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 Details
Schedule:
Monday – Friday, 9:00am – 6:00pm Responsibilities
The Account Manager is an operations leader who communicates a vision for how Williams Lea best serves our clients across single or multiple service offerings, and empowers 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. People Leadership
– develop a highly functioning client team and manage the full employee lifecycle of direct and indirect reports, including 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 reports understand and comply with company and client policies, SLAs, and expected quality of work, utilizing corrective action when necessary. Engage in regular communication with employees and hold team/1:1 meetings to discuss performance, progress against goals, and development. Foster cross-training and teamwork to optimize client service delivery. Operational Leadership
– ensure the 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 strong 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; use Engage output for client reporting and to manage team, workflow, quality, and performance. Drive continuous improvement; keep clients and managers informed of issues and proposed solutions; resolve issues escalated by the client; manage staffing and workflow volumes using the workflow management system to justify headcount and allocate resources by shift or service line. Financial and Contractual Management
– review monthly P&L and coordinate with the financial analyst; review labor allocations and manage overtime to avoid non-billable charges; create and distribute monthly invoices meeting contractual requirements; participate in the budget process and ensure operational processes align with timelines and budgets. Customer & Account Leadership
– manage client relationships to maintain high customer satisfaction; create and present monthly Client Service Reviews (CSR); solicit client feedback regularly; educate clients on Williams Lea services and opportunities to add value; identify opportunities for account growth and service expansion, escalating those as appropriate. Other
– participate in due diligence and implementation for new business within client accounts; participate on other or new client accounts; adhere to Williams Lea policies and client site policies. Qualifications
Bachelor’s degree or equivalent experience required Over 5 years’ experience in a customer service–oriented environment with proven leadership and people management Track record of implementing solutions that improve client, service, or contract performance Excellent client service skills and a service-minded approach Proven experience delivering and managing complex or multi-service solutions Minimum of two years’ financial management experience; understanding of how day-to-day and strategic decisions impact P&L; ability to make independent financial decisions Minimum of two years’ people management experience supporting the employee lifecycle; experience with manager self-service systems and centralized HR functions Ability to foster a team culture of high performance and continuous improvement focused on client satisfaction Strong organizational skills and attention to detail; ability to meet deadlines Ability to handle sensitive and confidential information; make independent decisions aligned with business needs and policy Effective interaction with multi-functional and diverse backgrounds; ability to work in a fast-paced environment; self-motivation with a positive can-do attitude Intermediate to expert level Microsoft Office skills Additional Information
RRD\'s current salary range for this role is $78,500 to $124,000 per year. Salaries may vary by geographic location and other factors. In addition to base salary, total compensation may include bonuses, commissions, or incentive programs. RRD offers benefits including medical, dental, vision, paid time off, disability insurance, 401(k) with company match, life insurance, parental leave, adoption assistance, tuition assistance, and discounts. All information will be kept confidential according to EEO guidelines. Williams Lea is an equal employment opportunity employer and prohibits discrimination or harassment on the basis of race, color, creed, religion, national origin, age, sex, sexual orientation, gender identity or expression, marital status, disability, veteran status, or other legally protected status. Williams Lea maintains a drug-free workplace and conducts pre-employment substance abuse testing. All employment offers are contingent upon successful completion of a pre-employment background and drug screen. All offers are subject to applicable laws and regulations.
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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 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 Details
Schedule:
Monday – Friday, 9:00am – 6:00pm Responsibilities
The Account Manager is an operations leader who communicates a vision for how Williams Lea best serves our clients across single or multiple service offerings, and empowers 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. People Leadership
– develop a highly functioning client team and manage the full employee lifecycle of direct and indirect reports, including 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 reports understand and comply with company and client policies, SLAs, and expected quality of work, utilizing corrective action when necessary. Engage in regular communication with employees and hold team/1:1 meetings to discuss performance, progress against goals, and development. Foster cross-training and teamwork to optimize client service delivery. Operational Leadership
– ensure the 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 strong 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; use Engage output for client reporting and to manage team, workflow, quality, and performance. Drive continuous improvement; keep clients and managers informed of issues and proposed solutions; resolve issues escalated by the client; manage staffing and workflow volumes using the workflow management system to justify headcount and allocate resources by shift or service line. Financial and Contractual Management
– review monthly P&L and coordinate with the financial analyst; review labor allocations and manage overtime to avoid non-billable charges; create and distribute monthly invoices meeting contractual requirements; participate in the budget process and ensure operational processes align with timelines and budgets. Customer & Account Leadership
– manage client relationships to maintain high customer satisfaction; create and present monthly Client Service Reviews (CSR); solicit client feedback regularly; educate clients on Williams Lea services and opportunities to add value; identify opportunities for account growth and service expansion, escalating those as appropriate. Other
– participate in due diligence and implementation for new business within client accounts; participate on other or new client accounts; adhere to Williams Lea policies and client site policies. Qualifications
Bachelor’s degree or equivalent experience required Over 5 years’ experience in a customer service–oriented environment with proven leadership and people management Track record of implementing solutions that improve client, service, or contract performance Excellent client service skills and a service-minded approach Proven experience delivering and managing complex or multi-service solutions Minimum of two years’ financial management experience; understanding of how day-to-day and strategic decisions impact P&L; ability to make independent financial decisions Minimum of two years’ people management experience supporting the employee lifecycle; experience with manager self-service systems and centralized HR functions Ability to foster a team culture of high performance and continuous improvement focused on client satisfaction Strong organizational skills and attention to detail; ability to meet deadlines Ability to handle sensitive and confidential information; make independent decisions aligned with business needs and policy Effective interaction with multi-functional and diverse backgrounds; ability to work in a fast-paced environment; self-motivation with a positive can-do attitude Intermediate to expert level Microsoft Office skills Additional Information
RRD\'s current salary range for this role is $78,500 to $124,000 per year. Salaries may vary by geographic location and other factors. In addition to base salary, total compensation may include bonuses, commissions, or incentive programs. RRD offers benefits including medical, dental, vision, paid time off, disability insurance, 401(k) with company match, life insurance, parental leave, adoption assistance, tuition assistance, and discounts. All information will be kept confidential according to EEO guidelines. Williams Lea is an equal employment opportunity employer and prohibits discrimination or harassment on the basis of race, color, creed, religion, national origin, age, sex, sexual orientation, gender identity or expression, marital status, disability, veteran status, or other legally protected status. Williams Lea maintains a drug-free workplace and conducts pre-employment substance abuse testing. All employment offers are contingent upon successful completion of a pre-employment background and drug screen. All offers are subject to applicable laws and regulations.
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