Account Supervisor

This website is operated, hosted and managed by Williams Lea Limited, 3 Savannah Way, Leeds LS10 1AB, United Kingdom View our .Account Supervisor page is loaded Account Supervisorlocations: WL USA Goodwin Procter LLP Santa Monicatime type: Full timeposted on: Posted 2 Days Agojob requisition id: RThe Operations Supervisor is an independent leader, helping manage the day-to-day people, operations and client relationship within an account 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 client's 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 Longevity driven by innovation 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.