About this role
This position is in office in Middleburg Heights, 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 days working remote each week.
Responsibilities
KPI Oversight & Accountability
- Maintain accountability for meeting corporate and client operational goals across assigned functions.
- Identify trends, risks, and opportunities and ensure timely corrective action plans are developed and executed.
- Deliver KPI results and action plans to department leadership, executive leadership, and clients as needed.
- Provide ad hoc reporting and analysis related to client or executive concerns.
Leadership & Performance Management
- Lead and develop a team of managers responsible for domestic and global staff.
- Hold managers accountable for meeting expectations related to performance, engagement, and compliance.
- Serve as the primary point of contact for Human Resources matters related to team performance, development, and employee relations.
- Ensure performance tracking, development planning, and formal performance reviews are completed on a defined cadence.
- Oversee training and development planning for management and staff.
Staffing Planning & Resource Management
- Create, maintain, and update department staffing plans in alignment with workload, volume forecasts, and business needs.
- Review workforce utilization and capacity to ensure appropriate staffing levels.
- Evaluate work assignment strategies, including onshore, offshore, automation, and efficiency opportunities.
- Present staffing plans, recommendations, and forecasts during scheduled planning meetings.
- Monitor staffing expenses relative to revenue and operational expectations.
Process Improvement & SOP Governance
- Analyze processes to identify opportunities for operational improvements, standardization, and efficiencies.
- Participate in recurring improvement initiatives.
- Investigate outstanding aged accounts receivables with an eye for maximized reimbursement and process improvement.
- Ensure Standard Operating Procedures (SOPs) are maintained, reviewed, and updated on a regular schedule.
- Present process improvement initiatives and progress updates to leadership.
Client & Executive Engagement
- Participate in recurring client meetings in coordination with department leadership.
- Address operational questions, performance trends, and volume or process concerns.
- Develop and communicate action plans related to identified issues and provide status updates.
- Present operational performance updates to executive leadership as required.
Systems & Technical Proficiency
- Demonstrate proficiency in Microsoft tools including Outlook, Excel, Teams, OneNote, Planner, PowerPoint, and reporting dashboards.
- Review operational dashboards to ensure accuracy and partner with reporting teams to resolve discrepancies.
- Ensure system or technology issues impacting performance are identified and addressed through appropriate support channels.
Other duties as assigned.
Education/Experience
- Four-year degree or similar level of experience
- 5 – 10 years of experience working and managing onshore/offshore staff in a business environment
- Excellent communication skills – both verbal and written
- 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
- Ability to juggle multiple tasks and shifting priorities
- Proficient in using Microsoft Excel, Word, PowerPoint and other related software
- Ability to maintain confidentiality