Account Supervisor

Overview

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.

Job Description

The Operations Supervisor is an independent leader, helping manage the day-to-day people, operations and client relationship within an account.

Shift: M-F, 7:30am - 4:30pm

• Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
• Manage relationships with clients by ensuring a high level of customer satisfaction
• 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
• 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; resolve issues escalated by the client
• Responsible 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 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
• 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
• Create and distribute monthly invoice, ensuring it meets contractual requirements
• 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
• Foster cross-training and a sense of team work to optimize client service delivery
• Educate 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 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 client account; participate as needed on other new client accounts
• Be able to lift up-to 50 lbs. on a regular basis
• Adhere to Williams Lea policies in addition to client site policies

• Bachelor’s degree or equivalent experience
• 3 or more years’ proven experience in a customer service environment, legal or financial services industries preferred
• 3 or more years’ experience in office support including a combination of administrative, facilities, hospitality, reception, reprographics and mailroom
• Understanding…