Williams Lea

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.. 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. Participate or lead due diligence, implementation (people, process, technology) for new business within client account; participate as needed on other new client accounts.. As we enter our third century, we continue helping businesses thrive in a future driven by digitization and virtualization.. Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing.

account manager

This website is operated, hosted and managed by Williams Lea Limited, 3 Savannah Way, Leeds LS10 1AB, United Kingdom.
Account Manager - Mon - Fri 8am-5pm page is loaded Account Manager - Mon - Fri 8am-5pm Apply locations New York, NY time type Full time posted on Posted 3 Days Ago job requisition id R241000426 Williams Lea is hiring for an Account Manager for our New York City office to work Monday to Friday 8:00 am to 5:00 pm!
Pay: $75,000/year
Benefits:
Various health insurance options & wellness plans (Medical, Dental, Vision, Prescription Drug)
401k Retirement Savings Plan Including Employer Match
Paid Time Off (PTO)
Life Insurance
Paid Parental Leave
Short-term & Long-term Disability
Healthcare & Dependent Care Flexible Spending Accounts
Domestic Partner Coverage
Commuter Benefits
Legal Assistance
Employee Assistance Program (EAP)
Additional Employee Perks and Discounts
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.
Job duties
*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
*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
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
Job qualifications
A Bachelor’s degree or equivalent experience is required
Over 5 years’ experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment
Demonstrated record implementing solutions that have permanently resolved poor contract performance or difficult situations
Excellent client service skills with a service-minded approach towards the client
Proven experience in the delivery and management of complex multi-service solutions for clients
Minimum of two years of successful financial management; understanding of how day-to-day and strategic decisions impact P&L
Who we are: In a rapidly changing world, the ability to innovate and break new ground drives progress. Williams Lea has harnessed this ability for more than 200 years.
Our 5,200+ talented employees worldwide are experts in delivering efficient business processes in complex and highly regulated environments.
We’re always progressing. Connecting technology with expertise and strong processes to transform support services. As we enter our third century, we continue helping businesses thrive in a future driven by digitization and virtualization.
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.
#piq
Similar Jobs (1) Account Manager, Mon-Fri 8a-5p locations New York, NY time type Full time posted on Posted 30+ Days Ago
In a rapidly changing world, the ability to innovate and break new ground drives progress. Williams Lea has harnessed this ability for more than 200 years.
Our 5,200+ talented employees worldwide are experts in delivering efficient business processes in complex and highly regulated environments.
We’re always progressing. Connecting technology with expertise and strong processes to transform support services. As we enter our third century, we continue helping businesses thrive in a future driven by digitization and virtualization. #J-18808-Ljbffr

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