- A Bachelor's degree or equivalent experience is required
- Over 10 years' experience and a proven track record of being a recognized leader and manager of people in a national or global customer service intensive environment
- Demonstrated record in developing operational solutions that have permanently resolved poor contract performance or difficult situations
- Established accomplishments in successfully delivering on client SLAs, building high performing teams, and creating client relationships
- Excellent client service skills with a service-minded approach towards the client. Must be sensitive to client needs, remaining calm and confident, even in stressful situations
- Demonstrated ability to develop strategic level relationships within large, complicated organizations
- Capable of driving strategic conversations and interacting with clients at all levels of an organization
- Conversational knowledge of all the WL service offerings
- Proven experience managing large teams and knowledge of multiple service lines
- At least two years of business development experience
- Minimum of five years of successful financial management; understanding of how day-to-day operations and strategic decisions impact client P&Ls
- *Manage a portfolio of multiple accounts (2 or more) with gross profit of least $700,000
- *People Leadership – lead, develop and empower highly functioning client teams
- *Operations leadership – ensure accounts meet and or exceed client expectations
- *Customer & account leadership – maintain appropriate communications channels with the clients, the field and offsite leadership
- Other
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Senior Account Director - Wheeling, United States - Williams Lea
Description
Williams Lea is hiring for a Sr. Account Director to work remote Monday to Friday 8:00 am to 5:00 pmPay:
$125,000 - $165,000/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)
Access to on-site Gym and Café
Company Provided Parking
Additional Employee Perks and Discounts
The two primary functions of the Senior Account Director (SAD) are to ensure client teams meet or exceed client service level agreements (SLAs) and to grow accounts.
Responsible for developing teams within the portfolio and working with other teams or functional areas to develop best practices across portfolios.
Partner with the Managing Director to develop strategies and foster relationships to drive growth within assigned accounts. This position is responsible for new business growth targets.Job qualifications
(* denotes an "essential function")
o *Provide training and development opportunities and serve in mentoring role for direct reports and ensure managers provide similar support for supervisors, workflow coordinators and associates on their teams
o *Manage operations staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
o Foster a data driven culture of collaboration and accountability while promoting a safe and enjoyable work environment
o *Oversee overall performance metrics of accounts/departments against contract/target or business unit benchmarks
o *Possess or develop expert level familiarity and understanding of all aspects of Engage
o *Train managers how to properly utilize the Engage system to optimize performance
o *Set up Engage for new clients and train managers how to do so
o *Ensure managers within their portfolio understand Engage and utilize the system as designed
o Contribute to the ongoing Engage development by championing improvement opportunities/ideas
o Implement strategies to improve and standardize all aspects of operations
o *Share knowledge, best practices, and solution designs across the organization to ensure continuous business improvement
o *Execute modifications to organizational design and teams as needed, to optimize operational activity and improve client experience
o *Investigate and resolve issues escalated by the client and communicate significant issues to reporting chain
o *Drive the quality-of-service delivery across the organization
o *Drive Key Growth initiatives, creating detailed proposals to expand the existing team or plays a key role working with the MD to add new services
o *Own market driven wage adjustment, utilization-based headcount increases and periodic price adjustments (PPAs) and renewals
o *Provide insight into weekly, monthly, and/or quarterly business reviews
o *Develop executive level client relationships
o *Own the annual budget process for assigned accounts
o *Possess a comprehensive understanding of all client's business and the impact of our services
o Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
o Highlight operational, compliance and financial risk areas
o Participate as a key project team member in new business implementation
o Follow delegations of authority for operations team
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.
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