( denotes an “essential function”)Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employeesPeople Leadership – develop a highly functioning client teamResponsible 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 managementEnsure 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 necessaryEngage 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 developmentFoster cross-training and a sense of team work to optimize client service deliveryOperational Leadership – ensure account meet or exceed client expectationsEstablish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performanceEnsure Engage is implemented and utilized by team according to best practicesUnderstand how Engage operates, the data it requires and generates.Utilize Engage output for client reporting at an expert level and use data to manage team, workflow, quality and individual performanceDrive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; timely resolve issues escalated by the clientManage 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 Financial and Contractual ManagementReview monthly P&L and submit necessary changes to financial analystReview all labor allocations; manage over-time and time-off to avoid non-billable chargesCreate and distribute monthly invoice, ensuring it meets contractual requirementsParticipate in the budget process; ensure all operational processes are managed to timeline and budget Customer & Account Leadership –Manage relationships with clients by ensuring a high level of customer satisfactionContribute to monthly Monthly Information Report (MIR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-makingSolicit feedback from clients (client outreach) regularlyEducate clients on Williams Lea services already provided and those available through strong sense of the client’s business and the impact our services may have on their successIdentify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – escalate opportunities to managerOtherParticipate or lead due diligence, implementation (people, process, technology) for new business within own client account(s); participate on other or new client accountsAdhere to Williams Lea policies in addition to client site policies