Overview
Williams Lea by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries.
We’re a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we’re the behind-the-scenes team making everything run smoothly.
Job Description The
Account Manager
is an operations leader who will communicate a vision for how Williams Lea best serves our clients across single or multiple service offerings, and who empowers and enables their team to bring that vision to life. The role focuses on executing service delivery, delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team growth and development.
The Experience
Over 5 years’ experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment
Demonstrated record implementing solutions that have permanently resolved poor contract performance or difficult situations
Excellent client service skills with a service-minded approach towards the client
Proven experience in the delivery and management of complex multi-service solutions for clients
Minimum of two years of successful financial management; understanding of how day-to-day and strategic decisions impact P&L
Manage staff allocation through optimized scheduling and cross-training and through fostering a strong sense of teamwork
The Package RRD's current salary range for this role is $62,000 / year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.
Work Schedule Shift:
M-F, 8am to 5pm (will require flexibility)
The Role and Responsibilities
Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
Manage relationships with clients by ensuring a high level of customer satisfaction
Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client
Responsible for employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management
Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary
Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development
Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly
Review monthly P&L and submit necessary changes to financial analyst
Review all labor allocations; manage over-time and time-off to avoid non-billable charges
Create and distribute monthly invoice, ensuring it meets contractual requirements
Participate in the budget process; ensure all operational processes are managed to timeline and budget
Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making
Solicit feedback from clients (client outreach) regularly
Foster cross-training and a sense of team work to optimize client service delivery
Educate clients regarding Williams Lea services already providing and those available through strong sense of the client’s business and the impact our services may have on their success
Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – escalate opportunities to manager
Participate or lead due diligence, implementation (people, process, technology) for new business within client account; participate as needed on other new client accounts
Be able to lift up-to 50 lbs. on a regular basis
Adhere to Williams Lea policies in addition to client site policies
Additional Information Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing. #GOC #WLNAT All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen. RR D is an Equal Opportunity Employer, including disability/veterans. It will not discriminate because of age, disability, gender identity or expression, marital or domestic/civil partnership status, pregnancy, race, religion, sex or sexual orientation.
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We’re a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we’re the behind-the-scenes team making everything run smoothly.
Job Description The
Account Manager
is an operations leader who will communicate a vision for how Williams Lea best serves our clients across single or multiple service offerings, and who empowers and enables their team to bring that vision to life. The role focuses on executing service delivery, delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team growth and development.
The Experience
Over 5 years’ experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment
Demonstrated record implementing solutions that have permanently resolved poor contract performance or difficult situations
Excellent client service skills with a service-minded approach towards the client
Proven experience in the delivery and management of complex multi-service solutions for clients
Minimum of two years of successful financial management; understanding of how day-to-day and strategic decisions impact P&L
Manage staff allocation through optimized scheduling and cross-training and through fostering a strong sense of teamwork
The Package RRD's current salary range for this role is $62,000 / year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.
Work Schedule Shift:
M-F, 8am to 5pm (will require flexibility)
The Role and Responsibilities
Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
Manage relationships with clients by ensuring a high level of customer satisfaction
Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client
Responsible for employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management
Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary
Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development
Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly
Review monthly P&L and submit necessary changes to financial analyst
Review all labor allocations; manage over-time and time-off to avoid non-billable charges
Create and distribute monthly invoice, ensuring it meets contractual requirements
Participate in the budget process; ensure all operational processes are managed to timeline and budget
Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making
Solicit feedback from clients (client outreach) regularly
Foster cross-training and a sense of team work to optimize client service delivery
Educate clients regarding Williams Lea services already providing and those available through strong sense of the client’s business and the impact our services may have on their success
Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – escalate opportunities to manager
Participate or lead due diligence, implementation (people, process, technology) for new business within client account; participate as needed on other new client accounts
Be able to lift up-to 50 lbs. on a regular basis
Adhere to Williams Lea policies in addition to client site policies
Additional Information Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing. #GOC #WLNAT All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen. RR D is an Equal Opportunity Employer, including disability/veterans. It will not discriminate because of age, disability, gender identity or expression, marital or domestic/civil partnership status, pregnancy, race, religion, sex or sexual orientation.
#J-18808-Ljbffr