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

Skills

Key technologies and capabilities for this role

Operations ManagementClient Relationship ManagementEmployee Lifecycle ManagementHiringOnboardingPerformance ManagementTalent ManagementSuccession PlanningWorkflow ManagementStaffingInvoice ManagementClient Service ReviewsQuality AssuranceStandard Operating ProceduresService Level Agreements

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time role.

What is the work location or remote policy for this role?

This information is not specified in the job description.

What are the key responsibilities or skills needed for the Account Supervisor role?

Key responsibilities include overseeing operations, managing client relationships, handling employee lifecycle, ensuring compliance with policies and SLAs, managing staffing and workflow, creating invoices and client service reviews, and participating in new business implementations.

What is the company culture like at Williams Lea?

The culture emphasizes regular communication through team and 1:1 meetings, fostering cross-training and teamwork, driving continuous improvement, and ensuring open lines of communication for expectations, performance, and development.

What makes a strong candidate for this Account Supervisor position?

Strong candidates are independent leaders skilled in people management, client relationship building, operations oversight, employee development, and process improvement, with the physical ability to lift up to 50 lbs regularly.