Job Description

Job Track Description:


• Requires broad technical expertise and industry knowledge.
• Accountable for functional, operational, and/or program management.
• Assists others in achieving goals.
• Manages performance appraisals and pay reviews.
• Manages training for 3 or more employees.
• Manages hiring and termination actions.


General Profile


• Supervises daily tasks of complex business, technical support, or production teams.
• Responsible for team success.
• Works within established precedents and practices.
• Examines information to solve ongoing problems.
• Ability to perform work unsupervised.


Functional Knowledge


• Comprehensive understanding of a range of processes, procedures, systems and concepts in own field.


Business Expertise


• Understanding of how best teams integrate and work together to achieve company goals.


Impact


• Impacts a team, by example, through the quality service and information provided.


Leadership



Provides daily team supervision (e.g., coaching on performance, coordinating activities, checking on quality, and work progress).


Problem Solving


• Solves problems and evaluates possible solutions using technical experience and precedents.


Interpersonal Skills


• Uses tact to exchange ideas and information concisely and rationally.


Responsibility Statements


• Supports financial management.
• Supervises resources.
• Contributes to business growth and efficiencies.
• Responsible for performance management and conducting performance reviews.
• Manages escalated issues and complex tasks.
• Acts as Subject Matter Expert (SME).
• Ensures TAT is met for all volumes assigned to respective shifts through proper planning.
• Ensures Quality is met for all volumes processed during shifts.
• Ensures appropriate staffing; interviews candidates.
• Collaborates with Managers on key performance measures identified by the client.
• Facilitates work allocation.
• Tracks and monitors daily and monthly reporting.
• Participates in progress improvement without impact to quality of work.
• Communicates with teams and Managers to provide work status.
• Participates in meetings with internal teams and external clients.
• Performs other duties as assigned.
• Complies with all policies and standards.