Operations Manager

POSITION SUMMARY:

Aid Regional Site Manager or Operations senior management in establishing production standards and goals related to the Productivity, Quality and Control of the site’s operating environment. Ensure that the tools and processes to measure performance of all associates, including supervisors and production managers, are in place and functioning. Ensure direct reports and their teams are executing their designated roles effectively and in line with site standards.

Responsible for security and general physical upkeep of the site and all TransCentra assets within the site. Act as deputy for Regional Site Manager responsibilities (e.g. financials, vendor payment approvals, site-wide communications, goal setting, etc.) for coverage purposes as needed. DPS Client Services function may report into this position.

DUTIES AND RESPONSIBILITIES:

• Ensure all site staff receives clear communication on site standards and goals.
• Guarantee all associates receive timely and regular feedback, coaching and corrective action regarding their performance.
• Act as first level escalation for production issues on which Supervisors and Production Managers require assistance.
• Provide direct leadership to direct reports and their teams. Provide “lead by example” leadership to non-direct reports within the site.
• Represent site on client tours and calls as needed.
• Responsible for daily capacity management including volume forecasting and labor staffing
• Facilitate and coordinate site audit inspections for SAS70 and clients
• Responsible for site facilities management and local vendor management
• Daily management reporting
• Execute continuous, quantifiable performance improvements in Productivity, Quality and Control.
• Foster a work environment that values diversity, accountability, respect for others and performance results.
• Fulfill “people management” duties for direct reports and ensure those same duties are fulfilled by those direct reports for their teams.
• Ensure staffing/recruitment needs are met in coordination with Human Resources.
• Act as deputy to Regional Site Manager as required including, but not be limited to, financial management (i.e., budget forecasting, P&L variance reporting, vendor payment approvals, etc.), goal setting, and delivery of site-wide communications (i.e., monthly meetings, coordination for disaster recovery, etc.)
  

EXPERIENCE AND QUALIFICATIONS:

• Minimum of seven (7) years of management experience in a financial transaction production environment required; at least 3 of which at the Assistant Manager/Production Manager or Site Manager level.
• Minimum of five (5) years Retail Lockbox processing experience is preferred.
• Bachelor’s degree in Business or a related discipline is preferred. Equivalent years of additional ‘management’ experience may be substituted on a case-by-case basis.
  

KNOWLEDGE, SKILLS AND ABILITIES:

• Exceptional leadership experience, including staff development, innovation and strategic planning in operations.
• Strong project management skills with ability to execute plans on time and with desired results.
• Demonstrated ability to manage effectively and coach others to do the same.
• Ability to motivate and create a team environment that instills individual accountability.
• Superior skills in trouble shooting and conflict resolution. Demonstrated ability to effectively negotiate or mediate issues
• A proactive and hands on approach
• Excellent interpersonal skills
• Outstanding written communication and documentation, and analytical reporting skills.
• Possess strong computer skills in MS Office Suite.
  

PHYSICAL DEMANDS:

• Flexibility to cover the needs of the business regardless of shift.
• Travel up to 20 % may be required.
• Must be able to lift up to 30 lbs.
• May be required to sit for extended periods of time.
• Physical ability to travel between production and computer room.
• Extended periods of standing and/or sitting

Use of electronic equipment, including computers and telephones, for extended periods of time.