Account Supervisor

Williams Lea

85d

About The Position

The Operations Supervisor is an independent leader, helping manage the day-to-day people, operations and client relationship within an account. 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. Create and distribute monthly invoice, ensuring it meets contractual requirements. 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.

Requirements

• Proven experience in operations management or a similar role.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to manage client relationships effectively.
• Experience with performance management and employee development.
• Knowledge of service level agreements and compliance requirements.
• Ability to lift up to 50 lbs. regularly.

Nice To Haves

• Experience in a client-facing role.
• Familiarity with workflow management systems.
• Background in business process improvement.
• Experience in a highly regulated environment.

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.
• Drive continuous improvement and keep client and manager informed of significant and potential issues.
• Resolve issues escalated by the client.
• Manage employee lifecycle of direct and indirect reports including interviewing, hiring, onboarding, training, and performance management.
• Ensure compliance with company and client policies, SLAs, and expected quality of work.
• Engage in regular communication with employees and hold team and individual meetings.
• Manage staffing and workflow volumes using workflow management systems.
• Create and distribute monthly invoices and present monthly Client Service Reviews.
• Solicit feedback from clients regularly.
• Foster cross-training and teamwork to optimize client service delivery.
• Educate clients on Williams Lea services and identify opportunities for account growth.
• Participate or lead due diligence and implementation for new business within client accounts.

What This Job Offers

• Number of Employees: 5,001-10,000 employees