Account Manager - Legal
Core
Operations leader responsible for executing service delivery, ensuring operational excellence, and managing client relationships for Williams Lea's outsourced operations.
Role type
Senior Account Manager (Operations & People Leadership)
Builds
Optimized cost-to-serve models, high-performing client teams, and exceptional client service delivery.
Domain
Business Process Outsourcing (BPO) / Customer Service Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
People leadership and team development, P&L and financial management, contract and SLA compliance, data-driven reporting and analysis, continuous improvement initiatives, stakeholder management
Preferred skills
Experience with Engage platform, multi-service solution management, due diligence for new business implementation
Technologies
Engage, Microsoft Office, workflow management systems
Responsibilities
Oversee contracted operations to meet client and employee needs, manage full employee lifecycle including hiring and performance management, establish and sustain quality service delivery through SOPs, manage staffing and workflow volumes, review monthly P&L and create invoices, present monthly Client Service Reviews (CSR), and drive continuous improvement initiatives.
Seniority
Senior, hands-on IC with people management responsibilities
