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 pm

Pay: $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. The SAD will provide operational oversight to ensure smooth day-to-day performance while escalating matters of concern. Ensure core business processes are in place and aligned with best practices. Responsible for ensuring teams utilize technology (Engage) as designed. 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

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

Job duties

(* denotes an essential function )

*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

o *Provide oversight and support for the selection, induction, development, retention, motivation and performance of direct and indirect reports

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

*Operations leadership - ensure accounts meet and or exceed client expectations

o *Ensure adherence to operational controls and management information reporting requirements

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

*Customer & account leadership - maintain appropriate communications channels with the clients, the field and offsite leadership

o *Assume a key role in weekly/monthly/quarterly communication with the client decision makers ideally at the Director level and above

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

Other

o Partner with functional teams to implement policies, internal controls, and reporting

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.

Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing.