Sr. Manager, Operations - Client Accounts

Position summary

The Sr. Manager, Operations - Client Accounts 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

Job duties

(* denotes an “essential function”)

• *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
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• 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
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• 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

Statement of other duties

This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions.

Working conditions

• Work is performed in a professional work environment.
• Adhere to business/client dress codes.
• Hazards include working with office machines (computers, peripherals, copiers, faxes, scanners, bindery equipment, paper cutters, paper, toner) and cleaning supplies.