Essential Functions/Core Responsibilities

· Accountable for the overall operations and is the single point of contact for Clients to address improvements / issues / escalations.
· Ensures programs have proficient training, staff development, and effective employee relation/recognition programs.
· Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
· Oversee client relationships; facilitate open communications, understand clients’ perspectives/expectations and monitors client satisfaction.
· Analyze and maintain the Performance Standards; implement improvement plans / value adds / process enhancements as needed.
· Manage technical service-related operations, identity potential problems, technical gaps, and other obstacles with trouble shooting and problem solving.
· Select, train, develop, and manage performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.
· Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
· Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
· Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs and make adjustments to meet changing requirements.
· Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support.
· Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA, and partner to define action plans that resolve issues and drive continuous improvement.

Candidate Profile:

· Degree in related field with more than five years of experience (with at least two years of Progressive Management Experience) preferred.
· Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback.
· Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal.
· Work well under pressure and follow through on items to completion while maintaining professional demeanor.
· Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates.
· Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
· Demonstrates high sense of urgency, takes ownership during urgent situations, and manages the pressure accordingly.
· Demonstrated ability to mentor, coach and provide direction to a team of employees.
· Willingness to work a flexible schedule and/or as required.
· At least 2 years of tenure in current role.