POSITION SNAPSHOT

Title: Market Account Lead

Company: NBS

Location: Cairo

Position Summary:

In charge of all local customers relationships within the markets in scope for the Centre (including the usage of the right tools and right supporting communication materials). Oversee governance and operational aspects of IBS Service Lifecycle including processes, tools, data and network. Drive the main programs to deploy IBS Services across the group (from program definition & transition up to full closure)

A DAY IN THE LIFE …

"Drive the implementation of the IBS Account Management Strategy: Co-create and implement best practices for account management within IBS to drive full alignment with our customers on 1- excellence in all aspects of our service delivery, 2- full deployment of the existing catalogue and transition to IBS for new services & 3-Maximize the value creation for our customers achieved through goal alignment.

Make sure the defined practices to manage the accounts are used efficiently and valued by our customers. Drive the governance of the complete IBS cascading tree of governance meetings from the lowest operational level to the Executive board. Make sure best practices are defined and used at each level of the cascade. The IBS CRM (Customer Relationship Management) tool must be used to enable insight sharing: update on latest progress on major deployment services, major updates on new customer requests and customers feedbacks. The IBS data insights hub must be the single source of truth for all customer data related to IBS services (usage and penetration of services and service delivery, financial & value creation KPI's).

"                                             

Drive the implementation of the account management plan: Lead Executive Reviews: Plan, prepare, and lead executive reviews, ensuring effective governance and adherence to it, Represent IBS in front of the business, ensuring efficiency in operational governance and handling escalations. Drive Engagement and Service Adoption: Proactively engage with stakeholders and promote the adoption of the service catalogue. Coordinate Business Development Initiatives: Work on expanding services and developing business opportunities. In cases of major deployment of new services, drive the full transition methodology. Mobilize and drive the transition teams and project managers to onboard at scale new services within the network.                                             

Manage the Services Lifecycle process within NBS Centre: Contribute to the monthly governance to bring transparency on the inflow of FTE's linked to existing services deployment and new services pilots, consolidating and  progress tracking of all new and existing project, ensuring that all local data are reported corectly. Work in close colaboration with the E2E leads / other NBS Centers and contribute to the Service Placement strategy update on an annual basis. 

ARE YOU A FIT?

'- Knowledge of Project, Program and Portfolio Management

- Previous Sales or account management experience

- Change Management and Communications to effectively collaborate with cross-functional teams and motivate others to follow the Service Lifecycle Process and governance

- Strong problem-solving and critical-thinking skills to identify root causes and develop innovative solutions

- Familiarity with the IBS Centers or past shared service experience, understanding the operating model, to connect service excellence, service design and service delivery

- Proficiency in data analysis and the ability to use data-driven insights to report progress and identify necessary actions

- Ability to track and report progress towards objectives, escalating roadblockers or needs to the correct stakeholders, when applicable