Administrative Services/Expense Supervisor

RR Donnelley•Columbus, OH

1d•Hybrid

About The Position

This role is located in Columbus, OH. Will be hybrid after training. Job duties ( denotes an “essential function”) Supervise the team’s day-to-day work assignments in administrative services, including, but not limited to, answering phone lines, providing customer service, supporting specialized projects using established procedures, standards, and formats to edit, proof, convert, create, transcribe or otherwise complete document production requests and data entry for expenses/time/invoices and other areas as needed; includes supervision of projects and ad hoc requests to ensure efficient, accurate completion within deadlines Ensure quality service delivery through standard operating procedures, alignment with account plan, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance Respond to customer inquiries in a timely and professional manner; 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 to ensure a high level of customer satisfaction Responsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, development planning for key roles, and off-boarding management Ensure team member compliance with company and client policies, service level agreements (SLAs) and expected quality of work, utilize corrective action when necessary Enable team members to perform through setting goals and objectives, identifying priorities, and providing regular and consistent communication using ongoing performance feedback, individual and group meetings Supervise staffing and workflow volumes; use workflow management system to effectively utilize headcount based on work volumes and allocate staffing resources by shift or service line accordingly Execute required administrative reports, activities, processes related to the people and/or production both on time and in accordance with appropriate standards of operation Interacts with clients over the phone, via video or electronically. Support manager with P&L activities; understand impact of overtime and time-off to avoid non-billable charges May support materials included in monthly Client Service Review (CSR) or Quarterly Business Reviews (QBRs) Have a strong knowledge of the client’s businesses and the impact of our services Foster cross-training and a sense of team work to optimize client service delivery May train more junior staff members, as needed Adheres to Williams Lea policies in addition to client site policies. Uses equipment and supplies in a cost-efficient manner.

Requirements

Bachelor’s degree or equivalent experience required
(2) years of supervisory experience strongly preferred. Minimum of 1 year supervisory or leadership experience required.
Minimum (4) years or more of administrative support experience in a professional organization, preferably in the legal or banking industry; or experience performing administrative duties for a Williams Lea client operation for a minimum of (3) years or more.
Advanced skills in the use MS Office software (Word, Excel, PowerPoint); strong keyboarding and typing skills
Familiar with other software programs for providing administrative support
Strong attention to detail; ability to work on multiple projects simultaneously
Ability to work in a fast-paced, environment while meeting deadlines and completing all projects in a timely manner
Ability to handle sensitive and/or confidential documents and information
Ability to make independent decisions that conform to business needs and policy
Ability to troubleshoot complex or advanced tasks or concerns independently
Ability to discern when a problem or issue requires escalation to the supervisory level
Ability to maintain professional composure when working with immediate deadlines
Ability to work both independently and collaboratively as part of a team
Extensive experience in business terminology, document production formats; skill and efficiency in use of reference resources
Attention to detail with emphasis on accuracy and quality; able to coordinate across the team and work on multiple projects simultaneously while ensuring quality results
Excellent verbal and written communication and interpersonal skills necessary to communicate questions and/or suggestions to client and other team members in a professional and customer service-oriented manner
Good judgment and organizational skills with sound decision-making ability and solutions-oriented approach with the ability to ask for and follow directions
Ability to work both independently and collaboratively as part of a team; self-motivated to ensure own production
Proficient in the use of equipment/technology/software and hardware necessary to perform job functions
Self-motivated with a positive attitude
Proven customer service skills required to create, maintain and enhance customer relationships

Responsibilities

Supervise the team’s day-to-day work assignments in administrative services, including, but not limited to, answering phone lines, providing customer service, supporting specialized projects using established procedures, standards, and formats to edit, proof, convert, create, transcribe or otherwise complete document production requests and data entry for expenses/time/invoices and other areas as needed; includes supervision of projects and ad hoc requests to ensure efficient, accurate completion within deadlines
Ensure quality service delivery through standard operating procedures, alignment with account plan, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
Respond to customer inquiries in a timely and professional manner; 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 to ensure a high level of customer satisfaction
Responsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, development planning for key roles, and off-boarding management
Ensure team member compliance with company and client policies, service level agreements (SLAs) and expected quality of work, utilize corrective action when necessary
Enable team members to perform through setting goals and objectives, identifying priorities, and providing regular and consistent communication using ongoing performance feedback, individual and group meetings
Supervise staffing and workflow volumes; use workflow management system to effectively utilize headcount based on work volumes and allocate staffing resources by shift or service line accordingly
Execute required administrative reports, activities, processes related to the people and/or production both on time and in accordance with appropriate standards of operation
Interacts with clients over the phone, via video or electronically.
Support manager with P&L activities; understand impact of overtime and time-off to avoid non-billable charges
May support materials included in monthly Client Service Review (CSR) or Quarterly Business Reviews (QBRs)
Have a strong knowledge of the client’s businesses and the impact of our services
Foster cross-training and a sense of team work to optimize client service delivery
May train more junior staff members, as needed
Adheres to Williams Lea policies in addition to client site policies.
Uses equipment and supplies in a cost-efficient manner.

Benefits

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.

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