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Corporate Responsibilities
- Oversight for management of service delivery within Program Operations Team.
- Oversight for management of Billing and Invoicing functions within Corporate Finance Team.
- Guides MSP RESOURCE MANAGER service delivery members in the profitable, effective and ethical operation of their respective accounts.
- Assists in preparing business forecasts and operational performance reports.
Account Operations Responsibilities
- Builds a cohesive team of service delivery staff dedicated to ongoing improvement of business operations
- Ensures that MSP RESOURCE MANAGER maintains a consistent focus on customer service; provides guidance and support in the retention of profitable business; builds relationships at key accounts.
- Directs and participates in regular account reviews; provides feedback on strengthening key competencies, improving service delivery; attracting high caliber service staff; containing operating expenses and managing within budget.
- Participates in quarterly performance reviews with key accounts; ensures performance meets agreed service levels; implements any appropriate follow-up actions.
- Supports service delivery personnel in the prompt and effective resolution of legal, financial, H.R., administrative and safety/workers’ compensation issues.
- Intervenes to address service delivery issues before customer relationships are disturbed.
Management Responsibilities
- Analyzes operational and financial performance indicators and monitors trends to ensure service delivery meets agreed levels.
- Manages the recruitment, selection, orientation, development and retention of high caliber staff.
- Sets performance objectives, provides ongoing training, coaching/counseling and supervision of operations personnel, conducts periodic performance reviews; takes corrective actions as appropriate; manages compensation adjustments.
General Responsibilities
- Identifies needs for expansion of existing service delivery technology and development of new technology solutions. Participates with corporate resources in defining requirements, designing functionality, implementing new technology, etc.
- Participates in the development of the annual strategic business plan and budget; monitors progress against business objectives throughout the year.
- Evaluates industry/business trends for potential impact on the organization; identifies key business opportunities and potential threats to the organization.
- Identifies opportunities for establishing relationships with complimentary business partners in the pursuit of new business. Develops and manages such relationships in the best interests of the company.
- Identifies opportunities for new service offerings and/or extensions of existing service offerings to support continued expansion of the business.
- Carries out all responsibilities in an honest, ethical and professional manner.
SUPERVISORY DUTIES:
In accordance with applicable organizational policies/procedures and Federal/State laws, may perform the following supervisory responsibilities: Interviewing, hiring orienting and training employees; planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Supervises: (direct reports may include the following positions)
- Resource Managers / Program Coordinators
- On-boarding Specialists
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MINIMUM QUALIFICATIONS:
The following are the minimum qualifications that an individual needs in order to successfully perform the duties and responsibilities of this position. Please note that the minimum qualifications may vary based upon the department size and/or geographic location.
Knowledge:
- Bachelors Degree and 10+ years progressively responsible, related business experience or equivalent combination of education/training and experience
- Strong understanding of staffing industry and demonstrated knowledge/capabilities in the areas of financial analysis, human resources/administration, legal and ethical practices, marketing/business development, sales and workers compensation.
- Demonstrated success in service delivery and operations management.
Skills/Abilities:
- Ability to establish strong interpersonal business relationships fostering confidence and trust
- Ability to be an effective leader of complex service delivery teams
- Build and foster strong team relationships
- Ability to think strategically, synthesize business/financial data and develop innovative solutions
- Excellent planning, organizing and leadership/supervisory skills
- Excellent verbal, written, sales and executive presentation skills
- Strong customer, entrepreneurial and results orientation; willingness to take prudent risks
- Ability to interact effectively at all levels and across diverse cultures
- Ability to facilitate progressive change
- Ability to work successfully in a loosely-structured, fast-paced and rapidly-changing business environment
- Ability to adapt as the external environment and organization evolves
Shift time: EST/CST/PST (Monday to Friday)
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