Responsibilities
- Lead and supervise contracted operations to fulfill contractual obligations and client expectations while supporting employee needs.
- Provide strong leadership to build and maintain a high-performing client-facing team.
- Manage the full employment lifecycle for direct and indirect team members, including recruitment, onboarding, training, performance reviews, development planning, succession planning, and offboarding.
- Ensure team members comply with organizational and client policies, service level agreements, and quality standards, applying corrective actions when needed.
- Maintain consistent and open communication through regular team and one-on-one meetings to share updates, set expectations, and review progress.
- Promote cross-training and collaboration to enhance service delivery and team resilience.
- Drive operational excellence to meet or exceed client expectations.
- Implement and maintain high-quality service delivery using standard procedures, strategic planning, and performance metrics to ensure client satisfaction and strong team output.
- Ensure the team properly adopts and uses the Engage platform in line with best practices.
- Understand Engage’s functionality, data inputs, and reporting capabilities.
- Leverage Engage data at an expert level for client reporting and to guide team management, workflow optimization, quality control, and individual performance tracking.
- Lead continuous improvement initiatives, proactively identify risks, inform stakeholders of issues, propose solutions, and resolve escalated client concerns promptly.
- Oversee staffing levels and workflow distribution, using workflow systems to justify staffing needs and allocate resources by shift or service area.
- Analyze monthly profit and loss statements and submit required financial adjustments to the analyst.
- Monitor labor distribution, control overtime, and manage time-off to minimize non-billable costs.
- Prepare and issue monthly invoices in compliance with contract terms.
- Contribute to budget planning and ensure operations align with timelines and financial targets.
- Build and maintain strong client relationships focused on high satisfaction.
- Develop and deliver monthly Client Service Reviews, using data insights to suggest process improvements and client benefits.
- Regularly gather client feedback through structured outreach efforts.
- Inform clients about current and available services by understanding their business goals and how service delivery impacts their success.
- Identify and escalate opportunities for account expansion, new service offerings, or solutions to client challenges through client interactions.
- Lead or support due diligence and implementation activities for new business within assigned accounts, including people, processes, and technology integration.
- Comply with all organizational policies and client-specific site requirements.
Other
- Requires 5% to 6% travel.
- Work takes place in a professional office setting.
- Must follow business and client dress code policies.
- Potential hazards include use of office equipment such as computers, printers, copiers, scanners, bindery tools, paper cutters, and exposure to cleaning supplies and toner.
