The Operations Manager ensures client satisfaction by overseeing the operations of lines of business under management in a way that drives employee engagement while achieving program-wide financial goals.
Requirements
- Draft and/or review role definitions for all positions under management on a quarterly basis to set and communicate expectations.
- Conduct ClearSource leadership training for new leaders and regularly review this model with all leaders under management.
- Update the People Analyzer for direct reports weekly.
- Conduct a weekly team meeting with direct report leaders to review production results, perform root cause analysis and resolution of issues, and identify opportunities to recognize good performance.
- Conduct a weekly one-on-one meeting with each direct report to review and discuss the progress of their team (People Analyzer) and ensure alignment of mutual expectations.
- Assess and improve job satisfaction and conduct a weekly coaching session with each direct report leader to assess and improve their leadership skills.
- Oversee the selection of new hires and internal promotions through interviews and/or review of recorded interviews.
- Conduct a weekly quality calibration meeting with each client for programs under management and own the resolution of findings identified.
- Establish and measure expectations of Support Depts: assess the efficacy of technology, tools, and systems, communicate any opportunities to the IT department or client, as needed.
- Monitor onboarding and offboarding practices to ensure support departments follow the company’s standard processes for such activities.
- Assess the efficacy of training efforts and provide feedback to the Learning and Development department to close gaps in knowledge and skill.
- Assess the efficacy of recruiting efforts and provide feedback to the Recruiting department regarding candidate criteria and selection.
- Review all disciplinary actions to ensure alignment with principles taught in the company’s leadership training program, the ClearSource Core Values, and the ClearSource Code of Conduct.
- Handle the resolution of client requests and escalations in a timely manner.
- Escalate with urgency any disruptions to business, issues negatively affecting employee welfare, or situations that might lead to client distrust.
- Align employees around our mission through education and initiatives.
