About this role
This position is in office in Middleburg Heights, or Milan, Ohio and is 5 days a week for the first 3 months (training period). Then reverts to hybrid model of 3 days in office and 2 day working remote each week.
Key Responsibilities:
• Process analysis to determine areas of process improvement.
• Ensure that all corporate and client goals are being met.
• Add, adapt, and implement processes to meet the needs of both the client and the teams.
• Oversee management staff and provide education and guidance as needed.
• Monitor dashboards to ensure work is current and adjust staffing to address any out of target work.
• Monitor productivity of staff. Work with supervisor on any outliers.
• Participate in client meetings, as needed, for discussion on processes and billing issues.
• Analysis of process flows.
• Monitor the daily activity of all direct reports.
• Examine account work volumes in the various divisions to determine the needed resources.
• Determine staffing needs based on client volume – both past and forecasted.
• Provide direction to management staff on work task priorities.
• Monitor performance standards of staff and address staff not meeting KPIs (Key Performance Indicators) I.e., Coaching Plans, warnings, other disciplinary action as needed.
• Other duties as assigned.
Education/Experience:
• Four-year degree or similar level of experience
• 5 – 10 years of experience working and managing staff in a business environment
• Experience in working with software and systems
• Ability to work effectively in collaboration with diverse groups of people
• Positive experience in attracting, developing, coaching, and retaining high performance team members
• Ability to establish priorities and effectively communicate initiatives and objectives to staff
• Demonstrated strong integrity, positive attitude, and goal-oriented initiative
• Proficient in using Microsoft Excel, Word, and other related software
• Ability to maintain confidentiality