PSG Operations Manager

The PSG Manager supports the PSG Management team in servicing PSG Division clients to ensure that outstanding customer service is maintained in accordance with client service order agreements and ACB policies and procedures. The position includes responsibility for the daily management of operational and tactical functions including, but not limited to: Claim status reporting; Resource allocation and management; Training; QA and SOC 1 Compliance; Developing and managing performance metrics for customer service and clerical functions; Identifying and implementing process improvements; Preparing and/or reviewing client Service Orders; client service escalations (personnel and/or customer service); IT escalations; Client transitions; Testing/Reviewing System upgrades/changes; preparing for and/or attending client meetings as needed.

DUTIES

Train and motivate supervisory staff to meet operational and tactical objectives.

Communicate information regarding claim status, turnaround time, client status and/or issues to management team on a daily basis.

Review claim status reports, workloads, account trends and resources with supervisors to ensure ACB production requirements are consistently maintained.

Adjust staffing and/or allocate overtime hours to PSG staff as needed to ensure ACB production requirements are consistently maintained. Manage overtime hours based on predetermined budget.

Identify and implement process improvements in cooperation with supervisors, other Management and GM, that will reduce labor hours and/or increase accuracy of clerical and customer service functions.

Work with Quality Assurance Lead to ensure division work quality is maintained, quality control and audit procedures are followed and staff is following company policies and procedures.

Oversee existing quality control processes and reports. This includes claim quantity, claim quality, phone monitoring, program information, specification sheets, account and procedural processes.

Work with auditing firm on annual SOC 1 Compliance including multiple internal reviews. Follow-up as needed during year with PSG staff to insure all guidelines are being met and procedures are being followed. Handle any internal reviews as well as annual compliance review.

Communicate successes and areas for improvement identified through quality control reports (in general and/or personnel specific situations) to supervisors and PSG Management team.

Oversee existing staff training process and reports. Identify and implement training opportunities that will increase performance levels and improve customer service. Identify and implement training tools that will add value for staff and/or supervisors.

Develop and implement performance metrics that pertain to customer service and clerical positions. Develop related management reporting and standards. Communicate successes and areas for improvement identified through performance metric reports (in general and/or personnel specific situations) to supervisors, PSG Management, the General Manager.

Oversee the research and resolution of client questions and complaints. Review and identify potential client-related issues and proactively offer solutions.

Prepare and/or review client service orders (new orders, re-writes and/or revisions). Issue revisions to acknowledge receipt of client Purchase Orders as needed. Issue revisions to extend client service order rates and terms and update client instructions as needed. Handle service order rewrites and pricing modifications as needed.

Manage projects related to current business, special programs and/or new client installations.

Working in concert with the Sr. Manager, IT Management, and the General Manager, work to oversee the management of projects and/or escalations between PSG and IT Divisions to ensure internal and external communications are maintained and deadlines are managed.

Participate in needs assessment meetings when new/expanded business opportunities arise. Work with project plan action item owner(s) to ensure milestones are completed and deadlines are managed and the Onboarding Team when necessary.

Assist in Management of the PSG Accounting staff. Review and make recommendations for maintaining and improving accounting processes based on account requirements, internal audit requirements and technological advances.

Working with the Sr. Manager and GM, assist with the review and recommendation of salary compensation for PSG staff associated with hiring decisions, scheduled appraisals, and staff promotions. Assist with recommendation of disciplinary actions and/or terminations as needed following review with Sr. Manager, HR Manager, and GM.

QUALIFICATIONS

Bachelor's degree in business or related field or equivalent experience.

Minimum of 5 years of demonstrated leadership and management experience in a customer service or production environment.

Prior experience leading a team in Payment Services and/or Advertising/compliance industry preferable.

Experience facilitating meetings and presentations is required.

PC knowledge, including Microsoft Office products; Outlook, Word, Excel and Access. SQL and HTML understanding helpful.

Project management skills

Customer service oriented

Goal oriented

Follow-up and organizational skills

Diplomacy

Strong communication and interpersonal skills

Flexibility and perseverance

Self-motivated

Patience

Positive and professional attitude

Current Openings for PSG Operations Manager Jobs at Advertising Checking Bureau