Back Office Manager - Operations

POSITION DESCRIPTION

Position Title: Back Office Manager

Reports Directly to: Senior Manager / Site Leader

Position Overview:

The Back Office Manager is responsible for making sure that the day-to-day back-office production tasks conducted are designed and carried out in a manner that ensures the attainment of Customer Service Level Agreements as well as company budget and profitability targets.

Primary Responsibilities:

· Leads designated production projects to meet or exceed gross margin targets for all assigned projects

· Responsible for directing all production projects to meet or exceed client Service Level Agreements, or other client contractual obligations, for the assigned projects, in support of the Senior Manager

· Manages the maintenance of budgets for all production projects as assigned by the Senior Manager

· Sustains and regularly maintains the production portion of the monthly operations metrics to the DATAMARK executive team.

· Assigns Assistant Managers and Supervisors to projects, including new projects

· Reinforces the productivity standards in order to determine best practices in such a way that the financial goals of the projects assigned to them are met

· Accountable for the creation of bonus incentive plans for all production personnel designed to assist in meeting the productivity standards

· Creates and delivers presentations for both clients and executive management that accurately reflect the quality, productivity, and financial performance of assigned projects

· Fosters and maintains an excellent customer relationship with DATAMARK customers to enhance customer satisfaction as well as service opportunities.

· Utilizes the DATAMARK ISO BPMS (Business Process Management System) or site-specific BPMS system to control the back office operations and ensures documentation is current, training materials are up to date and effective, and production practices are consistent with contractual obligations.

· Develops Assistant Managers and Supervisors for promotional opportunities, and evaluates the performance of direct reports

· Assists with hiring and training new staff

· Capable of conducting the work activities of any of the assigned Back Office Assistant Managers when necessary

Minimum Qualifications:

Education Requirements:

o High School Diploma or equivalent

o Bachelor’s Degree preferred

Field Experience:

o At least 8 years of back office field experience including 4 years in a supervisory role and 2 years in a management role.

Position Experience:

o At least 2 years of experience in a back office management role.

Other Qualifications:

o Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required.

o Experience with meeting company budgets, profitability targets, and creating staffing plans.

Requirements

Required Skills:

· Excellent leadership and mentoring skills

· Excellent written and verbal communication skills

· Extensive knowledge of Back Office procedures and principles

· Demonstrated analytical/problem-solving skills

· Excellent multi-tasking skills

· Excellent interpersonal skills

· Organized with attention to detail.

· Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.

· Ability to coach and mentor Back Office associates

Benefits

PF, Gratuity, Mediclaim, PLI