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 administrative support, document production, presentation design, and marketing and communications services to leading companies, 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. Responsibilities
Oversee contracted operation(s) to ensure the needs of the contract and client are met while addressing the needs of employees People Leadership – develop a highly functioning client team; manage full employee lifecycle for direct and indirect reports (interviewing and hiring; onboarding; on-the-job training; professional development; performance management including reviews and goal setting; talent management including succession planning; off-boarding) Ensure direct and indirect reports understand and comply with company and client policies, SLAs, and expected quality of work; utilize corrective action when necessary Engage in regular and consistent communication with employees; hold regular team meetings and 1:1s to discuss expectations, performance, progress against goals and development Foster cross-training and a sense of teamwork to optimize client service delivery Operational Leadership – ensure account meets or exceeds client expectations Establish, execute, and sustain quality service delivery through SOPs, account planning, and achieving metrics and goals to ensure client satisfaction and employee performance Ensure Engage is implemented and utilized by the team according to best practices; understand how Engage operates, the data it requires and generates Utilize Engage output for client reporting at an expert level and use data to manage team, workflow, quality and performance Drive continuous improvement; keep client and manager informed of issues and proposed solutions; resolve issues escalated by the client timely Manage staffing and workflow volumes; justify headcount based on work volumes and allocate staffing resources by shift or service line Financial and Contractual Management
Review monthly P&L and submit necessary changes to the financial analyst Review all labor allocations; manage overtime and time-off to avoid non-billable charges Create and distribute monthly invoices, ensuring they meet contractual requirements Participate in the budget process; ensure all operational processes are managed to timeline and budget Customer & Account Leadership
Manage relationships with clients by ensuring a high level of customer satisfaction Create and present monthly Client Service Review (CSR); discuss data and ideas for process improvement and client benefits Solicit feedback from clients regularly Educate clients on Williams Lea services provided and available, aligned to the client’s business impact Identify opportunities for account growth and new services; communicate opportunities to management Other
Participate or lead due diligence and implementation for new business within client accounts; participate on other or new client accounts Adhere to Williams Lea policies as well as client site policies Qualifications
A Bachelor’s degree or equivalent experience Over 5 years’ experience and a proven track record as a leader and manager in a customer service environment Demonstrated ability to implement solutions that improve client, service or contract performance Excellent client service skills with a service-minded approach Proven experience delivering and managing complex or multi-service solutions for clients Minimum of two years of financial management experience; understanding of day-to-day and strategic decisions affecting P&L Able to make independent financial decisions within scope of responsibility Minimum of two years people management experience covering onboarding to offboarding; experience with HR functions and manager self-service systems Able to foster a high-performance, continuous-improvement team culture focused on client satisfaction Attention to detail and strong organizational skills; able to meet deadlines Able to handle sensitive/confidential documents and information Able to interact effectively with multi-functional and diverse backgrounds; able to work in a fast-paced environment Self-motivated with a positive, can-do attitude Intermediate to expert Microsoft Office skills Additional Information
RRD’s current salary range for this role is $84,100 to $134,600 per year. The range may vary by geographic location and may change in the future. Total compensation may include bonus, commission, or incentive programs depending on role. Benefits include medical, dental, vision, paid time off, disability insurance, 401(k) with company match, life insurance, and other voluntary coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts. All your information will be kept confidential according to EEO guidelines. Williams Lea is an equal opportunity employer and ensures equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, gender identity or expression, disability, veteran status, or any other protected basis. Williams Lea is a drug-free workplace and conducts pre-employment substance abuse testing. All employment offers are contingent upon the successful completion of a pre-employment background check and drug screen. RRDis an Equal Opportunity Employer, including disability/veterans.
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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 administrative support, document production, presentation design, and marketing and communications services to leading companies, 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. Responsibilities
Oversee contracted operation(s) to ensure the needs of the contract and client are met while addressing the needs of employees People Leadership – develop a highly functioning client team; manage full employee lifecycle for direct and indirect reports (interviewing and hiring; onboarding; on-the-job training; professional development; performance management including reviews and goal setting; talent management including succession planning; off-boarding) Ensure direct and indirect reports understand and comply with company and client policies, SLAs, and expected quality of work; utilize corrective action when necessary Engage in regular and consistent communication with employees; hold regular team meetings and 1:1s to discuss expectations, performance, progress against goals and development Foster cross-training and a sense of teamwork to optimize client service delivery Operational Leadership – ensure account meets or exceeds client expectations Establish, execute, and sustain quality service delivery through SOPs, account planning, and achieving metrics and goals to ensure client satisfaction and employee performance Ensure Engage is implemented and utilized by the team according to best practices; understand how Engage operates, the data it requires and generates Utilize Engage output for client reporting at an expert level and use data to manage team, workflow, quality and performance Drive continuous improvement; keep client and manager informed of issues and proposed solutions; resolve issues escalated by the client timely Manage staffing and workflow volumes; justify headcount based on work volumes and allocate staffing resources by shift or service line Financial and Contractual Management
Review monthly P&L and submit necessary changes to the financial analyst Review all labor allocations; manage overtime and time-off to avoid non-billable charges Create and distribute monthly invoices, ensuring they meet contractual requirements Participate in the budget process; ensure all operational processes are managed to timeline and budget Customer & Account Leadership
Manage relationships with clients by ensuring a high level of customer satisfaction Create and present monthly Client Service Review (CSR); discuss data and ideas for process improvement and client benefits Solicit feedback from clients regularly Educate clients on Williams Lea services provided and available, aligned to the client’s business impact Identify opportunities for account growth and new services; communicate opportunities to management Other
Participate or lead due diligence and implementation for new business within client accounts; participate on other or new client accounts Adhere to Williams Lea policies as well as client site policies Qualifications
A Bachelor’s degree or equivalent experience Over 5 years’ experience and a proven track record as a leader and manager in a customer service environment Demonstrated ability to implement solutions that improve client, service or contract performance Excellent client service skills with a service-minded approach Proven experience delivering and managing complex or multi-service solutions for clients Minimum of two years of financial management experience; understanding of day-to-day and strategic decisions affecting P&L Able to make independent financial decisions within scope of responsibility Minimum of two years people management experience covering onboarding to offboarding; experience with HR functions and manager self-service systems Able to foster a high-performance, continuous-improvement team culture focused on client satisfaction Attention to detail and strong organizational skills; able to meet deadlines Able to handle sensitive/confidential documents and information Able to interact effectively with multi-functional and diverse backgrounds; able to work in a fast-paced environment Self-motivated with a positive, can-do attitude Intermediate to expert Microsoft Office skills Additional Information
RRD’s current salary range for this role is $84,100 to $134,600 per year. The range may vary by geographic location and may change in the future. Total compensation may include bonus, commission, or incentive programs depending on role. Benefits include medical, dental, vision, paid time off, disability insurance, 401(k) with company match, life insurance, and other voluntary coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts. All your information will be kept confidential according to EEO guidelines. Williams Lea is an equal opportunity employer and ensures equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, gender identity or expression, disability, veteran status, or any other protected basis. Williams Lea is a drug-free workplace and conducts pre-employment substance abuse testing. All employment offers are contingent upon the successful completion of a pre-employment background check and drug screen. RRDis an Equal Opportunity Employer, including disability/veterans.
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