Account Manager at Williams Lea

This position is located in Portland ME. The Account Manager is an operations leader who will communicate a vision for how Williams Lea best serves our clients across single or multiple service offerings and who empowers and enables their team to bring that vision to life. The role focuses on executing service delivery delivering operational excellence implementing optimized cost to serve models applying continuous improvement initiatives and team growth and development.Pay: $72000 to $78000/annuallyShift: Monday to Friday 8am to 5pmJob qualificationsA Bachelors degree or equivalent experience is requiredOver 5 years experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environmentDemonstrated record implementing solutions that have resolved poor client service or contract performance or difficult situations or have improved or sustained satisfactory contract performanceExcellent client service skills with a service-minded approach toward the clientProven experience in the delivery and management of complex or multi-service solutions for clientsMinimum of two years of successful financial management; general understanding of how day-to-day and strategic decisions that impact P&LAble to make independent financial decisions for scope of responsibilityMinimum of two years people management experience supporting employee lifecycle from onboarding to offboarding; use of manager self-service systems and experience with centralized HR functionsAble to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality with an emphasis on client satisfactionAttention to detail with demonstrated organizational skillsMust be able to meet deadlines and complete all projects in a timely mannerAble to handle sensitive and/or confidential documents and informationAble to make independent decisions that conform to business needs and policyMust be able to interact effectively with multi-functional and diverse backgroundsAble to work in a fast-paced environmentMust be self-motivated with positive can-do attitudeIntermediate to expert level Microsoft Office skillsetJob duties(* denotes an essential function)*Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees*People Leadership develop a highly functioning client team*Responsible for full employee lifecycle of direct and indirect reports including but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning development and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management*Ensure direct and indirect reports understand and are compliant with company and client policies service level agreements (SLAs) and expected quality of work utilizing corrective action when necessary*Engage in regular and consistent communication with employees hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information as well as to discuss clear expectations performance and progress against goals and development*Foster cross-training and a sense of team work to optimize client service deliveryOperational Leadership ensure account meet or exceed client expectations*Establish execute and sustain quality service delivery through standard operating procedures account planning and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance*Ensure Engage is implemented and utilized by team according to best practices*Understand how Engage operates the data it requires and generates.*Utilize Engage output for client reporting at an expert level and use data to manage team workflow quality and individual performance*Drive continuous improvement; keep client and manager informed of significant and potential issues and communicate proposed solutions or processes that will avoid future or other potential issues; timely resolve issues escalated by the client*Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordinglyFinancial and Contractual ManagementReview monthly P&L and submit necessary changes to financial analystReview all labor allocations; manage over-time and time-off to avoid non-billable chargesCreate and distribute monthly invoice ensuring it meets contractual requirementsParticipate in the budget process; ensure all operational processes are managed to timeline and budgetCustomer & Account LeadershipManage relationships with clients by ensuring a high level of customer satisfactionCreate and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-makingSolicit feedback from clients (client outreach) regularlyEducate clients on Williams Lea services already provided and those available through strong sense of the clients business and the impact our services may have on their successIdentify opportunities for account growth new services resolutions to client challenges through communication with clients/end-users escalate opportunities to managerOtherParticipate or lead due diligence implementation (people process technology) for new business within own client account(s); participate on other or new client accountsAdhere to Williams Lea policies in addition to client site policiesStatement of other dutiesThis document describes the major duties responsibilities and authorities of this job and is not intended to be a complete list of all tasks and functions.Working conditionsWork is performed in a professional work environment.Adhere to business/client dress codes.Hazards include working with office machines (computers peripherals copiers faxes scanners bindery equipment paper cutters paper toner) and cleaning supplies.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 5200 talented employees worldwide are experts in delivering efficient business processes in complex and highly regulated environments.Were 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.Required Experience:Manager Key Skills Business Development,Cement Plant,Business Support,Data Analysis,ASP Employment Type : Full-Time Experience: years Vacancy: 1