Hospitality/Office Services Supervisor - Mon-Fri - 7:30am-4:30 pm

Williams Lea • Santa Monica, CA

43d • $68,640 - $70,000 • Onsite

About The Position

Williams Lea is hiring for a Hospitality/Office Services Supervisor for our Santa Monica office to work Monday to Friday, 7:30 am to 4:30 pm! Pay:$68,640- $70,000/salary Benefits: Various health insurance options & wellness plans (Medical, Dental, Vision, Prescription Drug) 401k Retirement Savings Plan Including Employer Match Paid Time Off (PTO) Life Insurance Paid Parental Leave Short-term & Long-term Disability Healthcare & Dependent Care Flexible Spending Accounts Domestic Partner Coverage Commuter Benefits Legal Assistance Employee Assistance Program (EAP) Additional Employee Perks and Discounts Job Duties: 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 Job Qualifications : Bachelor's degree or equivalent experience 3 or more years' proven experience in a customer service environment, legal or financial services industries preferred 3 or more years' experience in office support including a combination of administrative, facilities, hospitality, reception, reprographics and mailroom Understanding of USPS regulations Understanding of reprographics equipment and usage Intermediate Microsoft Office Word and Excel skills Basic Microsoft PowerPoint skills Prior experience managing vendors preferred Basic P&L understanding a plus Demonstrated experience prioritizing competing priorities under tight deadlines Exceptional communication skills, both written and verbal Good attention to detail Who we are: In a rapidly changing world, the ability to innovate and break new ground drives progress. Williams Lea has harnessed this ability for more than 200 years. Our 5,200+ talented employees worldwide are experts in delivering efficient business processes in complex and highly regulated environments. We're always progressing. Connecting technology with expertise and strong processes to transform support services. As we enter our third century, we continue helping businesses thrive in a future driven by digitization and virtualization. It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity of expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing. #piq

Requirements

• Bachelor's degree or equivalent experience
• 3 or more years' proven experience in a customer service environment, legal or financial services industries preferred
• 3 or more years' experience in office support including a combination of administrative, facilities, hospitality, reception, reprographics and mailroom
• Understanding of USPS regulations
• Understanding of reprographics equipment and usage
• Intermediate Microsoft Office Word and Excel skills
• Basic Microsoft PowerPoint skills
• Prior experience managing vendors preferred
• Basic P&L understanding a plus
• Demonstrated experience prioritizing competing priorities under tight deadlines
• Exceptional communication skills, both written and verbal
• Good attention to detail

Nice To Haves

• Prior experience managing vendors preferred
• Basic P&L understanding a plus

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 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

Benefits

• Various health insurance options & wellness plans (Medical, Dental, Vision, Prescription Drug)
• 401k Retirement Savings Plan Including Employer Match
• Paid Time Off (PTO)
• Life Insurance
• Paid Parental Leave
• Short-term & Long-term Disability
• Healthcare & Dependent Care Flexible Spending Accounts
• Domestic Partner Coverage
• Commuter Benefits
• Legal Assistance
• Employee Assistance Program (EAP)
• Additional Employee Perks and Discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Administrative and Support Services
• Number of Employees: 5,001-10,000 employees