• ensure client teams meet or exceed client service level agreements (SLAs) • grow accounts • provide operational oversight to ensure smooth day-to-day performance while escalating matters of concern • ensure core business processes are in place and aligned with best practices • responsible for ensuring teams utilize technology to manage and improve performance • partner with the Managing Director to develop strategies and foster relationships to drive growth within assigned accounts • responsible for new business growth targets • manage a portfolio of multiple accounts or services (2 or more) with gross profit of least $700,000 • people leadership – lead, develop and empower highly functioning client teams • provide oversight and support for the selection, induction, development, retention, motivation and performance of direct and indirect reports • provide training and development opportunities and serve in mentoring role for direct reports • manage operations staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback • encourage a culture of structured succession planning for key roles • financial and contract management • ensure operations controls are in place to manage budget and profitability • develop and implement strategic account plans • maintain appropriate communications channels with the clients, the field and offsite leadership • own the annual budget process for assigned account