Manages overall process of day to day operations for all services provided to client
Demonstrates a comprehensive mastery of all day-to-day and strategic operational functions that are required to service the client. The Ops Mgr will be expected to have an interactive knowledge of all site systems, including WAND and any client systems included in the scope of work for that client.
Maintain a current Standard Operating procedures (SOP) manual that facilitates cross training and desk coverage. Desk coverage must be seamless to the services contracted and expected by the client.
Establish priorities, meet timelines/deadlines, and display good organizational, professional, interpersonal, and presentation skills
Understand the details of COMPANYs menu of services, operations procedures and site-specific contracts. This includes: payroll, human resources, accounts payable and receivable, expense guidelines, credit and collections, risk management, workers compensation etc.
Maintain and demonstrate knowledge of clients industry, products, markets, competition, and financial positions by frequenting the clients website and reading about client. Read client product material. Establish on-site awareness of important business development opportunities as well as market changes that client is experiencing. Ensure that on-site staff is also immersed in understanding the clients business. Establish and maintain a professional working relationship with client contact responsible for the COMPANY program.
Maintain a presence that adds credibility and positive perception of Ops Mgr. and on-site team. Excellent credibility of the on-site is imperative to the success of the on-site service
Complete Departmental Company files for all new program users by introducing COMPANY, understanding their needs and expectations, and presenting COMPANY as a solution
Facilitate issue resolution within client contacts to achieve an outcome that is in COMPANYs best interest
Handle Employee Relations issues and facilitate with appropriate client and internal COMPANY HR contacts.
Prepare and present client Quality Business Reviews, in partnership with the PM.
Maintain a clear line of communication with PM and Senior Client Services management as needed to insure successful service delivery.
Identify new decision-makers/client contacts to PM and assist in building relationship.
Coordinate all coverage issues for self and on-site team as needed for site coverage.
Ops Mgr. knows and can function in the absence of a CSC as needed to support the daily services to the client. In addition, will closely work with PM, as needed for support and guidance.
For sites providing a technical Staffing Desk, technical recruiting experience is required.
Conduct continuous analyses of supplier partnership, resume submittals, interviews to hire, new hires, process compliance, and billing. Use Score Card quality metrics relevant to your site model
Working knowledge of labor and employment laws
Process improvement experience
Experience with client interface, aware of organizational culture differences
Previous management experience in business Development /client management, branch operations, Human Resources, and customer service.
Ability to communicate effectively in writing, verbally, interpersonally, and in presentations. Able to interact and communicate with all levels of staff and management.
Experience with on-site operations for Fortune 500/1000 companies