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Account Manager

Company: Williams Lea
Location: Boston
Posted on: May 6, 2021

Job Description:

Williams Lea is the global provider of skilled business-critical support services to financial, legal and professional services firms. We connect people, processes and technology to manage documents and streamline key operational functions.
From our humble beginnings as a financial printer in London, to our position today as a global outsourcing leader, our business is built a strong heritage, great relationships and a talented team. Our 6,000 worldwide employees work onsite at clients and onshore/offshore at Williams Lea operations providing rivaled support and helping clients transform their support operations. With revenues of over $400 million, Williams Lea is backed by Advent International, one of the largest global private equity investors.
---Job Duties:
*Establish the quality of service delivery across their portfolio of accounts*Implement standardized processes for all aspects of operations*Track operational controls and ensure management information reporting requirements are fulfilled*Accomplish action items from account plans*Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client servicesFollow delegations of authority for operations team--*Partner with functional teams, adhering to appropriate corporate policies, internal controls, and reporting*Manage staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedbackPromote a culture of high performance and continuous improvement that values learning and a commitment to quality*Investigate and resolve issues escalated by the portfolio client(s) and communicate significant issues to the Operations Director and client servicesHave a strong knowledge clients' businesses and the impact of our services*Manage overall performance metrics of accounts/departments against contract/target --metricsProvide team with clear communications regarding target metrics/expectations and support their achievementsEscalate --operational, compliance and financial risk areas*Manage the selection, induction, development, retention, motivation and performance of direct reportsEstablish a structured succession plan for key roles*Support new business implementationCascade key business and organizational messages down to the associate level, per the appropriate channels--Share knowledge, best practices and solution designs within the relevant management teams to ensure continuous business improvementEnsure that operational processes stay within agreed upon budgets and timelinesProvide training and development opportunities and serve in mentoring role for his/her direct reportsCompilation and issue of monthly client billing*Manage staff allocation through optimized scheduling and cross-training and through fostering a strong sense of teamwork
Job Qualifications:
Bachelor's degree or equivalent experience is requiredOver 5 years' experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environmentSales or professional consulting a Plus but no required.Demonstrated 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 clients--Minimum of two years of successful financial management; understanding of how day-to-day and strategic decisions impact P&L
Your safety and well-being: As we all continue to deal with the effects of COVID-19, your health and well-being remain our top priority. In preparation for returning to our workplaces, the following guidance has been developed with reference to government, designated authority, as well as feedback received from employees. This guidance is further supported by our Wellness site content and external resources to help you manage through these unprecedented times.
Face masks: To supplement social distancing and where stipulated, everyone is required to wear a face mask at all times upon entering and when working within the building.
Social distancing: Workstations and office areas are continually evaluated to ensure the 2m/6ft social distancing rule can be applied and adhered to by all employees.
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. PandoLogic.Category: Customer Service, Keywords: Client Services Director

Keywords: Williams Lea, Boston , Account Manager, Executive , Boston, Massachusetts

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