Account Operations Lead

**Why MultiplyMii?
**

MultiplyMii's mission is to empower small/medium businesses around the world to build high-performing, work-from-home Filipino teams.
We want to revolutionize the transactional, task-based nature of the BPO industry.
We firmly believe that when provided the opportunity to leverage their unique skill set and experience, Filipino talent will rise to the challenge and demonstrate their exciting potential.
Covid-19 has changed the way we work forever.
MultiplyMii envisions a world in which working with offshore, work-from-home talent from the Philippines is as easy as working with local, work-from-home talent.
The purpose of the Client Success department is to work with both the clients and Multipliers to make this vision a reality, breaking through all barriers whether they be professional, cultural, or operational.
This role is suited for a resourceful, ambitious leader who never says "that's not my job".
You will be stepping into a start-up environment that demands innovation, independence, and an eagerness to grow.
**Mission**

Develops the new world of outsourcing by leading a team of Account Managers who empower clients to build their own high-performing teams in the Philippines, supporting both the Client and Filipino talent in maintaining a prosperous working relationship.
**Outcomes**
- **Regional Lead** - Confidently spearheads the team of up to 5 Account Managers, assuming end-to-end accountability for the Account Management performance within the designated region.
Leads weekly meetings and ad-hoc check-ins with their team to ensure that the region is achieving the desired results.
- **Account Manager Development**:

- Develops the future leaders of the Client Success department by investing heavily in Account Manager training and improvement.
Conducts quarterly 360° performance evaluations, and constantly looks for opportunities to provide constructive feedback to enrich the long-term talent density of the department.
- **Escalations Management**:

- Swiftly handles all client escalations in an independent, professional manner.
Consults other company leaders when necessary, however, always take absolute ownership over situations, preventing the Head of Onboarding Management from getting involved in the day-to-day.
- **Solution Design Assistance** - Critically analyzes the Account Management Solution on a frequent basis, offering constructive, actionable insights to the Head of Account Management for solution improvements.
In addition to the outcomes listed above, the Account Operations Lead will also act as an Account Manager with reduced capacity, enabling the outcomes below:

- **Account Management at Scale** - Enables 15 clients (or up to 25 Multipliers) to seamlessly manage and grow their high-performing Filipino team, working efficiently and effectively to frequently delight customers and Multipliers alike.
- **Client Relationship Management** - Serves as the client's right hand in implementing MultiplyMii's vision for the new world of outsourcing, deeply understanding their business direction, pain points, and targets to become a trusted advisor.
Trains the Client on the nuances of working successfully with Filipino teams, holding their hand as they cross all professional, cultural, and operational bridges.
- **SAAS Adoption** - Facilitates a digital-first approach to managing the relationship between Client & Multiplier, coaching both parties to use the MultiplyMii platform to enable effective Account Management at scale.
- **Multiplier Support**:

- Conducts monthly check-ins with the Multipliers to assist them in removing any barriers to success.
When necessary, works with the Client to build a customized CRDP (Coaching for Results Development Program) to empower the Multiplier to improve their performance.
- **Workplace Culture** - Implements creative and consistent initiatives that promote a culture of positivity, teamwork, and support amongst each client's team of Multipliers.
Works with the Client to nurture a workplace environment that becomes a crucial component in why the Multiplier chooses to stay in their role.
- **Ongoing Talent Management**:

- Facilitates the adoption of the Performance Scorecard to monitor performance on a monthly basis, encouraging constructive 360° feedback and designing improvement plans when necessary.
- **Client Growth** - Proactively nurtures an overwhelmingly positive experience that achieves tangible results for the Clients, gradually motivating them to grow their team in the Philippines.
Generates 15 new roles per quarter.
**Competencies**
- **Strong Leadership** - Shows qualities of a 'Multiplier', discovering and developing the inner genius of the Onboarding Managers.
When necessary, can be stern, candid leader to deliver results.
- **Process Management** - Can oversee accurate and thorough execution of a pre-determined process for their team, leveraging technology to maintain visibility without micr