Client Operations Manager
1850 N Central Ave, Suite 500, Phoenix, AZ, 85004
May 5, 2021
email: [email protected]
Client Operations Manager Full-Time/Regular RRD Req ID 50916 The Client Operations Manager is responsible for overseeing all aspects of the services provided on a specific shift in a particular location, including staff, workflow, quality assurance, customer feedback, etc. This individual will also provide client reports and serve as the primary point of contact for service activities. The Client Operations Manager’s duties include, but are not limited to the following: • Providing full range of staff management duties to include payroll processing, time tracking, employee relations, scheduling, performance management (coaching, feedback, development planning and succession planning) and provide expertise and guidance to team members and business partners • Collaborating with the Account Manager and General Manager to develop strategy, best practices and standard operating procedures and ensure documentation is kept updated • Developing and maintain relationships with the client at all functional levels • Proactively addressing client needs by understanding their unique business needs • Developing and executing service improvement plans in response to client satisfaction feedback • Ensuring client SLA’s are met or exceeded on a monthly basis • Monitoring financial targets and ensure they are achieved on a monthly basis • Working closely with finance to prepare the client invoice • Creating and analyzing monthly management reports • Supervising quality control processes and ensuring all requirements are adhered to, including conducting spot checks on work periodically during the project lifecycle • Providing support for specialty projects as required • Maintaining open communication with employees, managers and clients Required Skills • Bachelor’s degree with a minimum of 5-10 years of experience in a manger level role in a law firm environment or High School Diploma or Associates degree with 10+ year of experience in a manager level role in a law firm environment • Expert knowledge of MS Office programs including Word, Outlook, Excel and PowerPoint • Microsoft Office Specialist (MOS) Certification a plus • Strong technology background with project management experience • Proven experience building strong, cohesive and high performing teams through effective motivation and coaching methods • Proven experience leading, developing and training staff • Enthusiasm, aptitude, organizational skills and a willingness to learn • Strong reasoning and problem solving skills • Excellent verbal and written communication skills • Ability to interact with client and team members in a professional and respectful manner RRD is an EEO/AA including Vets and Disabled Employer
How to Apply:
• Use provided link: https://www.rrd.com/about/careers/job-search • Enter RRD Req Number in the search bar. Select the position and apply. • On second page, make sure to select "College Recruiting" (if student).