment with corrective actions that lead to favorable results.
Leadership role that enhances the department's performance while simultaneously developing team members skills, knowledge, and experience into higher levels of contribution.
PC proficiency to include MS Office products, and other Hines' proprietary systems.
Driver's License Required
Remote or office based with the ability to travel to meetings.
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