Hybrid Account Manager, Sr. - Mon - Fri 8am-5pm

Williams Lea is hiring for a Hybrid Senior Account Manager for our Wheeling, WV office to work Monday to Friday 8:00 am to 5:00 pm!

2,000 Sign-on bonus

Pay: $66.500 - $70,000/year

Benefits:

• Various health insurance options & wellness plans (Medical, Dental, Vision, Prescription Drug)
• 401k Retirement Savings Plan Including Employer Match
• Paid Time Off (PTO)
• Life Insurance
• Paid Parental Leave
• Short-term & Long-term Disability
• Healthcare & Dependent Care Flexible Spending Accounts
• Domestic Partner Coverage
• Commuter Benefits
• Legal Assistance
• Employee Assistance Program (EAP)
• Company Provided Parking
• Additional Employee Perks and Discounts

Job Duties:

(* denotes an “essential function”)

• *Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees.

*People Leadership – develop a highly functioning client team

• *Responsible for full 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
• *Foster cross-training and a sense of team work to optimize client service delivery

*Operational Leadership – ensure account meets or exceeds client expectations

• *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
• *Ensure Engage is implemented and utilized by team according to best practices
• *Understand how Engage operates, the data it requires and generates
• *Utilize Engage output for client reporting at an expert level and use data to manage team, workflow, quality and individual 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; timely resolve issues escalated by the client
• *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

*Financial and Contractual Management

• *Review monthly P&L and submit necessary changes to financial analyst
• *Review all labor allocations; manage over-time and time-off to avoid non-billable charges
• *Create and distribute monthly invoice, ensuring it meets contractual requirements
• *Participate in the budget process; ensure all operational processes are managed to timeline and budget

*Customer & Account Leadership

• *Manage relationships with clients by ensuring a high level of customer satisfaction
• *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
• *Educate clients on Williams Lea services already provided 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

*Other

• Participate or lead due diligence, implementation (people, process, technology) for new business within own client account(s); participate on other or new client accounts
• Adhere to Williams Lea policies in addition to client site policies
• Ability to lift, bend, stoop, reach, stretch
• Ability to lift 50 lbs

Job Qualifications:

• A Bachelor’s degree or equivalent experience is required
• Over 6 years’ experience and a proven track record