Senior Account Manager

RR Donnelley•New York, NY

2d•$95,000 - $105,000•Onsite

About The Position

The Senior Account Manager is an operations leader who will communicate a vision for how Williams Lea best serves our clients across national or multiple service offerings, and who empowers and enables 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.

Requirements

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

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
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
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