Lead Office Services Associate

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.

Schedule:

Monday – Friday 8:30am – 5:30pm

The Lead Office Services Associate delivers exceptional customer service for our clients. Responsibilities include leading employee(s) and directing workflow for one or more service lines in reprographics (copy) and mail services in both physical and digital environments, intake, hospitality, facilities, audio/visual, reception, expense processing, accounts payable, or other back‑office (administrative, virtual or shared) services, or any other Williams Lea service lines, as needed.

* denotes an “essential function”

• Conduct time and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures
• Communicate with direct reports, manager and client on job or deadline issues
• Immediately escalates operational problems or issues to Supervisor or Manager
• Handle client concerns and be able to problem‑solve resolutions in accordance with policies and procedures
• Intake jobs by being able to interpret and understand all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates
• Ensure team provides outstanding service to client, while building strong customer relationships
• Produce required reports on schedule
• Assist the team in completing large or more complex jobs (i.e. large numbers of requests or high volumes of incoming/outgoing activities, expansive administrative support requests)
• Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction
• Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines
• Assess incoming requests selecting the best equipment and/or resources for successful completion
• Make sure team follows standard operating procedures
• Train new employees on policies and procedures
• Load copiers with paper and toner as needed
• Maintain all logs and reporting documentation as required
• Additional duties may include client or manager requests, such as setting‑up conference rooms with audio/visual equipment and/or furniture configuration, mail and messenger services, food and beverage services, assist with reception coverage, manage multiple phone lines and/or visitor check‑in, support large or complex projects, immediate client requests, etc.
• Must be able to lift up to 50 lbs. on a regular basis
• Adhere to Williams Lea policies in addition to client site policies
• Use equipment and supplies in a cost‑efficient manner

• High school diploma or equivalent
• Minimum of 3 years’ experience in office services preferably in a legal, banking or large corporate environment
• Experience leading employees in areas of process and policy adherence, and time and absence tracking
• Experience curating workflow in an organized manner to meet deadlines occurring quickly and simultaneously
• Intermediate computer skills required, generally using Microsoft Office
• Familiar with procedures, software and equipment supporting applicable to service lines
• Ability to cultivate and maintain effective working relationships with clients and team members through excellent, professional verbal and written communication skills
• Attention to detail with emphasis on accuracy and quality
• Ability to handle sensitive and/or…