Operations Manager

United States
Cockeysville, MD
Jun 13, 2017
Jun 21, 2017
Full Time
JOB SUMMARY: The Operations Manager oversees the day-to-day operational functions of the Processing and Client Service teams and their workflows and production activities. The Manager will work closely with all teams in Operations while supporting the Director.The position will write reports, assist with vendor management, maintain costs, and verify research information while also ensuring that quality standards are adhered to and followed consistently.Essential Functions:The functions listed describe the business purpose of this job. Specific duties or tasks may vary and be documented separately. The employee might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.Employees are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.In performing functions, duties or tasks, employees are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Employees are required to notify superiors upon becoming aware of unsafe working conditions.All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from superiors or authorized company representatives.The Essential Functions Include:Represent Pinkerton's core values of integrity, vigilance, and excellence.Supervise direct reports and associated work schedules and assigned tasks;Follow-up daily on incomplete tasks and productivity issues.Establish and maintain interpersonal relationships and communication with the team, peers, and management.Coach and guide the team;Provide direction and assist with the completion of difficult or complicated tasks.Conduct new hire training and on-going development, complete employee performance reviews, promote high quality service/work standards, and track attendance/time off usage.Foster and encourage positive team morale.Ensure service delivery issues are promptly and thoroughly reviewed and processed.Oversee special client requests;Coordinate, maintain, and communicate to ensure exceptional service standards.Review processes and policies in support of organizational goals and make recommendations for improvements.Prepare reports for Director, as needed.Maintain client relationships while addressing concerns and implementing process improvements.Manage special projects, as needed.All other duties, as assigned.Minimum Hiring Standards:Additional qualifications may be specified and receive preference, depending upon the nature of the position.Must have a High School Diploma or GED.Must be willing to participate in the Company's pre-employment screening process including drug testing and background investigation.Must be at least 18 years of age.Must have a reliable means of communication (ie, email, cell phone).Must have a reliable means of transportation (public or private).Must have the legal right to work in the United States.Must have the ability to speak, read, and write English.Education/Experience:Bachelor's degree and five years of customer service management and/or background screening management experience, or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company. Competencies (As Demonstrated Through Experience, Training, and/or Testing):Experience with administrative procedures.Effective conflict resolution skills.Excellent verbal and written communication skills.Effective time management skills.Customer and results orientated.Proficient typing skills.Sound judgment and decision-making ability.Serve as positive team leader.Attentive to detail and accuracy.Able to work in a fast paced environment under multiple deadlines and competing priorities.Computer skills; Microsoft Office.Working Conditions (Physical/Mental Demands):With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions. In addition to other demands, the demands of the job include:Must undergo and meet company standards for background and reference checks, drug testing, and behavioral selection survey.Maintain composure in dealing with authorities, executives, clients, staff, and the public occasionally under conditions of urgency and in pressure situations.Exposure to sensitive and confidential information.Regular computer usage.Ability to handle multiple tasks concurrently.Must be able to see, hear, speak, and write clearly in order to communicate with employees and/or customers. Manual dexterity required for occasional reaching and lifting of small objects and operating office equipment. Close and distance vision and ability to adjust focus.Frequent sitting.Travel, as required. EOE/M/F/Vet/Disabilities

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