Williams Lea, by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries.

We’re a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we’re the behind-the-scenes team making everything run smoothly.

Salary: $155,000

This role will be responsible for setting the expectations for service delivery at Williams Lea.  The Sr. Account Director establishes best practices to serve our clients across multiple service offerings and empowers and enables his/her operations team to deliver superior service.  The role focuses on operational excellence, continuous improvement, and team development. This role establishes goals and success metrics that align with the overall business and client objectives while building client relationships at the operational level.

Supervision

• 4+ direct reports and 125+ indirect

• Received: Managing Director of Operations, Business Directors, Senior Director of Operations

Job relationships

• Internal: This position works closely with Managing Director and account functional teams.

• External: This position works closely with executive client contacts and vendors.

Job duties

(* denotes an “essential function”)

• *Manage a single client account with a revenue of $10+ million and an EBIT potential of at least $3+million
• *Driving the quality-of-service delivery across the organization
• *Implement strategies to improve and standardize all aspects of operations
• *Execute modifications to organizational design and teams to optimize operational activity and improve client experience
• *Ensure operational controls and management information reporting requirements are fulfilled
• *Assure adherence to account plans operations team
• Minimize corporate risk and maximize returns for operations team
• *Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services
• Follow delegations of authority for operations team
• *Partner with functional teams to implement appropriate policies, internal controls, and reporting
• *Manage operations staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
• Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
• *Investigate and resolve issues escalated by the client and communicate significant issues to the Managing Director of Operations and client services
• Have a comprehensive understanding of all client's business and the impact of our services
• *Manage overall performance metrics of accounts/departments against contract/target or business unit metrics
• Inform operations team is clear about target metrics and support their achievements
• Highlight operational, compliance and financial risk areas
• *Manage the selection, induction, development, retention, motivation and performance of direct reports
• Encourage a culture of structured succession planning and for key roles
• *Participate as a key project team member new business implementation
• *Implement the appropriate delivery model for all services/products, with a focus on lowering cost to serve
• Cascade key business and organizational messages down to the associate level, per the appropriate channels
• Share knowledge, best practices and solution designs within the relevant management teams to ensure continuous business improvement
• Ensure that operational processes stay within agreed upon budgets and timelines
• Provide training and development opportunities and serve in mentoring role for his/her direct reports

Job qualifications

• A Bachelor’s degree or equivalent experience is required
• Over 8 years’ experience and a proven track record of being a recognized leader and manager of people in a national or global customer service intensive environment
• Demonstrated record in developing strategic solutions that have permanently resolved poor contract performance or difficult situations
• Established accomplishments in successfully growing volume, profitability and client satisfaction
• Excellent client service skills with a service-minded approach towards the client. Must be sensitive to client needs, remaining calm and confident, even in stressful situations
• Proven experience in the development, implementation and management of complex multi-service solutions for clients
• At least one year business development experience
• Minimum of five years of successful financial management; understanding of how day-to-day and strategic decisions

Working conditions

Office Environment

Full operational and financial oversight for global client relationship covering onsite and offsite support models including front-of-house services, general office services, word processing, admin services and creative services.

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.

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All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans