Operations Manager

SUMMARY: 

The Operations Manager is responsible for the oversight of an assigned Corporate Team within the Fulfillment Services Department.

This person shall apply their comprehensive understanding of the services provided to properly train and lead their team members in the most productive manner.

This person is directly responsible for the quality of the clients’ experience with the company and shall exercise independent judgment in making decisions and solving problems which adhere to the expectations, policies, and goals of the company.

Essential Functions: 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


* Maintain proper staffing by orienting, training, assigning, and scheduling team members.


* Build and maintain relationships with Secretary of State staff by exemplifying RASi core values.


* Develop team members’ knowledge by applying best practices, distributing training materials/reference resources, and ensuring service skills certifications are met.


* Ensure employees provide service in a manner that consistently meets or exceeds the clients’ expectations.


* Make certain employee performance expectations are met by communicating and documenting job expectations while providing coaching and counseling as necessary.


* Assist with the execution of a quality control system by enforcing customer service standards and periodically auditing the work product and billings of employees.


* Uphold productivity by assessing, addressing, and monitoring the teams’ workloads and making necessary staffing adjustments to ensure that the service needs of clients are met in an appropriate and prompt manner, including providing direct assistance or coverage when appropriate.


* Resolve client issues and employee conflicts in a timely manner consistent with service standards and company policies.


* Provide employee praise and recognition when warranted.


* Maintain a hands-on practical knowledge of all procedures and mechanisms for performing all services provided by the department.


* Build and maintain client relationships, and responsible for effectively communicating with clients regarding corporate services.


* Respond and resolve incoming client, affiliate, and vendor/correspondent requests, queries, issues and concerns via phone and email.


* Efficiently manage the entire order process from initial client inquiry through processing, invoicing and follow up.


* Responsible for the preparation, review and filing of various corporate filings, obtaining corporate document retrieval/certificate, and processing apostille/authentication/legalization requests.


* Any other duties of similar or lesser nature as required.


* Coordinating project/order assistance with other team leads/managers during busy periods to assist the additional corporate teams with overflow work as applicable/appropriate.

COMPETENCIE...