Manager - Account Ops 1 - RR Donnelley

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

The GOC Account Manager will generally oversee a portfolio of client accounts and site operations. This position will foster and grow client relationships, create and execute strategic plans, and provide operational oversight to assigned operational teams.

Responsibilities:

• Operations Management Oversee supervisors/leads direct reports in the day-to-day management of activities
• Set direction and provide oversight into key RRD internal activities to ensure consistency, accuracy, and compliance across accounts.
• These activities include but are not limited to:

1. Annual Performance Rating / Goal Setting / Employee Feedback Process Hiring Approval for Client Facing Positions
2. Adherence to RRD Training Requirements
3. On-Site Team Bonus / Merit / Incentive Programs
4. Client Events / Team Event
5. Compliance Training

• Drive operational efficiencies and initiatives to ensure client satisfaction and organic growth
• Manage all finance-related activities including accrual reporting, vendor invoice processing, client billing, and payroll
• Monitor revenue and costs to maintain RRD target profitability
• Develop, plan, and deploy Business Continuity Plan to ensure minimal service interruption

Client Relationship Management

• Primary escalation point for the client for operational issues and customer inquiries
• Understand client work demands and ensure on-site, near-site, and offshore teams meet outlined service commitments and expectations
• Ownership of the client communication strategy in collaboration with each customer
• Coordinate weekly/monthly client meetings with operations and/or sales teams. Assist in the creation of operational action plans and issue resolution
• Establish SLA reporting with the operations team and client, and work with the Operations team to deliver as agreed upon with the client.
• Review and interpret information to proactively identify and resolve issues Coordination and delivery of Quarterly Business Reviews across accounts within the scope of responsibility
• Assist Business Development in the creation of and track annual account plans to promote relationship mapping, organic revenue growth, and client satisfaction
• Support operations team to coordinate the development of a process improvement plan to enhance operational and financial performance
• Track/analyze revenue variance Ownership of RRD's account strategy to meet client's goals and ensure consistency, accuracy, and compliance across all accounts.
• These activities include: Schedule and conduct periodic meetings with client senior management and Business Development to understand the current business landscape, as well as upcoming changes.
• Understand the impact on the client's environment and services provided by RRD
• Understand the client's long-term objectives and work with them to define and develop relevant goals and initiatives
• Coordinate reviews of client operational metrics, translate metrics to business information, and oversee the development of resulting action plans as agreed upon with the client.
• Facilitate operational planning for upcoming client business events
• Provide 'thought leadership' by coordinating and researching benchmarking studies/whitepapers, delivering presentations on strategic topics related to the services provided, and consulting with clients on best practices provided by RRD
• Develop a trusted relationship with the client, enabling issues and opportunities to be addressed with a spirit of partnership

Client Development

• Gain a deep understanding of the services that are delivered to our clients and make recommendations to enhance the process in turn bringing added value to the client relationship
• Apply process, technology, and staffing knowledge to assist in the development of solutions for existing and new clients
• For new clients, support the Business Development Director by contributing to the proposal process through client site visits, solutions development, staff configuration recommendations, proposal content, and other information as required
• For existing clients, support the development of an account plan to identify new service and expansion opportunities.
• Work with sales resources to review, approve and present proposals, statements of work, and quotes for services.
• Facilitate meetings with appropriate business heads and the client to finalize all pricing and contractual documents
• Provide implementation support to ensure that client requirements are understood including service solutions, required timeline, procurement needs, staffing requirements, service levels, etc.

• Bachelor's degree preferred with a minimum 5 years of relevant industry BPO work experience
• Ability to work in a fast-paced environment that handles time-sensitive and secure transactions
• Must possess strong people management skills Ability to manage multiple projects and relationships simultaneously
• Detail-orientated and able to support a team of client service specialists
• Excellent writing skills are essential Strong interpersonal and communication skills including a firm and patient demeanor
• Ability to anticipate customers & needs and match them with appropriate products and service
• Knowledge of the client industry and its standards and processes
• Previous experience/general understanding of client-focused solutions and account management
• Strong project management experience, and knowledge including strategic planning, sales support, product design, service application, logistics, and marketing
• Domestic and international Business Process Outsourcing (BPO) experience
• Proficient in MS Office Suite (including Word, Excel, and PowerPoint)

All your information will be kept confidential according to EEO guidelines.

RRD is an Equal Opportunity Employer, including disability/veterans