Presentations Manager

Presentations Manager - Evening Shift

Salary: £60,000 plus an evening shift allowance, plus company benefits

Address: 25 Shoe Lane, London EC4 4AU

Contract: Permanent, full time

Hours: 37.5 hours per week

Shifts: 5 days a week (to include one weekend day), 2pm-10pm with a 30-min unpaid break

Work model: Hybrid (1-2 days remote per week; depending on the shift)

Williams Lea is looking for a Presentations Manager to join our team!

Williams Lea is the leading global provider of tech-enabled business and marketing services helping clients manage and transform processes through resilient, scalable 24/7 operations. We combine deep expertise, agentic AI-embedded workflows, and a global delivery model into a tech-enabled, seamless human expert-in-the-loop experience that helps clients achieve superior business outcomes.

Built on a strong heritage and great client relationships, we harness deep industry expertise, emerging technology and our global “Optishore™” delivery model to plan, build, execute and measure business processes, driving operational agility and digital transformation at speed and scale.

Williams Lea, an RRD company, serves clients in 20 countries across four continents and has 15,000 employees worldwide.

Purpose of the Role

The Presentations Service Manager supports the delivery of a high-quality, client-facing Presentations team, ensuring efficient day-to-day running of the service. The role focuses on operational execution, team oversight, and maintaining service levels, while supporting the Presentations Operations Director in driving operational excellence, scalability, and continuous improvement across a 24/7 global delivery model.

This role is hands-on and delivery-focused, with accountability for managing workflow, supporting the team, and ensuring client requirements are met in a fast-paced, high-volume environment.

Service Delivery & Operations

• Own day-to-day service performance, ensuring delivery against SLAs, quality standards, and client expectations
• Monitor and actively manage queue volumes, turnaround times, and workflow distribution across onshore and offshore teams
• Build strong relationships with regional teams, ensuring daily communication to resolve any issues
• Implement effective prioritisation strategies, particularly during peak demand and priority driven requests
• Drive continuous improvement, keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes to avoid in future
• Flexible and willing to adapt to business needs, undertaking any ad hoc duties as requested by the management team

Team Leadership & Management

• Lead, develop, and manage a multi-layered and diverse team
• Drive performance management, including objective setting, regular feedback, and annual reviews
• Support performance management processes, including regular feedback and coaching
• Support recruitment, onboarding, and training to ensure the team scales effectively with demand
• Facilitate the sharing of knowledge and training with the team. Ensuring direct and indirect reports understand and are compliant with company and client policies, SLAs, and expected quality of work, utilising corrective action when necessary
• Manage the overall effectiveness of the team’s performance. Coach and manage the performance of team to maximise potential. Manage operational training needs for inclusion in development plans

Client & Stakeholder Management

• Act as senior escalation point for client queries, complaints, and service challenges
• Build effective working relationships with stakeholders, ensuring clear communication around service capabilities, SLAs, and queue expectations
• Resolve issues escalated by the client. Ownership of client feedback and monitoring client satisfaction levels
• Deliver regular service updates and performance insights to stakeholders

Operational Strategy & Continuous Improvement

• Translate strategic direction from the Presentations Operations Director into actionable operational plans
• Identify and implement process improvements to increase efficiency, reduce rework, and enhance service quality
• Leverage MI reporting to track performance trends, identify risks, and drive data-led decision making
• Support global alignment initiatives across regions (EMEA, US, APAC) to ensure consistency in service delivery
• Identify opportunities to develop the account and expand service offering

Risk Management & Governance

• Ensure adherence to compliance, data security, and operational risk standards
• Oversee incident management, including root cause analysis and implementation of preventative measures
• Maintain robust controls around workflow processes and client deliverables

Personal Attributes

• Highly organised, strategic thinker with strong operational discipline and attention to detail
• Calm and decisive under pressure, particularly in high-volume, fast-paced environments
• Strong leadership presence with the ability to influence and motivate cross-functional teams
• Client-centric mindset with a proactive and solutions-oriented approach
• Resilient and adaptable, with the ability to manage ambiguity and shifting priorities
• Strong sense of ownership and accountability for service outcomes
   

Essential Skills

• Experienced people manager with proven track record of excellent client-facing skills and good interpersonal and communication skills
• Able to manage, motivate, lead and develop a diverse team
• Prior experience in a senior/lead role
• Possess great attention to detail and a critical eye for accuracy, with a ‘right first time’ attitude
• Able to identify, challenge and implement best practice
• Self-motivated and able to work autonomously
• Good organisational skills, able to prioritise resources effectively
• Able to work under pressure and to tight deadlines, showing delivery focus, as well as adaptability and flexible approach
• Basic experience with reporting and performance tracking
• Exposure to offshore team collaboration is advantageous