Manage all aspects of the operations and support for Major Accounts, including Account Management, Help Desk, Manual Services and Projects nationally.Including but not limited to Develop and maintain ongoing relationships with key internal and external stakeholders  Seek and take appropriate actions on client feedback; resolving difficult issues in a timely and professional manner; taking responsibility for client satisfaction and loyalty Manage all aspects of client Implementation including meeting with all key stakeholders to address requirements nationally   Drive increased usage and up sell of products and promote sales objectives Achieve sales and organizational goals by providing industry and client feedback to develop new products and services  Strategic planning and implementation to drive efficiencies and meet market needs  Support GM in contract negotiations and terms and agreed processes  Maintain all SLA's and ensure all KPI's are met  All on boarding, performance management and development of staff.

 Escalation point for client enquiries  Track and monitor calls to ensure KPIs are being met  Work closely with key stakeholders to build and maintain relationships  Ensure a high level of customer service is maintained at all times  Customer relations and satisfactionKey projects Developed and introduced new Helpdesk structure including migration of receptionist into Helpdesk team and establish hybrid helpdesk/reception to better met clients’ needs.

 Day to day supervision of staff  Daily monitoring of processing systems  Ensure daily/weekly timeframes and SLA’s are met  Maintain related documentation  Liaising with clients, various Councils and Government authorities Training and performance management of staff Authorisation of provider invoices.Key projectsImplement property enquiry services for ACT and QLD (Qld project included setting up state based team)