Section 1: Position Summary

This position will be responsible for leading a team of Shared Service Associates overseeing the daily operations for the various Ascensus business lines. The Manager will provide front level support to the team and will ensure the team provides a high level of customer service to both internal and external clients as well as ensuring all deliverables and SLAs are met on a daily basis.

This position is 5 days a week in-office at the Dresher, PA headquarters

Section 2: Job Functions, Essential Duties and Responsibilities

• Oversee the operations of the team to ensure high quality service and SLAs are met. Keep abreast of all transaction types, trends, system problems, etc. Keep upper management fully informed of issues regarding individual, team and/or unit's performance.
• Responsible for expense cost management, and vendor oversight as well as assisting with budget preparation and budget management.
• Track associates' performance and provide feedback through daily/monthly/quarterly continuous dialogue discussions. Monitor team and respond to exceptions to established standards.
• Advise Operations Associates in determining appropriate responses to inquiries. Serve as the first level of support to staff to assist with the most difficult and/or sensitive operational issues.
• Develop workflow alternatives that will streamline the production process, including the identification of opportunities for improvement, make recommendations for changes and help implement those changes.
• Produce Monitor daily/weekly/monthly production reports including work completed and the status of work outstanding to ensure SLA's are being achieved.
• Collaborate with Operations, Client Service, Participant Services, Relationship Management and Sales by supporting internal processes and responding to inquiries.
• Provide solutions that reduce risk and cost expense while increasing efficiency and work with other departments to determine best practices.
• Develop and communicate departmental objectives / goals and devise strategies for successful delivery of the objectives / goals.
• Represent the unit or division on interdepartmental project teams, and/or lead project teams within Client Operations.
• Provide imaging and fulfillment support to all areas of Ascensus.
• Develop, track, and report out on key performance indicators to senior management and other key stakeholders.
• Maintain print and fulfillment vendor relationships across Ascensus.
• Establish and monitor training for associates, determine training needs and requirements.
• Performs / assists with other duties and special projects as assigned.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always should be visible in your actions on a day-to-day basis showing your support of our organizational culture.

This position is 5 days a week in-office at the Dresher, PA headquarters

Supervision

• Building of Associate development plans
• Conduct regular continuous dialogue sessions with associates.
• Prepare and conduct Performance reviews.
• Maintain clear & detailed documentation for associate interactions regarding performance.
• Assist in the hiring process by conducting interviews.
• Provide mentoring, development, and coaching to all associates.
• Participate in the hiring process by working closely with Human Resources to identify strong candidates, conducting interviews and evaluate candidates.

Section 3: Experience, Skills, Knowledge Requirements

• Bachelors degree or equivalent work experience.
• 3-5 years of financial service experience
• 3-5 years of mail or print experience
• 3-5 years of supervisory/management experience
• Excellent written and oral communication skills.
• Excellent analytical and problem-solving skills.
• Detail oriented and able to work well within given timeframes and standards.
• Ability to work well under pressure with multiple priorities and deadlines.
• Familiarity MS-Office software applications, including Excel, PowerPoint, and Word.

We are proud to be an Equal Opportunity Employer

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