Responsibilities
- Oversee contracted operations to meet both client requirements and employee needs
- Lead and build a high-performing team aligned with client objectives
- Manage the full employment lifecycle for direct and indirect reports, including recruitment, onboarding, training, performance reviews, development planning, succession, and offboarding
- Ensure team compliance with organizational and client policies, service level agreements, and quality standards, applying corrective actions when needed
- Maintain consistent communication through regular team and individual meetings to share updates, clarify expectations, and review performance and development progress
- Promote cross-training and collaboration to enhance service delivery efficiency
- Provide operational leadership to meet or exceed client expectations
- Implement and maintain high-quality service delivery using standard procedures, strategic planning, and performance metrics to ensure client satisfaction and team effectiveness
- Ensure proper adoption and use of Engage by the team in alignment with best practices
- Understand Engage system functionality, including required inputs and generated data outputs
- Leverage Engage data at an expert level for client reporting and to monitor team performance, workflow, quality, and individual productivity
- Lead continuous improvement initiatives, proactively identify risks, propose solutions, and resolve escalated client issues promptly
- Oversee staffing levels and workflow distribution, using workflow tools to align headcount with volume demands and assign resources by shift or service line
- Analyze monthly P&L statements and submit required adjustments to the financial analyst
- Monitor labor allocations, manage overtime and time-off to minimize non-billable costs
- Generate and distribute monthly invoices in compliance with contract terms
- Contribute to budget planning and ensure operations adhere to timelines and financial targets
- Cultivate strong client relationships by consistently delivering high customer satisfaction
- Prepare and deliver monthly Client Service Reviews, using data insights to suggest process improvements and support client decision-making
- Regularly collect client feedback through structured outreach efforts
- Inform clients about current and available services by leveraging in-depth understanding of their business and how services contribute to their success
- Identify and escalate opportunities for account expansion, new service offerings, or solutions to client challenges through client engagement
- Lead or support due diligence and implementation activities for new business within assigned accounts, including people, processes, and technology integration
- Comply with all company and client site-specific policies and procedures
