Overview
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.
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.
Qualifications
- 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