Account Manager, Sr

Job qualifications

• A Bachelor's degree or equivalent experience is required
• Over 6 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 resolved poor client, service or contract performance or difficult situations, or have improved or sustained satisfactory contract performance
• Excellent client service skills with a service-minded approach toward the client
• Proven experience in the delivery and management of complex or multi-service solutions for clients
• Minimum of four years of successful financial management; demonstrated record of managing day-to-day and strategic decisions that impact P&L
• Able to make independent financial decisions for scope of responsibility
• Minimum of four years people management experience supporting employee lifecycle from onboarding to offboarding; use of manager self-service systems and experience with centralized HR functions
• Able to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfaction
• Attention to detail with demonstrated organizational skills
• Must be able to meet deadlines and complete all projects in a timely manner
• Able to handle sensitive and/or confidential documents and information
• Able to make independent decisions that conform to business needs and policy
• Must be able to interact effectively with multi-functional and diverse backgrounds
• Able to work in a fast-paced environment
• Must be self-motivated with positive can-do attitude
• Intermediate 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 Director
• Portfolio: 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 delivery

• Operational 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 accordingly

• Financial 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 budget

• Customer & 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 manager
• Other
• Participate or lead due diligence, implementation (people, process, technology) for new business within own client account(s); participate on other or new client accounts
• Adhere to Williams Lea policies in addition to client site policies