Job qualifications

A Bachelor’s degree or equivalent experience is requiredOver 6 years’ 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 resolved poor client, service or contract performance or difficult situations, or have improved or sustained satisfactory contract performanceExcellent client service skills with a service-minded approach toward the clientProven experience in the delivery and management of complex or multi-service solutions for clientsMinimum of four years of successful financial management; demonstrated record of managing day-to-day and strategic decisions that impact P&LAble to make independent financial decisions for scope of responsibilityMinimum of four years people management experience supporting employee lifecycle from onboarding to offboarding; use of manager self-service systems and experience with centralized HR functionsAble to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfactionAttention to detail with demonstrated organizational skillsMust be able to meet deadlines and complete all projects in a timely mannerAble to handle sensitive and/or confidential documents and informationAble to make independent decisions that conform to business needs and policyMust be able to interact effectively with multi-functional and diverse backgroundsAble to work in a fast-paced environmentMust be self-motivated with positive can-do attitudeIntermediate level Microsoft Office skillset

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

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 client*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*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 requirementsCreate 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 successAdhere to Williams Lea policies in addition to client site policies