Site Manager

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.

The Site Manager is an operations leader who will communicate a vision for how Williams Lea best serves our clients across single or multiple service offerings, and who empowers and enables their team to bring that vision to life. The role focuses on executing service delivery, delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team growth and development.

Operational Leadership

• Responsible for overseeing day‑to‑day operations across all service lines with an emphasis on the front‑end services that include hospitality, catering, concierge, events, and reception. Other departments include reprographics, mail, and facilities management.
• Ensure seamless, high‑touch guest experiences aligned with white‑glove service standards.
• Implement and manage standard operating procedures, workflow optimization, quality metrics, and service delivery goals.
• Lead continuous improvement initiatives and proactively address operational issues before they escalate.
• Utilize workflow management tools to monitor service delivery and inform staffing decisions.
• Partner with cross‑functional teams to ensure integration with client expectations and organizational policies.

Job Duties:

• * Establish high‑end level quality of service delivery across all supported departments.
• * Implement standardized processes for all aspects of operations
• * Track operational controls and ensure management information reporting requirements are fulfilled
• * Accomplish action items from account plans
• * Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services
• Follow delegations of authority for operations team
• * Partner with functional teams, adhering to appropriate corporate policies, internal controls, and reporting
• * Manage staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
• Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
• * Investigate and resolve issues escalated by the client(s) and communicate significant issues to the Operations

• Have a strong knowledge clients’ businesses and the impact of our services
• * Manage overall performance metrics of accounts/departments against contract/target metrics
• Provide team with clear communications regarding target metrics/expectations and support their achievements
• Escalate operational, compliance and financial risk areas
• * Manage the selection, induction, development, retention, motivation and performance of direct reports
• Establish a structured succession plan for key roles
• * Support new business implementation
• Cascade key business and organizational messages down to the associate level, per the appropriate channels
• Share knowledge, best practices and solution designs within the relevant management teams to ensure continuous business improvement
• Ensure that operational processes stay within agreed upon budgets and timelines
• Provide training and development opportunities and serve in mentoring role for his/her direct reports
• Compilation and issue of monthly client billing
• * Manage…