Senior Director of Strategic Solutions

RR Donnelley   •  

Virtual / Travel

Industry: Business Services

  •  

Not Specified years

Posted 57 days ago

This job is no longer available.

  • Responsible for overseeing two of the legal account managers and their respective portfolio of clients
  • Serve as escalated point of contact for client concerns or issue resolution
  • Understand client work demands and ensure on-site, near-site and offshore teams meet outlined service commitments and expectations
  • Create weekly/monthly Client Service Reports & actively participate in weekly/monthly client meetings with operations and/or sales teams
  • Assist in the creation of operational action plans and issue resolution
  • Establish SLA reporting with business development and client, deliver as agreed upon with the client. Review and interpret information to proactively identify and resolve issues
  • Drive the development of a process improvement plan to enhance operational and financial performance
  • Provide forecast and track/analyze revenue variance. Review service gross margin and work with sales and operations on plans to improve profitability
  • Create & approve monthly client invoice; serve as primary point of contact with client inquiries as it relates to invoice
  • Coordinate reviews of client operational metrics, translate metrics to business information, and oversee the development resulting action plans as agreed upon with the client

Employee / Team Development

  • Oversee Account Managers in the day-to-day management of activities for accounts within her portfolio
  • Build and oversee development plans for account managers to help facilitate professional growth
  • Set direction and provide oversight into key RRD internal activities to ensure consistency, accuracy, and compliance across all accounts including: Annual Performance Reviews, Goal Setting, Feedback, Hiring Approval, Training Requirements, Employee Relations, Client Management, Operational documentation, and Templates
  • Schedule and conduct periodic meetings with client senior management to understand the current business landscape, as well as upcoming changes
  • Understand the impact on the client's environment and services provided by RRD
  • Coordination and delivery of Quarterly Business Reviews across accounts within scope of responsibility
  • Understand the client's long term objectives and work with operations team to define and develop relevant goals and initiatives

Operations

  • Ensure team provides outstanding service to client, while building strong relationships
  • Screen and interview job applicants and provide orientation and training of new employees
  • Direct the work of the staff ensuring efficiency through effective utilization of assigned resources, evaluating and updating office procedures and devising alternative methods to improve workflow
  • Coordinate and oversee the day-to-day operations of the group, assign work regularly, monitor and review process and accuracy of work and provide technical guidance on more complex issues
  • Obtain and provide information related to short and long range objectives, policies, procedures and practices requiring detailed knowledge of department and/or company policies and procedures

Solutions Development

  • Analyze & interpret complex client data in multiple platforms and craft an innovative solution based on preliminary data results
  • Conduct multi-step due diligence process (initial due diligence & on-site due diligence) and incorporate results of due diligence into solution
  • Apply process, technology and staffing knowledge to develop solutions for existing and new clients
  • Design and propose solution based on client feedback, data analysis and due diligence
  • Identify opportunities for increased efficiency through new tools and techniques, (including necessary modifications needed due to regulations within a respective industry, country or region) and formulate innovative solutions to achieve these milestones
  • Gain a multifaceted understanding of the services that are delivered to clients and make recommendations to enhance the process; adding value to the client relationship
  • Establish and maintain trusted business relationships with client Executives, Senior Management, Partners and Stakeholders; coordinate and align with appropriate leaders within RRD to optimize business results
  • Understand, develop and present scenarios to senior leaders so they have the transparency and clarity around work priority and understand how to best leverage resources for optimal delivery
  • Participate in the development of IT solution plan; review business process mapping, analyses, and system changes across multiple business groups
  • Coordinate inter-department activities in regards to business process and/or applications changes
  • Stay abreast of industry trends in order to proactively identify areas for growth, improvement, and development with the capability to implement industry best practices at each respective client site

Implementation / Project Management

  • Serve as point of contact throughout the life cycle of client implementation; providing oversight to ensure recognition of client requirements including: type of service, scope of solution, required timeline, procurement needs, staffing requirements, service levels, etc.
  • Serve as the primary escalation point for new and existing client implementations
  • Define project scope, develop and manage project plans, determine necessary resources and establish project timelines
  • Meet regularly with client(s) to determine service requirements and expectations for overall satisfaction
  • Communicate deliverables related to the implementation process to the client in a coherent, professional and timely matter
  • Ensure regular and timely communication with clients regarding product schedules and deliverables
  • Recognize inefficiencies within processes and offer creative solutions to proactively address said inefficiencies
  • Work to mitigate client risks and internal risks through a comprehensive understanding of all downstream impacts of project components
  • Lead all project work streams (IT, HR, Operations, Metrics, Training, etc.) by preparing project plans, leading client calls and preparing appropriate documentation (including SOP's, whitepapers, presentations, workflows & supporting documents)
  • Work with internal & external technical resources, phone carriers, facilities personnel and partners to move solution through the implemental process in a timely and predictable manner
  • Interact with METRICS & IT team on deadlines, deliverables and success factors
  • Identify both successful and unsuccessful project elements and establish best practices for project execution
  • Assist in development of product documentation and client training (including drafting of service line SOP's, training materials & METRICS training delivery)
  • Proactively recognize and propose additional revenue opportunities to clients; engage with sales lead to assist with draft and execution of opportunity
  • Provide 'thought leadership' by coordinating and researching benchmarking studies / whitepapers, delivering presentations on strategic topics related to the services provided and consult with client on best practices provided by RRD
  • Act as the subject matter expert and assist on special projects

Business Development

  • For new clients, support the Business Development team by contributing to the proposal process though client site visits, solutions development, staff configuration recommendations, proposal content and other information as required
  • Assist the Business Development team to facilitate operational procedures and implementation processes for new service lines
  • Serve as implementation expert / SME at finalist opportunities / client proposals
  • For existing clients, lead the development of an account plan to identify new service and expansion opportunities
  • Work with sales resources to review, approve and present proposals, statements of work and quotes for services
  • Facilitate meetings with appropriate business heads and the client to finalize all pricing and contractual documents
  • Assist sales team in drafting MSA & SOW where it relates to proposed services, SLA's & KPI's