Operations Manager

Position Purpose:

Under the direction of the Senior Operations Manager, the Operations Manager is responsible for the oversight and development of staff. In addition, they are responsible for developing and implementing effective new strategies, enhanced workflows, and performance and production tools for organizational deliverables.

Organization:

This position reports to the Senior Operations Manager. The Leads and Associates report to this position.

Essential Job Functions include the following. Other duties may be assigned.

• Daily oversight, management, and guidance of operation team members, and leads.
• Ensure daily work is actively managed and production targets are achieved.
• Monitor Key Performance indicators of staff and provide necessary coaching when applicable.
• Work as necessary with Signature Performance Operations teaming partners to ensure the timely and effective completion of assigned work and maintain optimal call service metrics.
• Communicate with senior leadership and peers on relevant and timely matters.
• Process Improvement identification recommendations as appropriate for process improvements, following up with the leader of the Performance Enhancement Group to ensure successful execution of recommendations.
• Identify and Monitor Key Performance Indicators of the team.
• Define associate career path progression for operations associates.
• Assist and Coordinate with Senior management in the implementation of incentive programs.
• All other duties as assigned.

Required Knowledge & Experience:

• Minimum of 6 months Lead or QA experience in the Customer Experience Center.
• High school diploma or equivalent required.
• Personal computer, data entry, spreadsheets, and word processing skills required.
• Experience with quality improvement and process flow optimization initiatives.
• Ability to maintain financial records and prepare routine reports and department budgets.
• Ability to make mathematical calculations quickly and accurately.
• Demonstrate leadership ability.
• Demonstrate the ability to establish and maintain effective working relationships with associates, supervisors, and the public in the performance of duties.
• Challenge the status quo without jeopardizing relationships.
• Strong interpersonal and team-building abilities.
• Strong goal orientation with the desire to continuously improve performance.
• Strong analytical skills.
• Ability to work in a self-directed fashion with minimal direction.

General Areas of Accountability:

• Follow HIPAA guidelines for protecting the privacy and security of sensitive personal and/or health information.
• Follow Signature expected acceptable use to protect propriety and company owned information.
• Complete annually required Privacy and Security Training

PERFORMANCE MANAGEMENT:

All Signature Performance associates are subject to regular performance management to determine if skills and training requirements are suitable for the position.

Machines and Equipment:

The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copiers and fax machines.

SECURITY REQUIREMENTS:

• U.S. Citizenship or naturalized citizenship is required for this position.
• All work on all positions at Signature Performance must be completed in the continental United States, Alaska, or Hawaii.

Physical Activity:

The incumbent must be able to finger, grasp, feel, see, sit, hear, and speak. This position is sedentary in nature with minimal lifting requirements.

WORKING CONDITIONS:

The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required.

Remote Eligibility: This position is full-time remote eligible. Eligibility is determined by Management or Talent Operations.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.