Job Description:
CLIENT SERVICING & OPERATIONS MANAGEMENT
- Manage and oversee the site operations, ensuring all SLAs, contractual requirements and client expectations are met
- Demonstrate a full understanding of the client contract and ensure updates are made in a timely manner
- Build and maintain strong client and team relationships; regularly meet key client contacts, provide fast turnarounds to requests and work collaboratively to achieve goals
- Manage local vendor relationships and contracts, where applicable
- Ensure all operating procedures, processes and manuals are up-to-date and always adhered to
- Advise and support the client and team on daily matters with clear communication, applying examples of best practice
- Encourage teamwork; drive change and ensure all staff members strive to achieve client satisfaction
- Maintain effective communication with the Regional Account Director at all times. Escalate promptly when required
- Proactively identify opportunities for service enhancement and client value-add
LEADERSHIP, TRAINING & DEVELOPMENT
- Lead client and staff meetings as appropriate
- Manage staff, using ‘lead-by-example’ approach and assist with any role when necessary to ensure client service expectations are met
- Resolve disciplinary issues in a timely and legally compliant way
- Foster a positive, cohesive, collaborative, and team-oriented work environment between staff members of both intra- and inter-office departments
- Prepare and conduct employee evaluations and development planning
- Maintain site employee capability matrix
FINANCE
- Prepare monthly site invoices, gross margin template and payroll
- Process related service providers invoices
- Review and question monthly profit-and-loss and balance sheet statements
- Perform regular salary and equipment benchmarking against other sites, competitors and countries
- Prepare responses to Requests for Proposals
OTHER GENERAL DUTIES
- Assist with hiring, training and development of staff and foster a collaborative team-oriented work environment
- Prepare and assist with employee evaluations and disciplinary issues
- Manage and deploy overflow/temporary staff, ensuring site is adequately staffed at all times, including providing ample coverage onsite
- Maintain confidentiality and exhibit professional decorum at all time
- All other duties assigned
Key Requirements:
- 5+ years' comprehensive outsourced operations experience preferred
- 5+ years' experience in a leadership role
- Proven experience in growing account(s) under direct management
- Strong client service, negotiation and communication skills
- Detail oriented with the ability to prioritise and handle multiple tasks in a demanding, time- sensitive environment High level of competency in MS Excel, Word, PowerPoint and management tools e.g. Workday
Top Skills
What We Do
Williams Lea is the global provider of tech-enabled skilled business-critical support services to financial, legal and professional services firms, connecting people, processes and technology to streamline key business and administrative functions and helping companies adapt to a more virtual and digital workplace.
Built on a strong heritage, great client relationships and a talented team, Williams Lea is the trusted global outsourcing provider to clients in highly regulated environments.
Williams Lea serves clients in 20 countries across four continents and has 7,000 employees worldwide. Williams Lea is backed by Advent International, one of the largest and most experienced global private equity investors.
