Account Supervisor

Columbus, OH, United States

Williams Lea is hiring for a Document Production Supervisor for our Columbus, OH office to work the following shifts: Monday to Friday 7:00 am to 4:00 pm Monday to Friday 2:00 pm to 11:00 pm Pay: $58,240/year Benefits: Various health insurance options & wellness plans (Medical, Dental, Vision, Prescription Drug)

401k Retirement Savings Plan Including Employer Match

Paid Time Off (PTO)

Life Insurance

Paid Parental Leave

Short-term & Long-term Disability

Healthcare & Dependent Care Flexible Spending Accounts

Domestic Partner Coverage

Commuter Benefits

Legal Assistance

Employee Assistance Program (EAP)

Access to on-site Gym and Café

Company Provided Parking

Additional Employee Perks and Discounts

Job duties (* denotes an “essential function”)

Supervise the team’s day-to-day work assignments in document production services, including but not limited to document production, word processing, proofreading; includes supervision of projects and ad hoc requests to ensure efficient, accurate completion within deadlines

Ensure quality service delivery through standard operating procedures, alignment with account plan, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance

Respond to customer inquiries in a timely and professional manner; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client to ensure a high level of customer satisfaction

Responsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, planning for key roles, and off-boarding management

Ensure team member compliance with company and client policies, service level agreements (SLAs) and expected quality of work, utilize corrective action when necessary

Enable team members to perform through setting goals and objectives, identifying priorities, and providing regular and consistent communication using ongoing performance feedback, individual and group meetings

Supervise staffing and workflow volumes; use workflow management system to effectively utilize headcount based on work volumes and allocate staffing resources by shift or service line accordingly

Execute required administrative reports, activities, processes related to the people and/or production both on time and in accordance with appropriate standards of operation

Support manager with P&L activities; understand impact of overtime and time-off to avoid non-billable charges

May support materials included in monthly Client Service Review (CSR) or Quarterly Business Reviews (QBRs)

Have a strong knowledge of the client’s businesses and the impact of our services

Foster cross-training and a sense of team work to optimize client service delivery

May train more junior staff members, as needed

Job qualifications A Bachelor’s degree or equivalent experience is required

2+ years’ experience supervising, preferably in a legal, banking or other large corporate environment preferred

3+ years’ experience in legal document production or legal word processing preferred

Advanced knowledge of software within MS Office with ability to create, format, edit charts, graphs, styles, table of contents, macros, etc.

Strong in grammar and composition rules required for editing and proofreading

Use of manager self-service systems and experience with centralized HR functions preferred

Basic financial understanding of how day-to-day decisions impact P&L

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

Excellent client service skills with a service-minded approach toward the client

Able to make independent decisions that conform to business needs and policy

Detailed and organized; demonstrated experience prioritizing competing requests in a fast-paced environment and under tight deadlines

Exceptional communication skills, both written and verbal

Must be able to interact effectively with multi-functional and diverse backgrounds

Must be self-motivated with positive can-do attitude

Able to handle sensitive and/or confidential documents and information

Who we are: In a rapidly changing world, the ability to innovate and break new ground drives progress. Williams Lea has harnessed this ability for more than 200 years. Our 5,200+ talented employees worldwide are experts in delivering efficient business processes in complex and highly regulated environments. We’re always progressing. Connecting technology with expertise and strong processes to transform support services. As we enter our third century, we continue helping businesses thrive in a future driven by digitization and virtualization. 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. #acc

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