The Account Manager is responsible for the overall management and delivery of services across assigned client accounts, ensuring operations align with client requirements, contractual obligations, quality standards, and financial objectives. Serving as the primary client contact, the role oversees end-to-end project delivery, including client engagement, scope management, compliance, recruitment, onboarding, payroll, consultant contract administration, reporting, and team supervision. The Account Manager proactively resolves issues, monitors performance, drives continuous improvement initiatives, and ensures high standards of service delivery that enhance client satisfaction, operational excellence, and CTG’s commercial interests.

Project Management

• Lead initial client engagements, clearly articulating CTG’s services and project scope as per contract terms and conditions.

• Ensure alignment between the scope of work, client expectations, and CTG’s service delivery, proactively managing and agreeing on any adjustments.

• Act as the focal point for clients, maintaining strong relationships and addressing concerns promptly to ensure satisfaction and smooth project execution.

• Take ownership of issue resolution, ensuring timely and effective solutions related to service delivery, consultant performance, or client concerns.

• Monitor financial performance, ensuring proper management of costs, revenue, and resource allocation to maintain project profitability.

• Ensure the timely and accurate delivery of monthly reports to clients, covering key metrics such as headcount, payroll, DSA amounts, consultant activities, and financial status.

• Contribute to financial forecasting and planning for ongoing and future projects.

Operations, Legal, and Compliance Management

• Oversee recruitment, onboarding, payroll, and contract issuance processes for CTG consultants, ensuring efficiency and compliance with CTG policies and legal frameworks.

• Ensure all operations related to the project comply with CTG policies, local labor laws, and client requirements, including adherence to deadlines, quality standards, and financial controls.

• Support the timely and compliant onboarding of international consultants per contractual requirements.

• Ensure the accurate and timely issuance of consultant contracts, ensuring compliance with CTG policies, local labor laws, and client agreements.

• Provide regular operational and financial updates to internal stakeholders, including the Country Operations Manager and Regional Director, regarding the status of client accounts, project delivery, and financial performance.

• Proactively implement measures to prevent mismanagement of resources, client expectations, or deliverables.

• Ensure strict compliance with CTG’s operational policies to mitigate legal and financial risks.

• Obtain necessary approvals for any deviations from CTG’s standard operating procedures to prevent legal or financial repercussions.

• Notify in-country management of any client-recommended deviations from CTG’s processes.

• Report any fraudulent activities or irregularities to in-country management immediately.

• Maintain professional and official communication channels to avoid disputes with clients.

Team Leadership and Management (when applicable)

• Lead and manage a team of Account Administrators, Account Team Leaders, and support staff, ensuring they are well-trained, motivated, and equipped to carry out their roles.

• Effectively delegate tasks, ensuring timely completion and adherence to established processes.

• Monitor the performance of team members, providing feedback, guidance, and mentorship to ensure high-quality delivery of services.

• Identify areas for development within the team and provide coaching, training, and professional growth opportunities.

• Uphold CTG’s ethical standards, ensuring all interpersonal interactions remain professional, culturally sensitive, and aligned with CTG’s core values.

• Foster a respectful and inclusive work environment that acknowledges diverse cultural values and beliefs.

• Promote CTG’s values in all aspects of team operations and client interactions.

Client Relationship and Communication

• Serve as the primary liaison for clients, maintaining long-term relationships and addressing any concerns or issues that arise.

• Ensure clear and transparent communication with clients to build trust and maintain satisfaction.

• Take ownership of any challenges that arise in client relationships, whether related to service delivery or internal operations, and ensure appropriate solutions are implemented swiftly.

• Ensure that client expectations are met without compromising operational efficiency or profitability.

Quality Management Responsibilities - Quality Assurance and Continuous Improvement:

• Ensure the consistent delivery of services in accordance with contractual obligations, company standards, and client expectations.

• Monitor service quality and client satisfaction through regular reviews, feedback sessions, and performance evaluations.

• Identify quality risks, service gaps, and areas for improvement, and implement corrective and preventive actions as required.

• Coordinate with operational and support teams to ensure compliance with established quality management processes and procedures.

• Track and report key performance indicators (KPIs), service level agreements (SLAs), and quality metrics to management and clients.

• Lead client issue resolution processes, ensuring timely investigation, root cause analysis, and implementation of sustainable solutions.

• Support continuous improvement initiatives aimed at enhancing service delivery efficiency, effectiveness, and customer satisfaction.

• Ensure all client-related documentation, records, and reports are maintained accurately and in accordance with company quality standards.

• Promote a culture of quality, accountability, and continuous improvement among internal stakeholders and service delivery teams.

• Participate in internal and external audits related to client accounts and support the implementation of audit recommendations.

• Ensure continuous follow-up and regular updates of all client trackers, including training records, performance reviews, and other tracking tools, in line with client requirements.

• Ensure the timely delivery of all client reports, maintaining a high level of accuracy and ensuring that all information is up to date

• Deliver CTG and UN training programs effectively and maintain accurate, comprehensive, and regularly updated training materials and matrices for all training activities conducted

This position reports to Country Operations Manager

-      Outstanding people management skills and very familiar with delegation, performance management, and providing feedback and guidance to team members.

-      Strong communication, problem-solving skills.

-      Financial acumen, ideally with experience managing budgets and financial reporting.

-      Proficiency in HR systems and Microsoft Office (Excel, Word, PowerPoint).

-      Strong attention to detail, especially in managing contracts, consultant data, and reporting.

-      Proactive and results-oriented.

-      Ability to work under pressure and manage multiple priorities simultaneously.

This position does not have team management responsibilities

Female candidates are encouraged to apply

Please note that this position is open to Libyan Nationals only