The Operations Manager is responsible for all functional areas of Operational Support Team
This position is responsible for several key client facing areas of Global Client Data Solutions (GCDS) and requires a high level of coordination and consultation to ensure that customer expectations are satisfied
As a Manager this role ensures requests and inquiries are handled in an expeditious and efficient manner and the completeness and quality of the data and reports
The Manager must also ensure the accuracy of the reporting system setup. This role is a key driver as it relates to the implementation support area supporting client implementation objectives and deliverables are consistently met
The Manager will provide recommendations, training, and documentation on GCDS programs and procedures. Assist other GCDS areas, and communicate standards and best practices.
Provide first line of support for data questions, report issues and GCDS related hardware and software questions.
Facilitate all GCDS requests using an on-line ticket tracking system and generate reports from the system in order to evaluate patterns and establish improvement opportunities
Ensure the achievement of all Service Level Agreement's (SLA) and the timely and accurate reporting for customers. Oversees and ensures the quality of the end-product. Communicates SLA achievement/ issues to appropriate management. Measures SLA realization
Ensure adequate on-going support and escalation process are in place in supporting the global client base. Provide support for counterparts regionally. Manages overall escalation process
Manage the work flow of personnel within the assigned functional areas ensuring accurate coverage at all times.
Develop and implement appropriate staff training curriculum and conducts or arranges on-going training to support the team and is well versed on the available technology and abreast of product enhancements
Ensures proper human resources and company processes and policies are followed
Maintains morale and job satisfaction of current employees.
Implements and encourages utilization of company recognition programs as well as departmental recognition
Responsible for all documentation as it relates to customer procedures and other CDS procedures. Confirms departmental documentations are up to date at all times.
Manage Support Desk process, proper routings and setting expected priority levels
Maintain Support Desk database for operational KPI and statistical reporting on internal activity, customer data, and trend reporting
Responsible for managing change; coordinating efforts that contribute to organizational success.
Responsible for continuous process improvement; constantly evaluating process and service delivery to identify opportunities for improvement
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
Four years of management in similar role.
Excellent verbal, written and organizational skills
Excellent written and verbal communications skills including public speaking and presentations
Prior people management experience
Knowledgeable of the Global data environment
Advance knowledge of MS Office tools; specifically, Word and EXCEL, Access, SQL