Office Services Manager

About the role

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.

The Office Services 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.

Responsibilities

• Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
• Develop a highly functioning client team through people leadership
• Responsible for full 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, and talent management
• Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs), and expected quality of work
• Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication
• Foster cross-training and a sense of teamwork to optimize client service delivery
• Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals
• 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
• 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
• Review monthly P&L and submit necessary changes to financial analyst, review all labor allocations, manage overtime and time-off to avoid non-billable charges
• Create and distribute monthly invoice, ensuring it meets contractual requirements, participate in the budget process, and ensure all operational processes are managed to timeline and budget
• Manage relationships with clients by ensuring a high level of customer satisfaction, create and present monthly Client Service Review (CSR), solicit feedback from clients, and educate clients on Williams Lea services
• Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users, and escalate opportunities to manager

Qualifications

• 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
• 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 how day-to-day and strategic decisions that impact 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

Benefits

• Medical, dental, and vision coverage
• Paid time off
• Disability insurance
• 401(k) with company match
• Life insurance and other voluntary supplemental insurance coverages
• Parental leave, adoption assistance, tuition assistance, and employer/partner discounts

Pay

RRD's current salary rate for this role is $68,500 / 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.

Schedule

Shift: M-F, 8:00am to 5:00pm