Company Description
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
Job Description
The Administrative Services Supervisor is an independent leader providing exceptional customer service to our clients by delivering timely and accurate administrative support at an advanced level. The role is responsible for the day-to-day oversight of administrative services for a shift or site. The supervisor empowers and enables their team to execute service delivery, deliver operational excellence, and supports their team members’ growth and development.
(* denotes an “essential function”)
- Supervise the team’s day-to-day work assignments in administrative services, including, but not limited to, answering phone lines, providing customer service, supporting specialized projects using established procedures, standards, and formats to edit, proof, convert, create, transcribe or otherwise complete document production requests and data entry for expenses/time/invoices and other areas as needed; includes supervision of projects and ad hoc requests to ensure efficient, accurate completion within deadlines
- Ensure quality service delivery through standard operating procedures, alignment with account plan, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
- Respond to customer inquiries in a timely and professional manner; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client to ensure a high level of customer satisfaction
- Responsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, development planning for key roles, and off-boarding management
- Ensure team member compliance with company and client policies, service level agreements (SLAs) and expected quality of work, utilize corrective action when necessary
- Enable team members to perform through setting goals and objectives, identifying priorities, and providing regular and consistent communication using ongoing performance feedback, individual and group meetings
- Supervise staffing and workflow volumes; use workflow management system to effectively utilize headcount based on work volumes and allocate staffing resources by shift or service line accordingly
- Execute required administrative reports, activities, processes related to the people and/or production both on time and in accordance with appropriate standards of operation
- Interacts with clients over the phone, via video or electronically.
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Support manager with P&L activities; understand impact of overtime and time-off to avoid non-billable charges
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May support materials included in monthly Client Service Review (CSR) or Quarterly Business Reviews (QBRs)
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Have a strong knowledge of the client’s businesses and the impact of our services
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Foster cross-training and a sense of team work to optimize client service delivery
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May train more junior staff members, as needed
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Adheres to Williams Lea policies in addition to client site policies.
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Uses equipment and supplies in a cost-efficient manner.
Qualifications
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Bachelor’s degree or equivalent experience required
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(2) years of supervisory experience strongly preferred. Minimum of 1 year supervisory or leadership experience required.
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Minimum (4) years or more of administrative support experience in a professional organization, preferably in the legal or banking industry; or experience performing administrative duties for a Williams Lea client operation for a minimum of (3) years or more.
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Advanced skills in the use MS Office software (Word, Excel, PowerPoint); strong keyboarding and typing skills
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Familiar with other software programs for providing administrative support
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Strong attention to detail; ability to work on multiple projects simultaneously
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Ability to work in a fast-paced, environment while meeting deadlines and completing all projects in a timely manner
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Ability to handle sensitive and/or confidential documents and information
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Ability to make independent decisions that conform to business needs and policy
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Ability to troubleshoot complex or advanced tasks or concerns independently
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Ability to discern when a problem or issue requires escalation to the supervisory level
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Ability to maintain professional composure when working with immediate deadlines
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Ability to work both independently and collaboratively as part of a team
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Extensive experience in business terminology, document production formats; skill and efficiency in use of reference resources
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Attention to detail with emphasis on accuracy and quality; able to coordinate across the team and work on multiple projects simultaneously while ensuring quality results
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Excellent verbal and written communication and interpersonal skills necessary to communicate questions and/or suggestions to client and other team members in a professional and customer service-oriented manner
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Good judgment and organizational skills with sound decision-making ability and solutions-oriented approach with the ability to ask for and follow directions
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Ability to work both independently and collaboratively as part of a team; self-motivated to ensure own production
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Proficient in the use of equipment/technology/software and hardware necessary to perform job functions
Additional Information
RRD's current salary range for this role is $53500-80200 / 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.
RRD is an Equal Opportunity Employer, including disability/veterans
At RRD, we value innovation, authenticity, and integrity. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools during interviews to ensure an authentic and secure experience. We appreciate your cooperation as we work to maintain a transparent and equitable hiring process.
All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.
