Account Supervisor at Williams

Santa Monica, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

N/AIndustries

Requirements

Independent leader capable of managing day-to-day people, operations, and client relationships
Ability to lift up to 50 lbs. on a regular basis
Adherence to Williams Lea policies and client site policies

Responsibilities

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
Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes
Resolve issues escalated by the client
Manage employee lifecycle of direct and indirect reports, including 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; off-boarding management
Ensure direct and indirect reports understand and are compliant with company and client policies, 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
Manage staffing and workflow volumes; use workflow management system to justify headcount and allocate staffing resources
Create and distribute monthly invoice, ensuring it meets contractual requirements
Create and present monthly Client Service Review (CSR); reflect on data and discuss ideas for process improvement
Solicit feedback from clients (client outreach) regularly
Foster cross-training and a sense of teamwork to optimize client service delivery
Educate clients regarding Williams Lea services already providing and those available
Identify opportunities for account growth, new services, resolutions to client challenges – escalate 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