Sr. Service Line Manager

Your Daily Mission

Manages the product/service such that: staff is hired, trained and managed, revenue is generated, performance metrics are institutionalized. Sphere of influence encompasses strategically aligning and championing cross-functional resources to ensure success of the product/service.

Who You Are

Bachelor’s degree
Supervisory experience; budget experience, Working in a cross-functional team environment
Strong product knowledge
KPMs
Budgeting
Fair Employment Practices
Customer base
Supplier base
Performance management

The Reality of the Role

Works with the Director or VP to develop and implement short- and long-range plan for the service.

Works with appropriate leadership to develop and integrate strategic direction and vision for service that is in line with the corporate vision
Develops short and long range plans in conjunction with corporate leadership that oversees service line operations, personnel, financial performance and growth
Assists in the development of budget.
Monitors budget and makes appropriate adjustments to meet financial goals
Reviews monthly financial statements and provides explanation of variances as well as action plans to correct them as needed
May oversee timely payment of invoices and follow up with client on outstanding invoices/payments
Keeps up-to-date on industry changes and communicates implications as appropriate and assists in developing strategies to leverage opportunities created by industry changes.

Directs and coordinates, through subordinate supervisors, internal operations in business units.

Responsible for overall quality and effectiveness of services.
Meets as necessary with leadership for ongoing project planning
In conjunction with Service Line Director or VP, creates processes, procedures and determines staffing vis a vis new sites.
Oversees and works with Team Leaders to ensure effective workflow, prioritization and effective project management.
Guides the development and implementation of individual goals.
Conducts performance reviews, guides individual development and growth.
Provides regular and on-going technical training to Associates.
Interacts with Quality Coordinator to ensure cases are processed to meet quality expectations.
Oversees or conducts quality audits on a routine basis. Looks for performance trends and acts accordingly to ensure attainment of Service Line objectives.
Monitors high profile accounts.

Develops service’s policies, practices and KPMs

Develops, implements, communicates and monitors quality benchmarks/initiatives
Shares “best practices” advice/mentoring to service in support of operational policies and procedures
May be Responsible for current client customer satisfaction, particularly as it relates to the performance
Works with training personnel to incorporate process changes into the training curriculum

Supervises the operating activities of the business unit.

Effectively communicates vision, mission, goals and objectives to staff
Facilitates buy-in from staff and communicates regularly on pending changes
Recommends annual scorecards components and manages necessary approved changes
Monitors and analyzes goals/key performance indicators and reviews monthly performance
Maintains and monitors data integrity and referrals in all appropriate Information Systems
Reviews quality audits on a routine basis. Looks for performance trends and acts accordingly.
Monitors high profile accounts as needed.
Conducts team and individual meetings on a regular basis to communicate best practices, overall concerns, goal attainment etc.
Assesses ongoing performance of associates, provides coaching and counseling and recommends training
Manages workload capacity to ensure proper utilization of resources (including transition plans)
Ensures handling of account work and caseload for team members who are absent
Recommends, when indicated, changes that have broader implications for service line policies and procedures.
Monitors and measures change

Reviews and analyzes reports, records, directives and confers with managers/supervisors to obtain data required for planning activities such as new commitments, status of work in progress and problems encountered.

Responsible for the financial growth and profitability of the service line.
Interacts with Sales and Marketing to discuss outstanding proposals and potential new clients.
Serves as technical closer to sales as appropriate.
Works with new clients to plan and implement all elements needed for the project.
Continues to assess the need for new information systems support and recommends design changes to operational information systems.
Reallocates work (based on supply and demand) to ensure scorecard objectives are met.
Ensures and conducts proper transfer of data and troubleshoot problems.
Reviews account processing procedures, recommends and implements needed changes.
Monitors and measures change.

Controls the human resource cost and growth

Leads the interviewing and selection of staff
Review and approves time sheets and expense reports in relation to budget

Serves as external resource

May serve as technical closer to sales as needed
May meet/conference with governmental interfaces as necessary concerning issues
Acts as operational contact for clients

Other duties as assigned