Williams Lea is hiring for a Hybrid Account Director for our New York City office to work a primary shift of Monday to Friday 8:00 am to 5:00 pm! (Must be flexible to work longer hours as needed)

Pay: $110,000 - $130,000/year

Benefits:

Various health insurance options & wellness plans (Medical, Dental, Vision, Prescription Drug)401k Retirement Savings Plan Including Employer MatchPaid Time Off (PTO)Life InsurancePaid Parental LeaveShort-term & Long-term DisabilityHealthcare & Dependent Care Flexible Spending AccountsDomestic Partner CoverageCommuter BenefitsLegal AssistanceEmployee Assistance Program (EAP)Additional Employee Perks and Discounts

Client Relationship Management

Develop executive level client relationship for specific accounts in portfolioDevelop operational director level relationships for all accountsCollaborate on and/or develop strategic account plansCollaborate on and/or develop account budgetCollaborate on and/or write contract addendums, PPAs and contract renewalsCollaborate on and/or negotiate contract addendum, PPAs and contract renewalsDevelop 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 metricsCreate/prepare quarterly business review (QBR) and monthly CSRsParticipate/lead QBRs & CSRsDrive service line performance (productivity & quality)Manage staffing levels & utilization ( overall, service line and shift)Address service line failuresMaintain continuous lines of communication, keeping MDs informed of all critical issues and facilitating open cooperation between onsite teams, offsite teams and account leadershipDrive account adoption of best practices for processes, technology usage and management practicesResponsible 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 reports implement the annual merit increase in accordance with company guidelines and account budgetsResponsible for managing account profitabilityPartner with functional teams to implement appropriate policies, internal controls, and reportingCreate and promote a positive team culture that supports continuous improvement, employee development, accountability and a customer first mentalityProvide training and development opportunities and serve in mentoring role for his/her direct reportsParticipate 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 requiredOver 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 performanceMust 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 & loyaltyExcellent client management skills with a service-minded approach towards the client. Must be sensitive to client needs, remaining calm and confident, even in stressful situationsProven experience in the development, implementation and management of complex multi-service solutions for clientsAt least one year business development experienceMinimum of five years’ of successful financial management; understanding of how day-to-day and strategic decisions

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.

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