Operations Manager - Legal

Job Description

Job Description

Company Description

Williams Lea, by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries.

We’re a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we’re the behind-the-scenes team making everything run smoothly.

Job Description

Pay : $90,000

The Operations 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.

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

Financial and Contractual Management

Customer & Account Leadership –

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

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 :

Additional Information

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.

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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