Unit Manager

Summary

First level of two within the Unit Manager job family. Responsible for leading, supervising and developing employees to meet individual unit performance objectives, which may include time standards, quality & production goals. Typically supervises an operational unit comprised of 6+ employees.

Responsibilities

✔ Providing employees with coaching, feedback and developmental opportunities and building effective teams, including: • Setting clear expectations and holding employees accountable for performance. • Overseeing training and development of employees and making effective staffing decisions. Building appropriate bench strength. Ensuring employees adhere to legal and operational compliance requirements. • Providing coaching, direction and leadership support to team members in order to achieve employee, business and customer results. • Challenging and inspiring employees to achieve business results and motivating them through leadership and by celebrating successes.
50%

✔ Accountable for managing daily workflow to meet Service Level Agreements, including making recommendations for maintaining appropriate staffing levels. • Responsible for appropriate record keeping, required reports, and ensuring related administrative functions are correct and maintained according to company policies. • Accountable for resolution of customer and/or partner questions and complaints.
30%

✔ Defining short-term goals and objectives for their work group. • Effectively communicating unit/department/company goals to achieve understanding and acceptance. • Continuously building subject matter expertise by being a student of the business. Demonstrating technical knowledge of policies and procedures.
10%

✔ Manages essential support functions and special projects as needed. • Assisting in the development of processes and procedural changes to improve unit/department performance. • Other duties as assigned.
10%

Skills

✔ Coaching
2 - Developing

✔ Compliance
2 - Developing

✔ Customer Focus
2 - Developing

✔ Leadership
2 - Developing

✔ Problem-Solving
2 - Developing

✔ Resource Management
2 - Developing

✔ Team Building
2 - Developing

Specialty Education Required

College degree or equivalent work experience.

Designations and/or Certifications Required

Professional certifications or designations appropriate and relevant for this role.

Licensing Required

Typical Years of Experience

3-6 years of cumulative, relevant experience

Impact

Decisions are typically tactical and guided by policies, procedures and business plan. Receives guidance from manager with latitude for independent judgment and decision-making within defined guidelines. Acts as both an Individual Contributor and has additional responsibilities of managing others in their performance. Has responsibility and input as to hiring, firing, performance management, and pay decisions for direct reports. Accountable for results of team. May have input on budget.

Job Complexity

Responsible for a team performing one function or project. Typically spends more time supervising than time performing the work. Identifies process improvements in day-to-day operations.

Skills And Knowledge

Entry level management role. Full knowledge of field along with ability to coordinate and lead team efforts. Prior supervisory experience preferred but not required.

Reporting Structure

Provides first level of supervision or project lead. Coordinates and supervises the daily activities of a team. Sets goals and objectives for individual team members. Usually reports to Manager or Senior Manager.

Leadership

Develops direct reports by providing regular coaching and feedback. Participates in business initiative planning.

Contact with Others

Inside contact with other departments within the division. Outside contact with clients, partners, sales staff and vendors as necessary.