Account Supervisor

Redwood City, CA - USA

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

The Operations Supervisor is an independent leader helping manage the day-to-day people operations and client relationship within an account.

RRDs current salary range for this role is $73000 - $75700 / year. The salary range may be adjusted based on the applicable geographic location of the hired employee and the range may change in the future. At RRD it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon but not limited to education skills experience proficiency performance shift and location. Depending on the role in addition to base salary the total compensation package may also include participation in a bonus commission or incentive program. RRDs benefit offerings include medical dental and vision coverage paid time off disability insurance 401(k) with company match life insurance and other voluntary supplemental insurance coverages plus parental leave adoption assistance tuition assistance and employer/partner discounts.

Shift: M-F 7:30am - 4:30pm

Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
Manage relationships with clients by ensuring a high level of customer satisfaction
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
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; resolve issues escalated by the client
Responsible for 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
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 accordingly
Create and distribute monthly invoice ensuring it meets contractual requirements
Create 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-making
Solicit feedback from clients (client outreach) regularly
Foster cross-training and a sense of team work to optimize client service delivery
Educate clients regarding Williams Lea services already providing and those available through strong sense of the clients business and the impact our services may have on their success
Identify opportunities for account growth new services resolutions to client challenges through communication with clients/end-users escalate opportunities to manager
Participate or lead due diligence implementation (people process technology) for new business within client account; participate as needed on other new client accounts.
Be able to lift up-to 50 lbs. on a regular basis.
Adhere to Williams Lea policies in addition to client site policies

Qualifications :

Bachelors degree or equivalent experience
3 or more yearsproven experience ina customer service environment legal or financial services industriespreferred
3 or more yearsexperience inoffice support including a combination of administrative facilities hospitality reception reprographics andmailroom
Understanding of USPS regulations
Understanding of reprographics equipment and usage
Intermediate Microsoft Office Word and Excel skills
Basic Microsoft PowerPoint skills
Prior experience managing vendorspreferred
Basic P&L understanding a plus
Demonstrated experience prioritizing competing priorities under tightdeadlines
Exceptional communication skills both written and verbal
Good attention to detail

Additional Information :

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.

#GOC

#LI-0925

#li-onsite

#WLNAT

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer including disability/veterans

Remote Work :

Employment Type :

Full-time

The Operations Supervisor is an independent leader helping manage the day-to-day people operations and client relationship within an account.RRDs current salary range for this role is $73000 - $75700 / year. The salary range may be adjusted based on the applicable geographic location of the hired em...

The Operations Supervisor is an independent leader helping manage the day-to-day people operations and client relationship within an account.

Shift: M-F 7:30am - 4:30pm

Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
Manage relationships with clients by ensuring a high level of customer satisfaction
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
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; resolve issues escalated by the client
Responsible for 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
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 accordingly
Create and distribute monthly invoice ensuring it meets contractual requirements
Create 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-making
Solicit feedback from clients (client outreach) regularly
Foster cross-training and a sense of team work to optimize client service delivery
Educate clients regarding Williams Lea services already providing and those available through strong sense of the clients business and the impact our services may have on their success
Identify opportunities for account growth new services resolutions to client challenges through communication with clients/end-users escalate opportunities to manager
Participate or lead due diligence implementation (people process technology) for new business within client account; participate as needed on other new client accounts.
Be able to lift up-to 50 lbs. on a regular basis.
Adhere to Williams Lea policies in addition to client site policies

Qualifications :

Bachelors degree or equivalent experience
3 or more yearsproven experience ina customer service environment legal or financial services industriespreferred
3 or more yearsexperience inoffice support including a combination of administrative facilities hospitality reception reprographics andmailroom
Understanding of USPS regulations
Understanding of reprographics equipment and usage
Intermediate Microsoft Office Word and Excel skills
Basic Microsoft PowerPoint skills
Prior experience managing vendorspreferred
Basic P&L understanding a plus
Demonstrated experience prioritizing competing priorities under tightdeadlines
Exceptional communication skills both written and verbal
Good attention to detail

Additional Information :

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.

Williams Lea is a drug-free workplace and performs pre--employment substance abuse testing.

#GOC

#LI-0925

#li-onsite

#WLNAT

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer including disability/veterans

Remote Work :

Employment Type :

Full-time

Key Skills

Business Development
Customer Service
Revenue Growth
ABC Analysis
Account Management
Communication
CRM
Excel
Salesforce
PMP
Customer Relationships
Business Relationships
Sales Goals
Sales Process
CPA

Apply Now

About Company

RR Donnelley

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industrys most trusted portfolio of creative execution and world-wide business process consulting, with ser ... View more

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