Job Description
Job Summary:
The Service Delivery Ops Specialist is responsible for daily supervision of a team (e.g., delivery, process, business operations). He/she manages the workload of the team, may make work assignments, and has responsibility for developing team members. This job also operates as a subject matter expert and may be the escalation point for issue resolution and customer escalations. The job manages effective internal/external client relationships within a defined area of responsibility and builds client relationships in the wider group or unit. This job also exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business.
Key Responsibilities:
Business Operator:
- Interpret dayto-day business objectives and prepare/execute operational practices/work programs.
- Ensure proper execution of processes by team
- Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately
- May perform data entry or other client related tasks in various systems, as required
- Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
- May make decisions about the dayto-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
- Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from direct manager.
- Perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency
- Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases
- Prepare, analyze and interpret complex reports/information and formulate conclusions
- Ensure that all of the client responsibilities occur in accordance with the Statement of Work and Service Level Agreement with client(s)
- Act as technical and functional resource and Subject Matter Expert for team members, peers and/or clients as assigned
- Drive measurable Customer Satisfaction
- May be accountable for ongoing management of effective client service relationship in one area of the business, by acting as main point of contact for senior client
- Ensure completion of time and expense reports for self and team members per policies.
- Maintain accurate records for chargeable time to client projects representatives
Value Creator:
- Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to direct manager and assist other team leads with resolutions, as needed
- Identify, document, and review opportunities for team improvement in
procedures/processes/standards to gain costeffectiveness and efficiency; provide cost estimates and execute implementation of improvements required to direct work within clear budgetary guidelines - Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project’s overtime needs
- Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables
- Assist with providing operational statistics and escalate operational issues to direct manager
- Ensure team operates according to the OPEX principles
- Ensure team delivers within the budget by controlling/minimizing costs
- Support Outsourcing Product Costing implementation
- Deliver required growth and productivity plan; monitor and plan to improve pyramid matrix
People Developer:
- Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content
- Create annual team objectives with direct manager approval. Monitor and coach team to meet objectives, prepares, coordinates and conducts performance appraisals, and counsels employees on career and performance/disciplinary issues
- May participate, either voluntarily or through direct manager’s request, on task forces, process teams, committees and special projects
- Drive team engagement
- READ MORE OF THE JOB DESCRIPTION
Qualifications
Knowledge/Skills Requirements:
- Demonstrated expertise in process area
- Coaching/mentoring skills
- Demonstrated issue management/problem solving skills
- Discretion, professionalism, confidentiality and judgment.
- Strong organization skills, attention to detail and follow through to resolve any outstanding issues
- Strong time management skills
- Advanced written and verbal communication skills; manages internal and external/client communications with individuals at all levels.
- Ability to function effectively as a team member and organize work activities for others on the team
- Ability to adapt to changing environment and support of multiple clients
- Ability to develop /analyze/interpret data, rationale for alternative solutions to problems and take appropriate action
- Ability & interest in training other team members
- Ability to implement business solutions addressing specific needs of functional area or process, by researching Best Practices
- Ability to set and strive to achieve specific, measurable, and challenging goals.
- Ability to motivate and develop people with a variety of development goals with minimal assistance from direct manager.
- Ability to anticipate and identify emerging issues and act upon those that may affect areas of responsibility and affect other teams.
- Ability to implement new approaches, methods, alternatives, or solutions and identify potential impacts in their own as well as others area of responsibility.
- Advanced knowledge of company standard software. E.g. email, Internet Explorer, Microsoft Office Package
- Ability to communicate appropriately with people at various levels, both in formal and informal settings.
- Operations Management
- Project Management
- Cost Management
- Operational Excellence
- Service Performance Management and Metrics
- Client Relationship Management
- Work Experience: Typically 3 to 5 years work experience preferably with previous managerial experience; Previous experience in business process area e.g. HR, Billing, Payments, Collections, preferably in an operations environment.
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.