Program Manager Supervisor

Player and coach over seeing colleagues in assigned building.

To act as the key liaison between our National Account Customers, (Rentokil/Steritech/Ambius) field operations and our subcontractors. National Account Program Managers partner with other positions within the Program Management organization (Associates, Implementation Managers, and Supervisors) to ensure all administrative and operational tasks associated with assigned accounts are completed in accordance with contractual obligations.

Prepares and updates processes, completes reports & analysis, drives corrective action plans, and fosters a professional and positive working relationship with assigned National Account customers and internal colleagues. 

This position is directly responsible for managing customers AR performance, (Rentokil/Steritech/Ambius) performance against customers KPIs, and other metrics as assigned

JOB REQUIREMENTS

Must have and express a sense of urgency when dealing with client and partner concerns ; Must have strong organizational skills; Must have excellent verbal and written communication abilities; Must be computer literate and able to utilize our operating systems (WDS, Microsoft NAV, iCABS, iRIS, and PNOL), and Microsoft Office (Word, Excel, Access, Outlook and Windows 2007); Must have a college degree and/or similar work experience; 3 years in customer service, administrative, or operational roles preferred; 1 year of supervision experience preferred

PERSONAL REQUIREMENTS:

Delivers Results; Organizes and prioritizes tasks in an effective and efficient manner ; Handles multiple tasks and meets deadlines ;Conveys a sense of urgency to internal colleagues and partners ; regarding issues and concerns with National Account customers; Initiates changes to improve the efficiency and effectiveness of processes.

1. Act Commercially:
   1. Interprets the reports provided by the customer, Strategic Account Manager, and other colleagues to address issues with the customers in a timely and efficient manner.
   2. Extracts information from conversations with internal and external customers and uses such information in decision making and risk assumption.
2. Display Leadership:
   1. Is able to work independently but knows when to involve others in the organization on customer related and partner issues.
   2. Is dependable and sets the standard for a high level of performance.
   3. Holds others to high standards
   4. Coaches and develops colleagues
3. Works with Others:
   1. Displays genuine interest, excitement and eagerness toward career, company and customers.
   2. Maintains open lines of communications with customers, colleagues and Rentokil Service Partners.
   3. Updates colleagues and customers on the status of paperwork/reports.
   4. Acts with consideration of the feelings and thoughts of customers, colleagues and Rentokil Service Partners.
4. Manage Self:
   1. Is a self-starter. Takes action to achieve goals beyond minimum expectations.
   2. Maintains enthusiasm and confidence through periods of intensive effort and/or change.
   3. Operates within the character of our company and division 

 TRAINING REQUIREMENTS:

Will work with existing individuals from National Accounts Program Management and Strategic Account Manager to transition responsibilities. May be requested to attend off site training as directed by the Manager of National Accounts Program Management

ESSENTIAL JOB FUNCTIONS

Responsible for the administrative management of new and/or existing National Accounts to ensure retention of customers through world class customer service.

                                         Supervision

Runs daily huddle and weekly team meeting, Conducts regular 1 on 1 with direct reports. Keeps team motivated. Provides recommendations for improved department functions to Manager, National Accounts Program Management. Coaches and develops direct reports, preparing them for advancement. Oversee training of new colleague

                                     Account Management

1. Communication regarding assigned accounts to (Rentokil/Steritech/Ambius) field and our subcontractors
2. Management of (Rentokil/Steritech/Ambius) field and subcontractors performance
3. Owns, documents and improves processes related to assigned customers
4. Escalates customers issues to appropriate level within the company as needed
5. Resolves customers pain points with our company
6. Performs functional, associate level tasks as needed for overflow
7. Completes reports and analysis as requested by Strategic Account Manager, Manager of National Accounts Program Management, and others
8. Proactively looks for failure/potential failure, correcting them before the customers notices

                                              Primarily work in an office environment:

Work schedule may be 40+ hours per week and may include working on Saturday’s as needed. Program Managers will be required to attend Rentokil Corporate, meetings as detailed. Program Managers will be required to attend, and travel to, customer Business Reviews