Cluster Account Manager

Company Description

About The Role

Client & Account Management

• Act as the primary liaison between the client and operational teams across the assigned cluster.
• Build, maintain, and strengthen long-term client relationships through proactive engagement and exceptional service delivery.
• Manage client expectations, address escalations, and ensure timely resolution of operational issues.
• Lead business reviews, performance meetings, and operational discussions with stakeholders.
• Ensure all contractual commitments, KPIs, and SLAs are achieved.

Operations Management

• Oversee daily operations across multiple sites within the assigned cluster.
• Drive operational efficiency, service excellence, and continuous improvement initiatives.
• Monitor performance metrics and implement corrective actions where necessary.
• Coordinate emergency response activities and provide operational support outside standard business hours when required.
• Ensure all site procedures, operational documentation, and contingency plans remain current and effective.

Team Leadership & Workforce Management

• Lead recruitment, onboarding, training, coaching, and development of personnel.
• Conduct performance reviews and support employee engagement and retention initiatives.
• Manage staffing plans to ensure adequate coverage across all sites.
• Promote a culture of accountability, professionalism, and customer-focused service.
• Maintain accurate personnel records, certifications, training records, and compliance documentation.

Compliance & Reporting

• Ensure compliance with company policies, contractual obligations, and regulatory requirements.
• Review operational reports, incidents, audits, and performance data to identify improvement opportunities.
• Track corrective actions and ensure timely closure of operational issues.
• Prepare and present management reports, business reviews, and performance updates.
• Manage inventory, uniforms, equipment, and operational assets across the cluster.

Qualifications

• Saudi National (Required).
• Bachelor’s degree in Business Administration, Operations Management, Security Management, or a related field.
• Minimum 5 years of experience in account management, operations management, security services, facilities management, or a similar multi-site leadership role.
• Proven experience managing client relationships and service delivery contracts.
• Strong leadership skills with experience managing large teams across multiple locations.
• Excellent communication, stakeholder management, and problem-solving abilities.
• Strong analytical and reporting capabilities.
• Valid Saudi driving license and willingness to travel within Riyadh and other locations as required.

Preferred Skills

• Experience managing large-scale multi-site operations.
• Strong understanding of contract management, KPIs, SLAs, and compliance requirements.
• Excellent organizational, planning, and project management skills.
• Proficiency in Microsoft Office and reporting systems.
• Saudi Nationals Only.
• Candidates must be based in Saudi Arabia and eligible to work in Riyadh.