Account Director
Williams Lea is seeking an Account Director for our growing team! The primary function of the Account Director (AD) role is to ensure client teams meet or exceed client service level agreements (SLAs). Provide operational oversight to ensure smooth day-to-day performance while addressing and 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 portfolio and working with other teams or functional areas to develop best practices across portfolios. Support Senior Account Directors and Managing Directors in sales and account growth initiatives.
Pay : 125,000.00 / salary
Job Qualifications
- A Bachelor's degree or equivalent experience is required
- Over 8 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
- Proven experience managing large teams and knowledge of multiple service lines
- At least one year 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
Manage a portfolio of multiple accounts (2-7) with gross profit of least $300,000People Leadership lead, develop and empower highly functioning client teamsProvide oversight and support for the selection, induction, development, retention, motivation, and performance of direct and indirect reportsProvide training and development opportunities and serve in mentoring role for his / her direct reports. Ensure Managers provide similar support for Supervisors, Workflow Coordinators, and associates on their teams.Manage operations staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedbackEncourage a culture of structured succession planning for key rolesOperations leadership ensure accounts meet and / or exceed client expectationsEnsure operational controls and management information and reporting requirements are fulfilledOversee overall performance metrics of accounts / departments against contract / target or business unit benchmarksEngage expert. Familiar with all aspects of Engage.Train managers how to properly utilize the Engage system to optimize performance.Set up engage for new clients.Ensure managers within portfolio understand Engage and utilize the system as designed.Contribute to the ongoing Engage development by championing improvement opportunities / ideas.Implement strategies to improve and standardize all aspects of operationsShare knowledge, best practices, and solution designs within the relevant management teams to ensure continuous business improvementExecute modifications to organizational design and teams to optimize operational activity and improve client experienceInvestigate and resolve issues escalated by the client and communicate significant issues to reporting chainDrive the quality-of-service delivery across the organizationFinancial and Contract ManagementEnsure operations controls are in place to manage budget and be profitableLeverage knowledge to collaborate on and negotiate terms for contracts or renewalsDevelop strategic account plansWrite, deliver, negotiate and approve contract amendments / Statement of Works (SOWs)Write, deliver, negotiate and approve contract renewalsNegotiate Periodic Price Adjustments (PPAs)Customer & account leadership maintain appropriate communications channels with the clients, the field and offsite leadershipProvide insight into weekly, monthly, or quarterly account reviewsDevelop appropriate client relationships with operational counterpartsSupport up selling, cross selling of new services and the renewal and PPA process as requiredSupport the annual budget process for assigned accountsPossess a comprehensive understanding of all client's business and the impact of our servicesOtherPartner with functional teams to implement appropriate policies, internal controls, and reporting
Promote a culture of high performance and continuous improvement that values learning and a commitment to qualityHighlight operational, compliance and financial risk areasParticipate as a key project team member new business implementationFollow delegations of authority for operations teamWorking Conditions
Position operates at sites with maximum of 24 / 7 operations. Individual shift requirements will vary by site.Work is performed in a professional work environment and / or work from home setting.Business casual and / or professional attire required.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.
