Job Description

This individual is primarily responsible for leading/managing one large Phoenix based client while supporting the locally based Directors focusing on talent and service delivery. The BD will provide operational oversight to ensure smooth day-to-day performance while escalating matters of concern to the SVP or the responsible MD. This role requires a strategic leader who has the knowledge and experience to anticipate client needs, understand the market environment, and identify new business opportunities. Senior-level client engagement and consultative skills are a prerequisite for success, as is working closely with Operations to ensure effective service delivery and talent development.

Base Salary: $160,000 - $170,000 (non-negotiable budgeted)

Location: Phoenix, AZ (on-site)

Reports To: Sr. VP of AMS Legal Services

Travel: Approximately 10% (primarily between Phoenix and New York)

Shift Schedule: Monday - Friday, 830AM - 530PM

NOTE: requires meeting with 2nd and 3rd shift team members a couple of times a year

Key Responsibilities

• Supervision
  • Business Director will have four (4) direct reports.
  • Two (2) Account Directors,
  • One (1) General Manager and
  • One (1) Account Manager

• Working conditions
  • Position operates at sites with maximum of 24/7 operations. Individual shift requirements will vary by site.
  • Work is performed in a professional work environment and/or work from home setting.
  • Business casual and/or professional attire required

• Job relationships
  • Internal: This position works closely with SVP, Managing Directors, Account Director
  • External: This position works closely with operational client contacts and vendors.

• Job Duties: (* denotes an "essential function"*)
• • *Manage one large client account with team members in two Service Delivery Centers with revenues that exceed $8M annually
  • Provides guidance and support to Account Directors and General Manager regarding talent development, service delivery and client satisfaction
  • *People Leadership - lead, develop and empower highly functioning client teams
    • *Provide oversight and support for the selection, induction, development, retention, motivation and performance of direct and indirect reports
    • *Provide training and development opportunities and serve in mentoring role for direct reports and ensure managers provide similar support for supervisors, workflow coordinators and associates on their teams
    • *Manage operations staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
    • Foster a data driven culture of collaboration and accountability while promoting a safe and enjoyable work environment

• Operations leadership - ensure accounts meet and or exceed client expectations

• Customer & account leadership - maintain appropriate communications channels with the clients, the field and offsite leadership

• Other
  • Partner with functional teams to implement policies, internal controls, and reporting
  • Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
  • Highlight operational, compliance and financial risk areas
  • Participate as a key project team member in new business implementation
  • Follow delegations of authority for operations team

• Sector Leadership
  
  • Establish sector platform, set sector strategy, develop proposition, and execute action plan.*
  • Ownership of P&L, budget & EBIT delivery for sector.*
  • Instill a growth culture across the sector.
  • Deliver on sector annual growth targets.*
• Client & Market Development
  
  • Establish and cultivate industry relationships that can be leveraged to develop new business.
  • Acquire and develop long-term relationships with key strategic clients at the executive (decision maker) level.*
  • Develop growth plan for the sector leveraging market trends and industry intelligence.*
  • Establish target list of prospective clients (in partnership with BD) and develop a portfolio of new business.*
  • Establish target list of revenue streams with existing clients to support growth strategy.*
  • Partner with Business Development, Operations, and functions to design and deliver saleable business solutions for both new and existing clients.*
  • Lead client opportunities as the sector head - including RFP processes, consultancy reviews, audit activities through to contract close.*
  • Understand client's business priorities to effectively and expeditiously sell WLT services.
  • Sell full suite of WLT services with a focus on creative and strategic offerings related to the needs of the sector.
  • Ensure the sales-to-contract process is followed, including the updating of Salesforce.com.*
  • Lead contract negotiation process.
• Strategic & Financial Oversight
  
  • Identify sector investment priorities. Create business case for investment and measure ROI.
  • Manage client segmentation (separations and investments).
  • Responsible for client retention by maintaining senior-level relationships allowing proactive identification of client risks or opportunities and work with operations teams to effectively respond to these client needs.
  • Ensure account plans and relationship maps are understood at key accounts and executed by all relevant teams.
  • Ensure the Client Feedback Program is leveraged and action plans are developed sector-wide.
  • Consistent quarterly business & relationship reviews completed and action plans developed by client services team.
  • Ensure the business is clear about sector target metrics and support their achievements.

Qualifications

• Be alert to market opportunities, anticipating, exploiting, and cross-selling effectively.
• A Bachelor's degree is required; an advanced degree is a plus.
• 10+ years' experience with a proven track record as a manager of people in a national or global customer service, outsourcing, or professional services environment; demonstrated leadership ability (mentoring, developing, coaching).
• Five+ years of business development experience interfacing with senior-level client contacts; demonstrated ability in developing senior-level client relationships and delivering new business.
• Ability to lead a client through all phases of the sales cycle.
• Ability to explain technical concepts to a non-technical audience.
• Five+ years of P&L management responsibility; understanding of how day-to-day/strategic decisions impact P&L.
• Proven experience in the development, implementation, and management of complex multi-service solutions for clients.
• Comfort leading in a matrix management structure and ability to deal with ambiguity.
• Possess a clear track record of growing business with current and prospective clients with focus on profit (EBIT) and client satisfaction.
• Excellent communication and presentation skills.
• Willingness to travel as necessary (approximately 10%).

Additional Information

The national pay range for this role is $172,400 to $275,800 annually. The pay range may be slightly lower or higher based on the geographic location of the hired employee. The actual pay offered may vary based upon, but not limited to: education, skills, experience, proficiency, performance, shift and location. In addition to base salary, depending on the role, the total compensation package may also include participation in a bonus, commission or incentive program. RRD offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, maternity leave, adoption assistance, and employer/partner discounts

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