Account Manager

Salary: £49,440 per annum, plus company benefits

Location: London, City

Contract: Full Time

Shifts: 40 hours per week, Monday – Friday, operating within the hours of 8am - 8pm with one hour for lunch

Work model: Fully onsite

Williams Lea seeks an Operational Account Manager to join our team!

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

Purpose of role 

The Account Manager is an operations leader who will communicate a vision for how Williams Lea best serves our clients across single 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. This is a new client so knowledge and understanding of Williams Lea’s service and offerings is critical.

  

Key responsibilities 

Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employeesManage relationships with clients by ensuring a high level of customer satisfactionEstablish, 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 performanceDrive 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 clientResponsible 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 managementEnsure 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 necessaryEngage 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 developmentManage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordinglyReview monthly P&L and submit necessary changes to financial analystReview all labor allocations; manage over-time and time-off to avoid non-billable chargesCreate and distribute monthly invoice, ensuring it meets contractual requirementsParticipate in the budget process; ensure all operational processes are managed to timeline and budgetCreate 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-makingSolicit feedback from clients (client outreach) regularlyFoster cross-training and a sense of team work to optimize client service deliveryEducate 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 successIdentify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – escalate opportunities to managerParticipate 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.

Personal attributes

Proactive approach – customer centric to meet evolving needs of the client  Substantial 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 permanently resolved poor contract performance or difficult situationsExcellent client service skills with a service-minded approach towards the clientProven experience in the delivery and management of complex multi-service solutions for clientsMinimum of two years of successful financial management; understanding of how day-to-day and strategic decisions impact P&LManage staff allocation through optimized scheduling and cross-training and through fostering a strong sense of teamwork

Rewards and Benefits

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

25 days holiday, plus bank holidays(pro-rata for part time or fixed term roles)Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.Life AssurancePrivate Medical InsuranceDental InsuranceHealth AssessmentsCycle-to-work schemeDiscounted gym membershipsReferral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

Equality and Diversity

The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com(we do not accept applications to this email address).

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