Manager Support Ops

Job Type

Full-time

Description

This is a 100% in-office role based at our Schaumburg, IL OR Meridian, ID. Remote or hybrid work is not available for this position.

Candidates must be able to work on-site five days per week during designated work hours.

The Manager, Service Ops leads their team across various internal departments to ensure a successful ongoing client experience. The manager is responsible for providing leadership and support to their employees through effective performance management and guidance. In addition, the manager will ensure client needs are met on time with high quality. This role is hands on requiring involvement in all stages of the client experience processes, including partnering with internal teams and external customers to understand the "voice of the customer" and "voice of the employee"; translating into the right process improvement efforts to resolve requests with high-quality that meet/exceed client and employee needs.

Responsibilities:

• Support Benefits Services management in the development and rollout of change initiatives
• Work with all areas across the organization to analyze key business processes and identify areas for improvement within the Benefits Services department as it relates to Customer Service and Implementation
• Develop and implement business process improvements
• Work with Management to streamline and create consistent processes across all Tech Services teams
• Work with other departments such as Customer Service and Implementation to ensure a consistent support model is utilized across the business, increasing customer and AM satisfaction
• Manage all aspects of key business programs and processes (project prioritization, program approach, requirements generation, project timelines, planning and communication, scope and change management and training, implementation, etc.)
• Manage the support queue effectively to ensure timely resolution of issues and adherence to service level agreements (SLAs).
• Streamline processes and workflows to improve efficiency and effectiveness in handling support requests
• Develop and consistently report on key performance metrics for team and individuals while creating a system of accountability to hold team members accountable for metric performance
• May manage support for Large Client project management team
• May be asked to participate in or drive Lean Six Sigma continuous improvement efforts at least twice per year to improve the customer and/or employee experience
• Develop and motivate team members to reach departmental and company goals
• Recruit, hire, and develop onboarding plans to successfully onboard new team members as needed
• Develop and execute an ongoing learning/development plan for existing team members which includes Career Pathing
• Hold regularly scheduled one-on ones with assigned team
• Positively and effectively handle escalated issues from customers or internal teams in a collaborative "win-win" approach
• Maintain relationships and collaborate with key internal business partners to create the best customer experience

Requirements:

• Minimum 5 years in an operational management role preferred
• Bachelor's degree
• Experience developing, implementing and managing control/auditing processes is required
• Experience managing employees working on both task oriented and project driven tasks a strong plus
• Experience managing tasks in a matrix project management environment is a strong plus
• Experience developing and driving adoption of cross departmental processes preferred
• Experience working with payroll and/or HR data a huge plus!

Physical Requirements:

• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

The base pay range for this position is $74,600 - $130,000/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.