Sr. Manager - Client Accounts (Financial Services)

About the role

Williams Lea by RRD is a global business support services company with over 200 years of experience delivering world-class business solutions. We specialize in skilled administrative support, document production, presentation design, and marketing and communications services to leading companies, particularly within legal, financial, and professional services industries. As a people-powered organization with a presence in North America, the UK, Europe, and Asia Pacific, we help clients operate more efficiently and effectively.

The Sr. Manager - Client Accounts is an operations leader who communicates a vision for how Williams Lea best serves clients across national or multiple service offerings. This role empowers and enables their team to execute service delivery, deliver operational excellence, implement optimized cost-to-serve models, apply continuous improvement initiatives, and drive team growth and development.

Responsibilities

• Oversee contracted operations to ensure the needs of the contract and client are met while addressing employee needs (essential function).
• People Leadership:
  • Develop a highly functioning client team.
  • Manage the full employee lifecycle for direct and indirect reports, including interviewing, hiring, onboarding, training, professional development, performance management, goal setting, talent management, succession planning, and off-boarding.
  • Ensure compliance with company and client policies, SLAs, and quality standards; use corrective action when necessary.
  • Engage in regular communication with employees through team meetings and 1:1s to discuss expectations, performance, and progress.
  • Foster cross-training and teamwork to optimize client service delivery.
• Operational Leadership:
  • Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics.
  • Ensure Engage (workflow management system) is implemented and utilized according to best practices.
  • Utilize Engage output for client reporting and data-driven team, workflow, and performance management.
  • Drive continuous improvement; proactively communicate issues and solutions to clients and managers.
  • Manage staffing and workflow volumes; justify headcount based on work volumes and allocate resources by shift or service line.
• Financial and Contractual Management:
  • Review monthly P&L and submit necessary changes to the financial analyst.
  • Manage labor allocations, overtime, and time-off to avoid non-billable charges.
  • Create and distribute monthly invoices, ensuring contractual compliance.
  • Participate in the budget process; manage operational processes to timeline and budget.
• Customer & Account Leadership:
  • Manage client relationships to ensure high customer satisfaction.
  • Create and present monthly Client Service Reviews (CSR); propose process improvements based on data.
  • Solicit regular client feedback and educate clients on available Williams Lea services.
  • Identify opportunities for account growth, new services, or resolutions to client challenges; escalate opportunities to management.
• Participate in or lead due diligence and implementation (people, process, technology) for new business within client accounts.
• Adhere to Williams Lea and client site policies.

Working conditions

Work is performed in a professional office environment. Adherence to business/client dress codes is required. Hazards include working with office machines (computers, peripherals, copiers, faxes, scanners, bindery equipment, paper cutters) and cleaning supplies.

Requirements

• Bachelor’s degree or equivalent experience.
• Over 6 years of experience as a recognized leader and manager of people in a customer service-intensive environment.
• Proven track record of implementing solutions to resolve poor client, service, or contract performance or improve/sustain satisfactory performance.
• Excellent client service skills with a service-minded approach.
• Experience delivering and managing complex or multi-service solutions for clients.
• Minimum of 4 years of successful financial management; ability to make independent financial decisions impacting P&L.
• Minimum of 4 years of people management experience, supporting the full employee lifecycle (onboarding to offboarding).
• Experience with manager self-service systems and centralized HR functions.
• Ability to foster a high-performance team culture focused on continuous improvement, learning, and client satisfaction.
• Strong attention to detail and organizational skills; ability to meet deadlines.
• Ability to handle sensitive/confidential information and make independent decisions aligned with business needs and policy.
• Effective interaction with multi-functional and diverse teams.
• Ability to work in a fast-paced environment; self-motivated with a positive, can-do attitude.
• Intermediate to expert-level Microsoft Office skills.

Pay

RRD's salary range for this role is $99,100–158,500 per year. The range may be adjusted based on geographic location and may change in the future. Compensation decisions are based on education, skills, experience, proficiency, performance, shift, and location. In addition to base salary, total compensation may include participation in a bonus, commission, or incentive program.

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.
• Employer/partner discounts.