Williams Lea, by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries.

We’re a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we’re the behind-the-scenes team making everything run smoothly.

Within our Solutions team, this role supports key sectors and service lines by developing and applying solutions for our clients. This role acts as an expert for the designated sector and service line. As such, the role supports business development and operations teams in both new business and existing accounts to deliver profitable solutions that are fit for purpose. The role will be engaged in full implementation exercises, from due diligence to go-live, including internal and external planning, guidance, execution and governance in line with operational and commercial requirements.

Job duties

( denotes an “essential function”)

• Expert in sector, service, solution to coordinate and translate inputs to outputs like assessment findings, discussion points, or prospective solutions.
• Establish what quality service delivery looks like for the solution at hand, may include advising standard operating procedures, account planning, metrics and goals to ensure client satisfaction and exceptional employee performance
• Oversees training plans, implementation plans, and/or standard operating procedures for accounts in the key sector or service where the solution exists
• Coordinates and prepares with the Global Solutions Director and Solutions team during due diligence activities and solutions preparation; especially for more complex deals
• Gathers information in the field, conducts due diligence and discovery for the solution as it applies to the sector or service.
• Identifies opportunities for profit enhancement through process efficiency
• Coaches internal operational teams, as appropriate, regarding the evolution of the service solution, value proposition, and delivery requirements
• Develops and maintains relationships with internal and external stakeholders involved in key projects
• Provides subject matter expertise support to appropriate parties for strategic sales opportunities, business development, RFPs or as otherwise requested
• Coordinates the solution development, commercial proposal and related inputs for internal approval and client presentations
• Identifies client resources required to successfully deliver the assessment opportunity
• Identifies and documents gaps, risks and assumptions for all solutions
• Documents decisions and go forward terms for benchmarking, as applicable
• Creates and manages a “knowledge book” detailing new business engagements as it pertains to solution
• Actively collaborates with other teams, including IT, to enhance existing platforms, explore new technologies that will enhance our ability grow top line.
• Encourages innovation, ideas and input regarding service improvements from all employees
• Ensures that communication is effective and sharing of knowledge is routine
• Challenges the status quo, where appropriate, and seeks innovative service solutions
• Regularly report on achievements and issues using the prescribed technology / tools, escalating issues where required
• Continually develop knowledge and skills to maintain and improve personal performance and effectiveness in a changing environment
• Ensure solution is positioned to drive continuous improvement for clients
• Significant contribution and oversight to due diligence, implementation (people, process, technology) for new business within client account(s)
• Adhere to Williams Lea policies in addition to client site policies

• A Bachelor’s degree or equivalent experience is required
• Over 6 years’ experience and a proven track record of being a recognized leader providing services in areas of legal or banking, projects or industries of similar responsibilities and complexities required
• Demonstrated record implementing solutions that provide elevated service or continuous improvement to gain, extend or sustain contract performance
• Excellent client service skills with a service-minded approach toward the client
• Offers operations experience and perspective for Williams Lea’s service offering for lines of service or solutions
• Proven experience in the delivery and management of complex or multi-service solutions for clients
• Experience working in a strategic context with proven ability to translate due diligence and discovery into solutions delivery.
• Effectively develops and delivers training plans and Standard Operating Procedures to new and existing teams in order to provide the most innovative and efficient service.
• Financially and commercially astute; possesses ability to analyze requirements and implement advantageous cost or operational recommendations to internal or external stakeholders.
• Effectively interacts with and negotiates with internal and external stakeholders.
• Possesses strong communication skills; able to communicate effectively both in person and in writing, contributing to presentations for internal and external stakeholders at senior levels, training new or existing employees.
• Effectively navigates sensitive client conversations to encourage consensus on key issues.
• Able to coordinate teams across a matrix/virtual environment to their optimal levels.
• Is a problem solver, proposes options to the appropriate parties in order to make effective decisions.

RRD's current salary range for this role is $98100 to $156900/ year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

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.

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans