National Records Manager

Job Description

The National Records Manager is responsible for being the functional point person within the client relationship for the Records Management service line, providing strategic, tactical and operational leadership for an individual or group of on-site Records Management employees and leads to deliver operational excellence.

Job Responsibilities:

>> Client Relationship Management

Ensure that clients are managed in a professional manner and that their expectations are met and exceeded. Ensure that Williams Lea Tag  delivers a service in line with our clients’ business objectives and in balance with the overall goals and objectives of Williams Lea Tag, creating advantage for clients wherever possible.

·         Support end user proactively and professionally

·         Resolve issues escalated by the client administrator and communicate significant issues to the National Account Manager

·         Utilize feedback from monthly and quarterly client meetings to assist in meeting client administrator expectations

·         Ensure continuous review of client metrics and reporting

·         Build relationships with end users; manage their perception and expectations

·         Participate in required Business Review meetings with client representatives

·         Stay updated on Williams Lea Tag  internal communications to increase knowledge of marketplace to enhance abilities to converse with clients about their business

>> People Management and Development

Exemplify Williams Lea Tag’s shared values, empowering team members to act in an entrepreneurial, client focused way with the utmost integrity. Foster an open and honest decision making environment that drives a culture of performance, delivery, growth and teamwork within the account as well as with Williams Lea partners in other business and functional areas. Attract and retain individuals who represent Williams Lea  Tag’s values, culture and commitment. Enhance and provide opportunities to our high performers within a high performance culture.

·         Assist with the definition of job functions and requirements for all roles

·         Participate in the interviewing and selection process and in developing a high performing site team

·         Partner with local Account Managers and Supervisors to provide performance feedback and corrective actions

·         Ensure training plans are in place for all team members

·         Ensure participation in all mandatory training for themselves and their teams

·         Partner with local Account Manager and Supervisors to proactively address any and all people related concerns

·         Communicate and ensure environment that supports Williams Lea Tag values

>> Operational Management

·         Serve as client liaison for day-to-day workflow

·         With National Account Manager, implement standard procedures for site operations and oversee the day to day functions of the service line

·         Respond to customer inquiries and conduct follow-up on customer concerns or questions

·         Drive risk assessment of operational and client issues at sites, and troubleshoot significant operations/service delivery issues

·         Establish effective business relationships with Staffing to ensure complete understanding of job requirements and client culture

·         Identify process improvement opportunities and develop/produce business case analysis in support of process recommendations

·         Network with peers to understand best practices utilized at other accounts and determine operational viability

·         Communicate best practices to cross-operational teams (for example, in the monthly Williams Lea  Tag management meetings)

·         Work with National Account Manager to  establish a BCP process and conduct periodic testing to ensure effectiveness of the plan

·         Provide hands-on operational assistance when required

·         Ensure balanced allocation of all operational resources

·         Provide input into contract renewal solutions, staffing, and plans

·         Participate in Williams Lea  Tag cross-team initiatives (communities of practice, monthly management meetings, etc.)

Job Requirements

·         Commercial and/or Legal records experience required

·         At least 5 years of experience supervising 5 - 20 non-exempt and exempt employees

·         Travel requirement – 25%

·         Minimum of 5 years’ experience in client or customer service environment

·         Proven customer service skills required in order to create, maintain and enhance customer relationships, provide client deliverables and exceed client expectations

·         Ability to multi-task and change priorities as needed

·         Proven ability to handle stressful situations and deadline pressures

·         Able to maintain confidentiality of sensitive materials/documents

·         Able to communicate clearly and concisely to a variety of audiences, both verbal and written

·         Proficient in records management

·         Proven attention to detail, time management, and problem solving skills resulting in the successful management of client expectations, team management, and operational excellence

·         Willingness to accept responsibility for one’s actions and decisions

·         Must have intermediate knowledge of MS Office (Word, PowerPoint, Excel)

·         Ability to manage day-to-day operations and client interactions

·         Possess an appropriate sense of urgency

·         Ability to assist in the selection of direct reports and foster a team environment across all single service function

Company Description

Williams Lea Tag is the leading provider of marketing and communications supply chain services. Our clients trust us to help them transform their business processes, enhance their customer conversations and realize the potential of their brands. We are always looking for passionate, talented people to join our team.

Work location: Washington, DC