About the Role
This is a leadership position that reports directly to the Operations Director and involves interacting with business unit partners. The primary responsibility is to ensure organizational efficiencies and effectiveness by providing leadership to operations, developing operational strategies, and creating organizational projects.
Key Responsibilities:
* Ensure compliance with company procedures and industry regulations.
* Day-to-day management of customer support/operations teams.
* Develop business metrics to focus staff efforts and measure business results.
* Evaluate workflow processes for improvement opportunities.
* Provide management support for escalated issues.
* Support change management.
* Represent the team while interfacing with other business units and/or vendors.
* Oversight of vendor interaction.
* Ownership of business continuity process.
* Coach team through training, skills development, objective setting, and performance measurement.
* Ensure timely completion/accuracy of all teams' responsibilities.
* Understand metrics and formulate strategy through business needs and forecasting.
* Build and maintain positive relationships with all key business partners.
* Effectively communicate in all directions and levels in the organization with appropriate frequency and speed, know the language of the businesses and express ideas and values with clarity.
* Understand gaps in business processes and formulate business cases for improvements.
* Proactively drive improvements and synergies across teams.
* Work on strategic initiatives to drive expense reduction and streamlined processes.
* Develop employees and foster a positive working environment.
* Promote and foster a customer-centric environment through coaching of staff.
* Mentoring associates and future leaders.
Shared Responsibilities:
* Lead department and enterprise-level projects and initiatives.
* Participate in projects as needed.
* Provide project resources as needed.
Qualifications:
1. Must be a team leader for at least 5 years and has proven operational excellence in his/her teams.
2. As a developer of people, proven leadership skills in coaching, developing, motivating, and growing a customer-focused team to achieve service delivery excellence.
3. Strong people management skills including exemplary performance management, team building and reward and recognition.
4. Excellent interpersonal skills with proven ability to influence and negotiate (in all directions, including