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Operations Account Manager - Mon - Fri - 8am-5pm

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Williams Lea

29d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Facilities Management
  • San Francisco

AI generated summary

  • You need a Bachelor's degree, 4+ years in customer service leadership, 3+ years managing multi-services, and people management experience. Strong client service, P&L understanding, and Microsoft Office skills are required.
  • You will manage multiple services, ensure quality delivery, track operations, resolve issues, oversee staff performance, support communication, and maintain budgets while fostering teamwork and continuous improvement.

Requirements

  • A Bachelor's degree or equivalent experience is required.
  • Over 4 years' experience and a proven track record of being a recognized leader and Supervisor of people in a customer service intensive environment.
  • 3 or more years' proven experience managing multiple services including facilities, hospitality and reception with a core focus on mailroom and reprographics. Legal or financial services industry preferred.
  • Demonstrated record implementing solutions that have improved or sustained satisfactory client, service or 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.
  • Understanding of how day-to-day and strategic decisions impact P&L.
  • Minimum of two years people management experience supporting employee lifecycle from onboarding to offboarding; use of Supervisor 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 good 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 level Microsoft Office skillset.

Responsibilities

  • Demonstrated ability of managing multiple services including facilities, hospitality and reception with a core focus on mailroom and reprographics. Legal or financial services industry preferred.
  • Establish the quality of service delivery across the account
  • 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 services
  • Follow 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 feedback
  • Promote 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 services
  • Have a strong knowledge clients' businesses and the impact of our services
  • Manage overall performance metrics of accounts/departments against contract/target metrics
  • Provide team with clear communications regarding target metrics/expectations and support their achievements
  • Escalate operational, compliance and financial risk areas
  • Manage the selection, induction, development, retention, motivation and performance of direct reports
  • Establish a structured succession plan for key roles
  • Support new business implementation
  • Cascade 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 improvement
  • Ensure that operational processes stay within agreed upon budgets and timelines
  • Provide training and development opportunities and serve in mentoring role for his/her direct reports
  • Compilation and issue of monthly client billing
  • Manage staff allocation through optimized scheduling and cross-training and through fostering a strong sense of teamwork

FAQs

What are the working hours for the Operations Account Manager position?

The working hours are Monday to Friday, 8:00 am to 5:00 pm.

What is the salary range for this position?

The salary range for the Operations Account Manager position is $81,700 - $86,000 per year.

What benefits does Williams Lea provide?

Williams Lea offers various benefits including health insurance options, 401k retirement savings plan with employer match, paid time off, life insurance, paid parental leave, short-term and long-term disability, flexible spending accounts, commuter benefits, and employee assistance programs, among others.

Is previous experience in the legal or financial services industry preferred?

Yes, a background in the legal or financial services industry is preferred for this position.

What qualifications are required for the Operations Account Manager role?

A Bachelor's degree or equivalent experience is required, along with over 4 years of experience in a customer service-intensive environment and at least 3 years managing multiple services such as facilities, hospitality, and mailroom services.

What skills are important for this role?

Important skills include excellent client service, attention to detail, strong organizational skills, the ability to handle confidential information, and proficiency in Microsoft Office at an intermediate level.

Is there a focus on staff development within this role?

Yes, the position includes responsibilities for training and development opportunities as well as serving in a mentoring role for direct reports.

Are there opportunities for professional growth within Williams Lea?

Yes, Williams Lea promotes a culture of high performance and continuous improvement, providing opportunities for professional development and advancement.

Does the company have an equal employment opportunity policy?

Yes, Williams Lea is committed to ensuring equal employment opportunity without discrimination or harassment based on any protected characteristics.

Will I need to manage a team in this position?

Yes, the Operations Account Manager will be responsible for managing staff performance, including establishing development goals and providing ongoing performance feedback.

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Williams Lea

The leading global provider of business-critical support services to financial, legal & professional services firms.

Consulting
Industry
5001-10,000
Employees
1820
Founded Year

Mission & Purpose

Williams Lea is a global provider of business-critical support services, specialising in document management, digital transformation, and business process outsourcing. Their ultimate mission is to help organisations enhance efficiency and improve performance by delivering innovative solutions and operational excellence. The purpose of Williams Lea is to enable clients to focus on their core business activities while they manage the essential support functions, thereby driving productivity and creating value for their clients.