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Senior IT Project Manager - HIT Office - Full Time

RR Donnelley

Senior IT Project Manager - HIT Office - Full Time

Des Moines, IA
Paid
  • Responsibilities

    We are a dynamic, global organization seeking a forward thinking Manager who will oversee a portfolio of multiple accounts within a defined industry vertical (Legal, Banking, Insurance, etc.). The successful candidate should be able to serve as a liaison between the client and operations, provide guidance for account strategy and drive client development activities.

    RESPONSIBILITIES

    Client Relationship Management

    ● Primary escalation point for the client for operational issues and customer inquiries

    ● Understand client work demands and ensure on-site, near-site and offshore teams meet outlined service commitments and expectations

    ● Ownership of the client communication strategy in collaboration with each customer

    o Coordinate weekly/monthly client meetings with operations and/or sales teams. Assist in the creation of operational action plans and issue resolution

    o Establish SLA reporting with operations team and client, work with Operations team to deliver as agreed upon with the client. Review and interpret information to proactively identify and resolve issues

    o Coordination and delivery of Quarterly Business Reviews across accounts within scope of responsibility

    ● Assist Business Development in the creation of and track annual account plans

    o Support operations team to coordinate the development of a process improvement plan to enhance operational and financial performance

    o Track/analyze revenue variance

    ● Ownership of RRD’s account strategy to meet client’s goals and ensure consistency, accuracy, and compliance across all accounts. These activities include:

    o Schedule and conduct periodic meetings with client senior management and Business Development to understand the current business landscape, as well as upcoming changes. Understand the impact on the client’s environment and services provided by RRD

    o Understand the client’s long-term objectives and work with them to define and develop relevant goals and initiatives

    o Coordinate reviews of client operational metrics, translate metrics to business information, and oversee the development resulting action plans as agreed upon with the client. Facilitate operational planning for upcoming client business events

    o Provide 'thought leadership' by coordinating and researching benchmarking studies / whitepapers, delivering presentations on strategic topics related to the services provided and consult with client on best practices provided by RRD

    ● Develop a trusted relationship with the client, enabling issues and opportunities to be addressed with a spirit of partnership

     

    Client Development

    ● Gain a deep understanding of the services that are delivered to our clients and make recommendations to enhance the process in turn bringing added value to the client relationship

    ● Apply process, technology and staffing knowledge to assist in the development of solutions for existing and new clients

    ● For new clients, support the Business Development Director by contributing to the proposal process though client site visits, solutions development, staff configuration recommendations, proposal content and other information as required

    ● For existing clients, support the development of an account plan to identify new service and expansion opportunities. Work with sales resources to review, approve and present proposals, statements of work and quotes for services. Facilitate meetings with appropriate business heads and the client to finalize all pricing and contractual documents

    ● Provide implementation support to ensure that client requirements are understood including service solution, required timeline, procurement needs, staffing requirements, service levels, etc.

    RRD IS AN EEO/AA INCLUDING VETS AND DISABLED EMPLOYER

    Required Skills

    JOB REQUIREMENTS & SKILLS

    The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable the successful candidate will meet the requirements below:

    ● Knowledge of Legal industry, its standards and processes

    ● Ability to work in a fast-paced environment that handles time sensitive and secure transactions

    ● Must possess strong people management skills

    ● Previous experience / general understanding of client focused solutions and account management

    ● Knowledge and understanding of tasks that may include but not limited to project management, strategic planning, sales support, product design, service application, logistics, and marketing

    ● Excellent project management skills is a must

    ● Ability to manage multiple projects and relationships simultaneously

    ● Domestic and international Business Process Outsourcing (BPO) experience

    ● Detail-orientated and able to support a team of client service specialists

    ● Excellent writing skills are essential

    ● Strong interpersonal and communication skills including a firm and patient demeanor

    ● Ability to anticipate customers’ needs and match them with appropriate products and services

    ● Proficient in MS Office Suite (including Word, Excel, PowerPoint)

    ● Bachelor’s degree or 5-7 years of relevant industry BPO work experience or demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience

     

    RRD is a leading global provider of multichannel business communications services and marketing solutions. With 30,000 clients and 33,000 employees across 28 countries, RRD offers the industry’s most comprehensive offering of solutions designed to help companies—from Main Street to Wall Street—optimize customer engagement and streamline business operations across the complete customer journey. RRD offers a comprehensive portfolio of capabilities, experience and scale that enables organizations around the world to create, manage, deliver, and optimize their marketing and business communications strategies.

    Required Experience

  • Qualifications

    JOB REQUIREMENTS & SKILLS

    The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable the successful candidate will meet the requirements below:

    ● Knowledge of Legal industry, its standards and processes

    ● Ability to work in a fast-paced environment that handles time sensitive and secure transactions

    ● Must possess strong people management skills

    ● Previous experience / general understanding of client focused solutions and account management

    ● Knowledge and understanding of tasks that may include but not limited to project management, strategic planning, sales support, product design, service application, logistics, and marketing

    ● Excellent project management skills is a must

    ● Ability to manage multiple projects and relationships simultaneously

    ● Domestic and international Business Process Outsourcing (BPO) experience

    ● Detail-orientated and able to support a team of client service specialists

    ● Excellent writing skills are essential

    ● Strong interpersonal and communication skills including a firm and patient demeanor

    ● Ability to anticipate customers’ needs and match them with appropriate products and services

    ● Proficient in MS Office Suite (including Word, Excel, PowerPoint)

    ● Bachelor’s degree or 5-7 years of relevant industry BPO work experience or demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience

     

    RRD is a leading global provider of multichannel business communications services and marketing solutions. With 30,000 clients and 33,000 employees across 28 countries, RRD offers the industry’s most comprehensive offering of solutions designed to help companies—from Main Street to Wall Street—optimize customer engagement and streamline business operations across the complete customer journey. RRD offers a comprehensive portfolio of capabilities, experience and scale that enables organizations around the world to create, manage, deliver, and optimize their marketing and business communications strategies.

  • Industry
    Manufacturing