Account Manager - Print and Office Services at RR Donnelley

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Jul, 26

Salary

100000.0

Posted On

17 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People leadership, Print management, Customer service, Office services management, Operational excellence, Financial management, P&L management, Workflow management, Continuous improvement, Client relationship management, Data analytics, Microsoft Office, Performance management, Strategic planning, SLA management, Team development

Industry

Marketing Services

Description

Company Description RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey. Job Description Position Summary The Reprographic Account Manager is an operations leader who will communicate a vision for how Williams Lea best serves our clients across single or multiple service offerings, and who empowers and enables their team to bring that vision to life. The role focuses on executing service delivery, delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team growth and development. This role requires people management, print management, customer service, and office services management experience. national or multiple service offerings, and who empowers and enables their team to bring that vision to life. The role focuses on executing service delivery, delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team growth and development 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 meet or exceed 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 *Provide reporting metrics for performance and SLA’s for Monthly and Quarterly reports / meetings *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 Statement of other duties This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Working conditions Work is performed in a professional work environment. Adhere to business/client dress codes. Hazards include working with office machines (computers, peripherals, copiers, faxes, scanners, bindery equipment, paper cutters, paper, toner) and cleaning supplies. Qualifications Job qualifications This is an onsite position Monday to Friday 9AM to 5:30PM A Bachelor’s degree or equivalent experience is required Over 5 years’ experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment Proven Print service management experience, multiple locations and different office services Ability to manage ordering and management of supplies – paper, binding supplies, binders, equipment etc. Experience in client management across different locations in the US and globally Demonstrated record implementing solutions that have resolved poor client, service or contract performance or difficult situations, or have improved or sustained satisfactory contract performance Excellent client service skills with a service-minded approach toward the client Proven experience in the delivery and management of complex or multi-service solutions for clients Minimum of two years of successful financial management; general understanding of day-to-day and strategic decisions and their impact on P&L Able to make independent financial decisions for scope of responsibility Minimum of two years people management experience supporting employee lifecycle from onboarding to offboarding; use of manager self-service systems and experience with centralized HR functions Able to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfaction Attention to detail with demonstrated organizational skills Must be able to meet deadlines and complete all projects in a timely manner Able to handle sensitive and/or confidential documents and information Able to make independent decisions that conform to business needs and policy Must be able to interact effectively with multi-functional and diverse backgrounds Able to work in a fast-paced environment Must be self-motivated with positive can-do attitude Intermediate to expert level Microsoft Office skillset Supervision Number and title(s) of direct reports (if any): 13 direct reports, including Supervisor(s) and/or Associate(s) Received: Director of Operations, Senior Director of Operations, Account Director, Senior Account Director Portfolio: Gross Profit less than 100K USD; Less than $1M USD; Coverage: single location, single client, multiple service lines, multi-shifts Additional Information RRD's current salary range for this role is $85,000 to $100,000/year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts Shift: Monday through Friday, 9am to 5:30pm #GOC #LI-0925 #WLNAT #li-onsite All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen. RRD is an Equal Opportunity Employer, including disability/veterans Compensation: USD 85000 - USD 100000 - yearly

Responsibilities

The Account Manager oversees contracted operations to ensure client needs are met while leading a team to deliver operational excellence. Responsibilities include managing the full employee lifecycle, financial performance, and client relationships to drive continuous improvement and service quality.