Salary: $85,000-$86,652

Job qualifications

A Bachelor’s degree or equivalent experience is requiredOver 6 years’ experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environmentDemonstrated record implementing solutions that have resolved poor client, service or contract performance or difficult situations, or have improved or sustained satisfactory contract performanceExcellent client service skills with a service-minded approach toward the clientProven experience in the delivery and management of complex or multi-service solutions for clientsMinimum of four years of successful financial management; demonstrated record of managing day-to-day and strategic decisions that impact P&LAble to make independent financial decisions for scope of responsibilityMinimum of four years people management experience supporting employee lifecycle from onboarding to offboarding; use of manager self-service systems and experience with centralized HR functionsAble to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfactionAttention to detail with demonstrated organizational skillsMust be able to meet deadlines and complete all projects in a timely mannerAble to handle sensitive and/or confidential documents and informationAble to make independent decisions that conform to business needs and policyMust be able to interact effectively with multi-functional and diverse backgroundsAble to work in a fast-paced environmentMust be self-motivated with positive can-do attitudeIntermediate to expert level Microsoft Office skillset

Supervision

Number and title(s) of direct reports (if any):  2 -15 direct reports, including Manager(s), Supervisor(s) and/or Associate(s)Received: Director of Operations, Senior Director of Operations, Account Director, Senior Account DirectorPortfolio: Gross Profit 100k – 300k USD; Revenue 1-3 MM USD; Coverage: multiple locations, more than one client, multiple service lines

Job relationships

Internal: This position works closely with Operations, Client Services and functional teams.External: This position works closely with operational client contacts and vendors.

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 deliveryOperational 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 accordinglyFinancial 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 budgetCustomer & 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 managerOtherParticipate or lead due diligence, implementation (people, process, technology) for new business within own client account(s); participate on other or new client accountsAdhere to Williams Lea policies in addition to client site policies