Senior Account Manager

This website is operated, hosted and managed by Williams Lea Limited, 3 Savannah Way, Leeds LS10 1AB, United Kingdom.

Williams Lea is hiring for a Senior Account Manager for a Washington, DC office to work Monday to Friday 8:00 am to 5:00 pm.

Pay: $90,000 to $95,000 per year

• Various health insurance options & wellness plans (Medical, Dental, Vision, Prescription Drug)
• 401k Retirement Savings Plan Including Employer Match
• Paid Time Off (PTO)
• Life Insurance
• Short-term & Long-term Disability
• Domestic Partner Coverage
• Legal Assistance
• Employee Assistance Program (EAP)
• Additional Employee Perks and Discounts

This role will be responsible for executing service delivery at Williams Lea. The Senior Account Manager will communicate a vision for how WL best serves our clients across multiple service offerings and empower and enable their team to bring that vision to life. The role focuses on delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team development.

Job qualifications

• A Bachelor’s degree or equivalent experience is required
• Over 6 years’ experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment
• Demonstrated record implementing solutions that have permanently resolved poor contract performance or difficult situations
• Excellent client service skills with a service-minded approach towards the client
• Proven experience in the delivery and management of complex multi-service solutions for clients
• Prior experience balancing multiple clients and priorities a plus
• Minimum of four years of successful financial management; understanding of how day-to-day and strategic decisions impact P&L

Job duties

(* denotes an “essential function”)

• *Establish the quality of service delivery across their portfolio of accounts
• *Manage a single client account or a portfolio of accounts with a revenue of $1 to $3 million and an EBIT potential of at least $100,000
• *Implement standardized processes for all aspects of operations
• *Track operational controls and ensure management information reporting requirements are fulfilled
• *Accomplish action items from account plans
• *Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services
• *Partner with functional teams, adhering to appropriate corporate policies, internal controls, and reporting
• *Manage staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
• *Investigate and resolve issues escalated by the portfolio client(s) and communicate significant issues to the Operations Director and client services
• *Manage overall performance metrics of accounts/departments against contract/target metrics
• *Manage the selection, induction, development, retention, motivation and performance of direct reports
• *Support new business implementation
• *Cascade key business and organizational messages down to the associate level, per the appropriate channels
• *Ensure that operational processes stay within agreed upon budgets and timelines
• *Manage staff allocation through optimized scheduling and cross-training and through fostering a strong sense of teamwork

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.