What You'll Do:
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Ensure total client satisfaction for assigned portfolio by managing a team of Account Representatives in the performance of their assigned responsibilities, holding them accountable for managing complex operational projects for clients of high strategic importance to Lessen
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Achieve the client’s and Lessen’s financial objectives by evaluating the urgency and efficacy of requested work, determining appropriate resolutions of issues, and controlling to release of work to vendors; exercise budgetary approval authority and holds team members accountable for managing the client’s budget within the assigned portfolio to the client’s financial benefit
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Develop professional relationships with client’s operational and functional managers and communicate the costs and benefits associated with service performance to ensure the client’s funds are allocated efficiently to meet their needs
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Guide team members in the development of professional relationships with clients and vendors through collaborative communication, effective action on feedback, and occasional site visits
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Closely monitor the operational and financial performance of all assigned operational teams to identify the root causes of process, approach, and/or program deficiencies; recommend resolutions to increase the client’s operational and financial efficiency
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Enable and motivate team to proactively develop and implement solutions to complex and challenging client requirements that fall outside of standard procedure and historical precedent
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Proactively manage direct reports’ response to client escalations in order to achieve resolution as quickly as possible, while escalating the most complex and consequential issues to department leadership with actionable recommendations for solutions
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Identify the need to become engaged in potential issues prior to client escalation and work with team members to resolve high-priority issues; correctly identify issues that require escalation to department leadership, and raises them alongside actionable recommendations for solutions
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Facilitate the two-way flow of information between team members and department leadership by maintaining continuous effective communication, leading team meetings, and providing complete and accurate team reporting to department leadership
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Assist in the development and implementation of analysis tools to help the operations department identify trends and implement best practices for both internal and client business processes
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Assist department leadership in the development and implementation of data tools to measure, track, and set standards for team performance; adhere to these goals and standards
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Use KPIs and other quantitative indicators to manage team’s workflow and hold team members accountable to performance standards
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Supervise team members’ work product and performance for quality, accuracy, and adherence to Lessen policy
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Supervise and coach reports in preparation and delivery routine and ad hoc communications and qualitative reports to the client that are impactful and of high professional standards
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Develop team members’ professional knowledge and competencies to continuously improve their performance and prepare them to take on increasing responsibility
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Review team members’ performance; provides informal in-stride counseling and formal feedback at prescribed intervals
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Contributes to the positive financial performance of the department by contributing to high service throughput volume and effective management of vendor costs
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Ensures confidentiality of internal and external data
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Performs ad-hoc projects and other duties as assigned
What You'll Need:
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Bachelor’s Degree
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2-5 years of related, progressive work experience required
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Prior people management experience a plus
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Experience in call center or customer service management a plus
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Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields a plus
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Proficient in basic people management processes
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Proficient in leading a small team on a day to day basis, within a broader organization structure
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Computer Skills: Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required
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Familiarity with Tableau or other data visualization packages a plus