Note: The job is a remote job and is open to candidates in USA. RRD is a company that provides marketing, packaging, print, and business services to respected brands. They are seeking a Senior Account Manager in Legal Services to oversee operations, ensure client satisfaction, and lead a team while driving continuous improvement initiatives.
Responsibilities
- *Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
- *People Leadership – develop a highly functioning client team
- *Responsible for full 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
- *Foster cross-training and a sense of team work to optimize client service delivery
- *Operational Leadership – ensure account meet or exceed client expectations
- *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
- *Ensure Engage is implemented and utilized by 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 individual 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; timely resolve issues escalated by the client
- *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
- *Financial and Contractual Management
- *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
- *Customer & Account Leadership –
- *Manage relationships with clients by ensuring a high level of customer satisfaction
- *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
- *Educate clients on Williams Lea services already provided 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
- *Other
- *Participate or lead due diligence, implementation (people, process, technology) for new business within own client account(s); participate on other or new client accounts
- *Adhere to Williams Lea policies in addition to client site policies
Skills
- A Bachelor's degree or equivalent experience is required
- Over 6 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 resolved poor client, service or contract performance or difficult situations, or have improved or sustained satisfactory contract performance
- Excellent client service skills with a service-minded approach toward the client
- Proven experience in the delivery and management of complex or multi-service solutions for clients
- Minimum of four years of successful financial management; demonstrated record of managing day-to-day and strategic decisions that impact P&L
- Able to make independent financial decisions for scope of responsibility
- Minimum of four years people management experience supporting employee lifecycle from onboarding to offboarding; use of manager self-service systems and experience with centralized HR functions
- Able to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfaction
- Attention to detail with demonstrated organizational skills
- Must be able to meet deadlines and complete all projects in a timely manner
- Able to handle sensitive and/or confidential documents and information
- Able to make independent decisions that conform to business needs and policy
- Must be able to interact effectively with multi-functional and diverse backgrounds
- Able to work in a fast-paced environment
- Must be self-motivated with positive can-do attitude
- Intermediate to expert level Microsoft Office skillset
Benefits
- A sign-on bonus
- Overtime
- Shift differential
- Call-in
- Stand-by pay
- Medical, dental, and vision coverage
- Paid time off
- Disability insurance
- 401(k) with company match
- Life insurance and other voluntary supplemental insurance coverages
- Parental leave
- Adoption assistance
- Tuition assistance
- Employer/partner discounts
Company Overview