This Job Vacancy has Expired!

Operations Support Supervisor

Posted on Apr 9, 2019 by Public Consulting Group

Medford, MA 02153
Senior Appointments
Immediate Start
Annual Salary
Public Consulting Group, Inc. (PCG) provides management consulting and technology services to help public sector education, health, human services, and other government clients achieve their performance goals and better serve populations in need. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has more than 1,700 professionals in 55 offices around the U.S. and in Montreal, UK and Poland. The firm draws on more than two decades of consulting to public sector clients in all 50 states and Canada to deliver best-practice solutions and measurable results to state and local public agencies, state-operated facilities, and private providers that do business with government agencies. PCG is committed to a diverse workforce which is a reflection of our clients and the people they serve. Our organizational culture attracts and rewards people who are results-oriented and interested in making an immediate impact on their community as well as their own career.
OPERATIONS SUPPORT DESCRIPTION: The operations support team manages the inbound document and outgoing mail process. Inbound documents are received by our mail room, scanned and uploaded for a triage process to determine document type and thereafter allocated to the appropriate department for processing. Once triage and scanning occurs documents can be managed electronically and in some instance travel direct to the processing department through our BPM (Business Process Management) system. The operations support team completes fulfillment of Customer Service, Program Management and internal FOC team requests. The support team manages the outbound mail inserting, postage and deliverable process. GENERAL SUMMARY : This position is primarily responsible for supervising a team of non-exempt employees providing day-to-day management of the inbound document process. Along with having responsibility for the daily supervisor of the team, this position is responsible for interacting with Customer Service, Program Management and external third-party vendors in the execution of the inbound document process. The Operations Support Supervisor will manage all aspects of operations support department including staff supervision, policies and procedure development, extensive reporting and vendor management. Supervise team lead and staff across geographies to ensure that staff is meeting daily service requirements, including supply and equipment inventory. Apply demonstrated project management skills to ensure project deliverables and expectations are met on a daily basis. Assist Manager, Financial Operations Center to develop and enhance PPL s technical and operational capacity to deliver financial services processing in multiple states. ESSENTIAL DUTIES AND RESPONSIBILITIES : ( Other duties may be assigned as appropriate and necessary ). The requirements listed below are ranked in order of importance and are representative of the knowledge, skill, and/or abilities required to do the job successfully. Include appropriate references to quantitative abilities, computer skills, writing skills, research skills and general attributes. Manage Daily Operations Support Ensure timely and accurate fulfillment of contractual obligations and internal SLAs Performance Objectives Processing all incoming and outgoing mail / payroll checks Manage triage process through BPM (Business Process Management) system Creating reports and identifying areas of improvement Create and manage staff against internal project work place Ensure staff understanding of day to day project priorities, level of effort, and deadlines Monitor staff performance and follow up on areas of deficiency Ensure staff are effectively performing all responsibilities as outlined in job description Supervise Line Staff Supervise Team Leaders to ensure resources are adequately coordinated to meet contractual obligations Troubleshoot issues on a daily basis including validation and auditing Evaluate internal controls and identify staff training needs on an ongoing basis Establish and implement project policies and procedures Serve as Key Operations Center Liaison Contributing member of the FOC senior leadership team Identify management information system issues and work with IT staff to execute a solution Establish and maintain excellent communication with call center operations staff in Phoenix Lead ad hoc inter-office assignments as assigned
EDUCATION and/or PREVIOUS EXPERIENCE REQUIRED (include any required certificates, licenses and registrations) : Education: Relevant Bachelor s Degree or equivalent experience, Master s Degree a plus Experience: 3 + years progressive experience with operations center projects, 5 + years prior supervisory experience, with multiple reports 2 + years vendor management experience Skills: Experienced Leader Demonstrated ability to leverage data insights in order to drive team performance and operational improvements Superior attention to detail Demonstrated team work and relationship building skills Must be proficient in Microsoft applications such as MS Excel and MS PowerPoint Demonstrated exceptional communication/interpersonal skills Vendor Management and relationship management experience SUPERVISORY RESPONSIBILITIES : FO Specialist FO Associate II FO Associate I Others as assigned by FO Manager #LI-TW1

Reference: 690531585