RR Donnelley - Account Manager - Operations

About the job:

- Manage the Operations for a product line for the organization.

- Be a single point of contact with the entire team, client and the senior management through effective communication on the key deliverables of the process.

- Interact with clients on a regular basis and communicate feedback to operations team.

- Control cost through effective utilization of personnel, materials and equipment.

- Recognize performance and behavioral problems in team and act proactively to ensure productivity is unhampered.

- Manage and motivate team performance on jobs assigned.

- Manage the monthly Profit and Loss statement of the engagement

Client Management:

- Single point contact for the client and the senior management for a specific shift

- Interface with clients frequently and maintain an excellent relationship with them

- Handle escalations from onshore stakeholders

Project Management:

- Oversee and coordinate the operational activities & issues

- Ensure SLAs are maintained and exceeded

- Delegate and manage resourcing and succession planning

- Ensure contractual and regulatory compliance

- Support transition of new projects into the team and site as applicable

Team Management:

- Manage a team of client managers

- Develop strong interpersonal relationships with the team

- Coach, counsel and train managers to enhance performance and arrest attrition

- Develop an environment that provides motivation and development opportunities for the team

Introduce initiatives for team development:

- Recognize and reward performance and ensure welfare measures are carried out in accordance with RRD GOC policies

- Conducts capacity analysis to ensure manpower is sufficient to cover volume received

- Lead and participate in site level projects and actions needed for organizational success

Continuous Improvement:

- Evaluation of projects managed and identification of improvement scope and implementation of structured improvement initiatives

- Creation of a continuous improvement culture within the engagements managed

P&L Management:

- Prioritize resource to reflect the product line P&L

- Manage product line profit and loss statement on a monthly basis

- Manage the targets for revenue per employee