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. Williams Lea is hiring for an Account Director for our Washington DC office! This position will require proof of Covid-19 vaccination Pay: $135,000 annually 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) Additional Employee Perks and Discounts This role will be responsible for setting the expectations for service delivery at Williams Lea. The Account Director establishes best practices to serve our clients across multiple service offerings and empowers and enables his/her operations team to deliver superior service. The role focuses on operational excellence, continuous improvement, and team development. This role establishes goals and success metrics that align with the overall business and client objectives while building client relationships at the operational level. Client Relationship Management Develop executive level client relationship for specific accounts in portfolio Develop operational director level relationships for all accounts Collaborate on and/or develop strategic account plans Collaborate on and/or develop account budget Collaborate on and/or write contract addendums, PPAs and contract renewals Collaborate on and/or negotiate contract addendum, PPAs and contract renewals Develop a comprehensive understanding of all clients business and the impact of our services Operational Management Manage overall performance metrics of accounts/departments against contract/target or business unit metrics Create/prepare quarterly business review (QBR) and monthly CSRs Participate/lead QBRs & CSRs Drive service line performance (productivity & quality) Manage staffing levels & utilization ( overall, service line and shift) Address service line failures Maintain continuous lines of communication, keeping MDs informed of all critical issues and facilitating open cooperation between onsite teams, offsite teams and account leadership Drive account adoption of best practices for processes, technology usage and management practices Responsible for ensuring that Sr Acct Manager & Acct Manager follow best practices and company guidelines in the management of staff (hire, development, discipline, termination) Accountable to ensure direct reports implement the annual merit increase in accordance with company guidelines and account budgets Responsible for managing account profitability Partner with functional teams to implement appropriate policies, internal controls, and reporting Create and promote a positive team culture that supports continuous improvement, employee development, accountability and a customer first mentality Provide training and development opportunities and serve in mentoring role for his/her direct reports Participate in company, cross client initiatives including technology projects, process improvement projects or new client implementations as assigned Job qualifications A Bachelor’s degree or equivalent experience is required Minimum 3 years of experience and a proven track record of being a recognized leader and manager of people in a national or global customer service intensive environment. Experience in business process outsourcing services to Law Firms is preferred. Demonstrated record in developing strategic growth solutions that have permanently resolved poor account revenue and gross profit growth performance Must be comfortable with “managing up” into the C-Suite developing relationships at the CAO, COO, CIO and CFO level. Established accomplishments in successfully growing volume, profitability and client satisfaction & loyalty Excellent client management skills with a service-minded approach towards the client. Must be sensitive to client needs, remaining calm and confident, even in stressful situations Proven experience in the development, implementation and management of complex multi-service solutions for clients At least one year business development experience Minimum of five years’ of successful financial management; understanding of how day-to-day and strategic decisions 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.