Responsibilities

• Develop and direct strategic growth, and operational objectives.
• Integrate services and strategic plan with our mission, vision, and values.
• Support and lead from a process improvement perspective; utilize benchmarking data to achieve high levels of excellence and cost effectiveness.
• Establish open lines of communication between all departments allowing leadership and clients to contribute to innovation.
• Maintain staffing as volumes change; identify opportunities to modify systems and processes to further improve quality or reduce cost.
• Collect data on client feedback, gain an understanding of client escalations or lack of system functionality.
• Utilize current technology to develop and overcome process faults; recommend and implement resolutions.
• Disseminate information relevant to new product ideas and strategic changes to take place, throughout the organization.
• Maintain awareness of industry trends in order to capitalize on opportunities and counter competitor's strategic initiatives.
• Foster a positive team environment
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned
• Travel requirements: Travel expected up to 10% of the time

  Professional Skills

These are the professional skills we would expect from an individual fully established in this role.

• Customer Service - Advanced
• Verbal Communication  - Expert
• Written Communication - Expert
• Teamwork - Advanced
• Relationships - Advanced
• Negotiation - Advanced
• Organizational Awareness - Advanced
• Learning Agility - Advanced
• Analysis - Expert
• Problem Solving - Expert
• Process Orientation - Advanced
• Prioritization - Expert

Role Specific Skills

• Computer Skills: Advanced proficiencies in Microsoft Word, Excel, PowerPoint, Outlook required

People Management Skills

• Advanced proficiency in all people management processes, including recruitment, performance management and reward

• Advanced proficiency in building, growing and developing a team; including department structure design and resourcing
• Advanced proficiency in coaching and developing individual team members to reach their potential
• Proficient in engaging multiple teams through communication, processes, personal impact and influence

Qualifications

    Minimum Qualifications

• Bachelor’s degree
• Master’s Degree preferred
• 7 or more years of experience in an operations role
• 3 or more years of management experience required

    Other Relevant Qualifications

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Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.