Williams Lea Hiring for Senior Account Director Full Time

Williams Lea is hiring for an Account Director for our Chicago, New York City or Washington DC office to work Monday to Friday 8:30 am to 5:30 pm!

This position will require proof of Covid-19 vaccination

Pay: $130,000 annually

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)
• Additional Employee Perks and Discounts

This role will be responsible for setting the expectations for service delivery at Williams Lea. The Account Director establishes best practices to serve our clients across multiple service offerings and empowers and enables his/her operations team to deliver superior service. The role focuses on operational excellence, continuous improvement, and team development. This role establishes goals and success metrics that align with the overall business and client objectives while building client relationships at the operational level.

Client Relationship Management

• Develop executive level client relationship for specific accounts in portfolio
• Develop operational director level relationships for all accounts
• Collaborate on and/or develop strategic account plans
• Collaborate on and/or develop account budget
• Collaborate on and/or write contract addendums, PPAs and contract renewals
• Collaborate on and/or negotiate contract addendum, PPAs and contract renewals
• Develop a comprehensive understanding of all clients business and the impact of our services

Operational Management

• Manage overall performance metrics of accounts/departments against contract/target or business unit metrics
• Create/prepare quarterly business review (QBR) and monthly CSRs
• Participate/lead QBRs & CSRs
• Drive service line performance (productivity & quality)
• Manage staffing levels & utilization ( overall, service line and shift)
• Address service line failures
• Maintain continuous lines of communication, keeping MDs informed of all critical issues and facilitating open cooperation between onsite teams, offsite teams and account leadership
• Drive account adoption of best practices for processes, technology usage and management practices
• Responsible for ensuring that Sr Acct Manager & Acct Manager follow best practices and company guidelines in the management of staff (hire, development, discipline, termination)
• Accountable to ensure direct s implement the annual merit increase in accordance with company guidelines and account budgets
• Responsible for managing account profitability
• Partner with functional teams to implement appropriate policies, internal controls, and ing
• Create and promote a positive team culture that supports continuous improvement, employee development, accountability and a customer first mentality
• Provide training and development opportunities and serve in mentoring role for his/her direct s
• Participate in company, cross client initiatives including technology projects, process improvement projects or new client implementations as assigned

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. Experience in business process outsourcing services to Law Firms is preferred.
• Demonstrated record in developing strategic growth solutions that have permanently resolved poor account revenue and gross profit growth performance
• Must be comfortable with “managing up” into the C-Suite developing relationships at the CAO, COO, CIO and CFO level.
• Established accomplishments in successfully growing volume, profitability and client satisfaction & loyalty
• Excellent client management 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 in the development, implementation and management of complex multi-service solutions for clients
• At least one year business development experience
• Minimum of five years’ of successful financial management; understanding of how day-to-day and strategic decisions
• This position will require proof of Covid-19 vaccination.

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.