National Office Service Account Manager

Job Title

Hartford, CT, USA | Salary: 85000-100000 per year | Full Time

Responsibilities:

• Manage services in multiple states/locations to ensure that Service Level Agreements (SLAs) and quality metrics are met in accordance with client objectives.
• Ensure office services are being handled according to expectations and with necessary expediency; manage workflow and productivity.
• Supervise staff including daily activities, goal setting, team meetings, performance reviews, and hiring and disciplinary activities when needed.
• Monitor and approve time cards weekly for the enterprise; prepare payroll reports.
• Capture volumes for services provided; prepare monthly and quarterly reports.
• Partner with client leadership to discuss issues and recommend solutions; ensure appropriate and consistent use of metrics and their definitions within the designated sites.
• Ensure staff is meeting quality and productivity standards at all times; production targets are met daily, weekly, and monthly.
• Identify and recommend service enhancements and value adds to the client.
• Maintain procedures and operational structure, evaluate and modify performance measures that are necessary to ensure execution of client objectives.
• Troubleshoot and resolve non-routine customer complaints; inform and collaborate with Director of Operations.
• Ensure training materials are developed and implemented, and that staff is trained to support the delivery of client products and services.
• Learn and support all core functions of the operation: Mail, print, shipping and receiving, switchboard, and special events.
• Provide exceptional customer service at all times.
• Other duties as assigned by Director of Operations.

Qualifications:

• 4-Year college degree is preferred; or equivalent experience in related field.
• 2-3 Years progressively responsible work experience managing a large service/operations unit.
• Strong proficiency in Microsoft Product Suite; Word, Excel, PowerPoint, Outlook, and Teams.
• Demonstrated ability to partner with all levels of management and foster strong working relationships.
• Strong analytical skills to assess operations, problem solve, and develop appropriate solutions/improvements.
• Exceptional leadership expertise and demonstrated track record of creating employee engagement, hiring, retaining, and developing staff.
• Proven track record in a team environment, leading productive relationships with colleagues, team members, management, and clients.
• Strong ability to plan, prioritize, and successfully execute multiple projects and deliverables with little or no oversight.
• Demonstrated ability to manage remote teams.
• Demonstrated ability to balance tactical business needs with strategic decisions.