Administrative Services/Expense Supervisor (Hybrid)

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.

*This role is located in Columbus, OH. Will be hybrid after training.Mon-Thurs onsite and Fridays work from home.

Job duties

(* denotes an "essential function")

• *Supervise financial support services employees to 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
• *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.
• Support manager with P&L activities; understand impact of overtime and time-off to avoid non-billable charges
• May support materials included in monthly Client Service Review (CSR) or Quarterly Business Reviews (QBRs)
• Have a strong knowledge of the client's businesses and the impact of our services
• Foster cross-training and a sense of team work to optimize client service delivery
• May train more junior staff members, as needed
• Adheres to Williams Lea policies in addition to client site policies.
• Uses equipment and supplies in a cost-efficient manner.

Job qualifications

• Bachelor's degree or equivalent experience required
• (2) years of supervisory experience strongly preferred. Minimum of 1 year supervisory or leadership experience required.
• 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.
• Prior knowledge of financial systems, i.e., Aderant Expert, Chrome River, Elite,Concuror any other comparable financial system preferred
• Advanced skills in the use MS Office software (Word, Excel, PowerPoint); strong keyboarding and typing skills
• Familiar with other software programs for providing administrative support
• Strong attention to detail; ability to work on multiple projects simultaneously
• Ability to work in a fast-paced, environment while meeting deadlines and completing all projects in a timely manner
• Ability to handle sensitive and/or confidential documents and information
• Ability to make independent decisions that conform to business needs and policy
• Ability to troubleshoot complex or advanced tasks or concerns independently
• Ability to discern when a problem or issue requires escalation to the supervisory level
• Ability to maintain professional composure when working with immediate deadlines
• Ability to work both independently and collaboratively as part of a team
• Extensive experience in business terminology, document production formats; skill and efficiency in use of reference resources
• 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
• 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
• Good judgment and organizational skills with sound decision-making ability and solutions-oriented approach with the ability to ask for and follow directions
• Ability to work both independently and collaboratively as part of a team; self-motivated to ensure own production
• Proficient in the use of equipment/technology/software and hardware necessary to perform job functions
• Self-motivated with a positive attitude
• Proven customer service skills required to create, maintain and enhance customer relationships

Expense Services Responsibilities:

• Create, process, and/or audit expense reimbursement requests by ensuring the proper documentation and approvals are submitted/received
• Review requests for compliance with policies and/or procedures; escalate concerns to supervisor
• Complete data entry to appropriate expense processing software, as needed; may include adding accounts, vouchers, requests, general ledger numbers and/or obtaining correct documentation and/or approvals
• Use established procedures, standards and formats to complete expense processing requests to client satisfaction

The current salary range for this role is $55,700 to $83,600 / yearTypically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include overtime, shift differential, call-in, and/or stand-by pay. 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.

#WLOH

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans