Director, Service Operations Analytics

We are seeking a talented professional to join our team as Director, Service Operations

Summary:

This position is responsible for leading Service Operation’s analytics strategy, operational initiatives and executing directives relative to key organizational metrics while maximizing internal and external resources to consistently exceed client expectations.  Drives measurement systems and processes that accurately and timely collect relevant data leading to the interpretation and identification of vital data points and trends within Service Operations.  Transforms complex business needs and data into actionable insights that improve performance, strengthen decision-making, and support strategic priorities. Forecasts, develops and maintains Service Operations budgets, creating trend analysis, examining operational performance and improvement opportunities.  Also responsible for the client termination functions in conjunction with Service Operations leadership and the Insperity Legal departments to best serve the needs of both Insperity and clients.

Responsibilities:

• Defines and executes a multi-year analytics roadmap aligned with business priorities, operational needs, and organizational strategy
• Oversees the development of dashboards, scorecards, recurring reports, surveys, forecasting, and ad hoc analyses that translate data into clear business actions.
• Provides operational leadership and improves efficiencies for key Service Operations processes through working closely with external and internal consultants, clients, vendors, internal management and related team members. Processes include all Co-Employment client satisfaction, survey development, client attrition and retention, client terminations, and others as requested.
• Directs all communication relative to survey analysis and results, and attrition/retention metrics to corporate departments and Service Operations.
• Establishes, monitors and adjusts benchmark metrics and report findings and identifies trends and patterns.
• Provides the guiding vision for the tools and resources used to collect and report client satisfaction and retention/attrition data in a concise and accurate manner. Directs products and resources relative to client termination and employee state notices processes.
• Directs negotiations with vendors regarding service and operations specific to survey products and services.  Evaluates the performance of vendors and recommends changes in vendors and/or new vendors.
• Develops, maximizes and leads a high-powered metrics team, monitoring key data and performance indicators while developing analysis of regional results, reports and commentary to provide to the Service Operations Leadership Team. 

• Ensures integrity of current survey development and analysis.
• Remains abreast of new developments in the area of market research by participating in continuing education/conferences and by review of literature and periodicals.
• Oversees and prioritizes all requests and activities, communicating clear and concise results to the appropriate requestors in support of strategic decision making through quantitative and qualitative methods.
• Acts as a consultant and liaison between Service Operations, corporate departments, Insperity Business Performance Solutions and outside Consultants by providing strategic advice, guidance and solutions regarding Service Operations programs and issues. 
• Manages budget and headcount for Service Operations and assembles annual budget submissions for Service Operations.
• Participates in the quarterly review process with the Finance department to ensure accurate expense projections for future reporting periods. Monitors organizational spending to ensure budgetary compliance as well as trend analysis necessary for future funding requests.
• Identifies variances between actual and budgeted financial results at the end of each reporting period and provides monthly budget and headcount reconciliation for Service Operations.
• Partners with Executive Leadership and Division Vice Presidents to provide current tracking reports and key trends identified while examining results compared to forecasts.
• Recruit, coach, and develop analysts, business intelligence developers, and reporting professionals; set clear priorities, performance expectations, and career paths.
• Guides the design and adoption of intuitive, scalable reporting solutions using tools such as Tableau, Power BI, and related platforms.
• Establishes standards for metric definitions, validation, documentation, access, and governance to increase trust in analytics products.

Qualifications:

• Bachelor's Degree in a related field is required. 
• Ten years of experience in the Market Research, Survey Development, Budget Analysis and Product Management field is required. 
• Managerial and project management experience are required. 
•  Core project management skills with the ability to multitask and manage multiple or large projects in a cross-functional environment.
• Principles, practices and procedures of personnel administration including methods and techniques used in hiring, supervising, training and evaluating staff.
• Ability to lead and motivate a staff to apply skills and techniques to solve dynamic problems. 
• Ability to prepare clear, concise, thorough and meaningful written reports, policies and other reporting documents; organizing and efficiently maintaining projects within narrow time limits; working independently; communicating clearly and concisely, orally and in writing; and maintaining effective work relations with those encountered in the course of employment.
• Highly proficient at financial and operational analysis utilizing common and complex analytical techniques and formulas with a strong working knowledge of financial budgeting and reporting methods.
• Strong business acumen and ability to comprehend complex business issues across various and unique business units.
• Skill in the areas of special project and service management, influence, leadership, conflict resolution and decision-making.
• High level knowledge of statistical analysis modules.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position.  Incumbent will follow any other instructions, and perform any other related duties, as may be required by the supervisor.