Operations Manager- Center of Excellence
2 weeks ago
JOB SUMMARY
Ontellus is the leading records retrieval service partner, providing Best-In-Class technology with
unparalleled data security for insurance claims & litigation. As a critical enabler of the Ontellus operating model, the Centers of Excellence (COE) Manager will oversee the day-to-day operations of the function. They will have the proven ability to plan and manage operational processes for maximum efficiency. The COE Manager is the driver of the process inside the site/function and plays a key role in setting the environment and the conditions for the operations to be successful. This position will work with the COE Director to set strategic operational goals and be responsible for executing on those goals in a timely manner.
ESSENTIAL RESPONSIBILITIES
• Run the Business Production Tasks:
o Tracks department input/output and documents current performance by function.
o Validate and maximize capacity and resource utilization. Course correct as needed
o Attend/provide updates at operation meetings.
o Walk production floor, assess status, and implements actions to close the gap in performance.
o Lead daily team huddles including assessment of prior day performance and current day plan.
o Audit internal quality, including SOP compliance and work status routing. Provide feedback to
internal suppliers/managers as needed.
o Prepare and publish any quality alerts, training materials as needed.
o Provides superior customer service by responding to inquiries and develop countermeasures.
• People Tasks
o Communicates business updates, customer feedback, and changes.
o Prepare and attend One on One with Operations Manager.
o Ensure Performance Management Actions are on track.
o Manages, develops, and trains personnel; maintains peak level of employee morale and
motivation within organization for maximum level of productivity and employee retention.
o Plans and conducts regular staff meetings to inform, educate, and recognize employees, as well
as to provide a forum for exchange of ideas.
• Team Performance Management Review:
o Conduct regular touch points with direct reports.
o Provides recognition and areas for improved performance.
o Review team/individual performance KPI, productivity, quality for gaps. Develop actions plans.
o Assess training needs including new hires, cross training, and internal resource loans.
o Coaches and develops employees including performance management in accordance with
company policy
o Documents disciplinary issues as they relate to performance behavior.
o Prepares performance appraisals for HR approval, and presentation to employee
• Administrative Tasks:
o Handles all payroll functionalities including approving/denying time off requests, corresponding
with employees regarding missed/late punches, and approving payroll for processing.
o Documents all unscheduled absences and late punches.
o Management of vendor relationships relative to the Production department
• Improve the Business Tasks:
o Identifies opportunities for process improvements and document Best Demonstrated Practices.
o Participates in Center of Excellence (COE) continuous improvement events and support
execution of related projects or rapid experiments.
o Develop team fungibility to support COE functions across systems.
• Compliance Tasks:
o Adheres to local, State, and Federal regulations inclusive but not limited to DOL, OSHA, DFEH,
and EEOC.
o Maintains equipment and reports service requests as needed.
o Maintains the production and file rooms in an organized fashion.
o Assists in maintaining the security of the records and facilities by conducting operations in a
manner which promotes the safety of employees and security of client orders.
o Assures all assets are secured and handled appropriately to minimize damage and property
loss.
o Participates in monthly safety meetings to minimize accidents, incorporating a wellness attitude
among all staff members.
o Executes Company policies, procedures, and programs in a professional, effective, and timely
manner.
o Maintains business confidentiality relative to personnel, pricing, promotion, customer lists, and
methods of distribution.
• Communicates effectively between departments and shifts to enhance overall business needs.
• Other duties as assigned
JOB REQUIREMENTS
• BA/BS Management, Business, Operations(preferred)
• Prior experience with a legal support organization preferred.
• Ability to analyze, develop, initiate, and implement plans and strategies to achieve goals.
• Strong computer skills; ability to navigate through the Internet, MS Office, and email.
• Outstanding interpersonal skills with, peers, superiors, customers, and other partners.
• Ability to prioritize and meet critical deadlines.
• Ability to motivate, develop, lead and direct employees
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