Company culture :

Job :

Join ADM VALUE, a subsidiary of the TESSI Group, a major player in international customer relations. To strengthen our expertise in the French market, we are looking for an Account Manager based in Rabat to manage a new strategic contract with a leading insurer. At our production site, your role will be to ensure the operational success and profitability of a complete setup including telesales, contract management, and retention.

The goal is to ensure operational excellence and the profitability of the account while maintaining high-level governance. You will be the main point of contact between our teams and the client, with a strategic vision focused on performance, innovation, and optimizing customer journeys.

Your main responsibilities

Manage the contract launch

• Lead the launch project: team recruitment, job training, tool setup, testing, and ramp-up.
• Ensure regulatory requirements are met: IAS certification for telemarketers, duty of care, DDA compliance, GDPR, and telephone marketing regulations.

Ensure operational performance

• Meet contractual commitments: SLAs, quality, conversion rates, processing times.
• Manage daily operations: production reports, WFM planning, lean processes, action plans.
• Optimize productivity for each activity: telesales, contract management, customer service, retention.

Manage the account's P&L

• Build and manage the budget: revenue, profit margin, production costs.
• Control profitability drivers: occupancy rate, absenteeism, attrition, activity mix.

Manage dedicated teams

• Supervise and develop activity managers, in coordination with site directors.
• Oversee training and skills development in insurance with the Quality & Training department.

Maintain client relations and steering committees

• Be the main contact for the client, from operational teams to management.
• Prepare and lead committees (operational, steering, cost management), handle escalations and alerts.
• Contribute to contract renewal and expansion through optimization recommendations.

Required profile :

The ideal candidate has a Master's degree (business school, insurance, or management). An IAS level 1 certification or equivalent is a significant asset for understanding the insurance framework.

A minimum of 10 years of experience is required, including at least 5 years in account or activity management within a contact center or insurance company. Proven experience in production management in an offshore/nearshore environment in Morocco is essential, as is experience in personal insurance (car, motorcycle, home).

Technical expertise and management skills are key:

• Business expertise: thorough knowledge of property and casualty insurance products and subscription processes.
• Financial management: ability to manage a P&L, budgets, and complex pricing models.
• Analytical skills: expertise in WFM, production indicators, and lean management tools.
• Interpersonal skills: natural leadership, negotiation skills, and political acumen for managing client escalations.
• Innovation vision: strong interest in digitalization and the application of AI to customer relations.

If you want to take on this challenge and advance your career in a stimulating environment, please use the button "Send my CV to the recruiter" to apply now.