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Operations Director

2 months ago

Morrisville North Carolina, United States Mercalis Full time
Job Description

Job Title: Operations Director

Job Summary:

Mercalis is seeking an experienced Operations Director to oversee the management of shared services within our program. The ideal candidate will have a strong background in program management and be able to evaluate existing processes and develop improvement plans for assigned areas.

Key Responsibilities:

  • Lead the vision for the Operations Excellence team and drive assigned performance responsibilities of team through supervisors
  • Monitor and report on program statistics and metrics identifying process inefficiencies and influence internal partners through fact-based recommendations to management on process improvements
  • Coordinate with business, technical, program operations, and leadership teams to develop program operational SOPs and improve documentation
  • Classify risks and opportunities associated with redesign/improvement decisions; while ensuring alignment with Program vision
  • Collaborating with franchise area leadership and process owners to review and discuss process issues; identify primary risks, risk appetite and controls used to proactively manage risk
  • Protect and promote the Program brand by ensuring adherence to program policies and compliance, brand, and verbal standards
  • Develop and maintain strong working relationships and strategic partnerships with key program internal and external stakeholders to maximize program effectiveness and influence
  • Chair and lead the Field Advisory Board and brief the Strategy and Steering Committee on key insights derived from the Board meetings
  • Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
  • Identify and evaluate state-of-the-art technologies; define user requirements; establish productivity, quality, and customer-service standards;
  • Escalate issues that put the program's course in jeopardy of not delivering to contracted standards
  • Travel on a limited basis to and attend related meetings/conferences as required
  • Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees
  • Administer scheduling systems; communicate job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
  • On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data
  • Ensure all SOPS are followed with consistency
  • Conducts miscellaneous tasks or projects as assigned.

Requirements:

  • Bachelor's degree (or equivalent)
  • 3-4 years of Program Management experience is preferred
  • Extensive knowledge in Microsoft Office Suite, and other business assistance software platforms
  • Highly organized and detail-oriented
  • Effective time management
  • Budget management skills
  • Ability to resolve conflicting situations, strong in deductive reasoning and problem solving, analytical mindset
  • Exceptional communication skills, including verbal and written, ability to interact with internal and external stakeholders
  • Flexibility
  • Ability to work independently and as part of a team
  • Ability to adapt and learn computer systems
  • PMP valued but not required