About this role
Job Track Description:
- Requires broad technical expertise and company/industry knowledge.
- Accountable for program management functions.
- Assists others in achieving goals.
- Manages performance appraisals and pay reviews.
- Manages training for 3 or more employees.
- Manages hiring and termination actions.
- Requires broad technical expertise and company/industry knowledge.
- Is accountable for program management functions.
General Profile
- Accountable for team performance and results.
- Manages professional employees and/or supervisors.
- Adapts plans and priorities based on resource and operational challenges.
- Acts based on policies, procedures.
- Receives guidance from managers.
- Provides technical guidance to employees, colleagues, and customers.
Functional Knowledge
- Understands and applies concepts in the field of expertise.
- Has growing knowledge of other disciplines.
Business Expertise
- Translates strategy and priorities into work product.
Impact
- Positively impacts the level of service.
- Impacts the team’s ability to meet quality, volume, and timeline targets.
- Guides based on policies, resource requirements, budgets, and business plans.
Leadership
- Builds team engagement to meet service and operational challenges.
- Provides recommendations for OT, operational expenses, and rollup data.
Problem Solving
- Resolves technical, operational, and organizational problems.
- May take part in solving problems across a matrix.
Interpersonal Skills
- Guides and influences internal and external customers, or agencies.
Responsibility Statements
- Leads day-to-day functions and activities across departments, including people management and operational subjects.
- Assists in business unit performance driving SLAs and adherence to business unit metrics.
- Drives innovation and efficiencies of business opportunities, applying processes improvements, and new systems.
- Helps manage employee teams through coaching and development
- Addresses people matters and identifies development opportunities.
- Day-to-day operations client contact to resolve systems issues.
- Provides feedback to clients on quality and workload issues.
- Generates reports on performance measurement and KPIs to facilitate business decisions.
- Responsible for compliance with organizational policies and local regulations.
- Responsible for keeping the business continuity plan (BCP) updated and executed.
- Performs other duties as assigned.
- Complies with all policies, procedures, and standards.