Manager - Ops

Description & Requirements

Maximus is looking to hire Manager-Ops to support Aidvantage Program (for Office of Advocacy Department) under Department of Education portfolio.

Essential Duties and Responsibilities:

- Ensure project compliance with all operational requirements of the contract as well as corporate policies.

- Manage all project tasks to ensure cost-effective operations.

- Supervise subcontractors that provide services to programs.

- Oversee audits of operations.

- Produce monthly client and ad hoc reporting as needed.

- Collaborate with other managers to ensure effective coordination of activities.

- Develop and implement operational policies and procedures in collaboration with other key stakeholders.

- Establish and maintain effective relationships with key stakeholders.

- Oversee the development and implementation of innovative methodologies to improve service levels and overall operation efficiency.

- Collaborate with other functional areas to ensure compliance.

- Monitor performance against key indicators established internally or by the client(s).

- Generate solutions to issues or complex problems.

- Develop performance goals and objectives for staff and monitor achievement of those goals.

- Perform other duties as assigned.

Program Specific Essential Duties & Responsibilities:

- Provide support to staff support with cases/issues as needed

- Develop performance goals and objectives for staff and monitor achievement of those goals (one on ones, yearly reviews).

- Provide coaching to team members to work independently, efficiently, teach them how to manage up, communicate effectively and improve their letter writing and research skills.

- Identify training needs and provide feedback to the management for individuals specific accomplishes and/or weaknesses.

- Process improvements - self-identify opportunities for process, operational, and business improvements.

- Monitor performance against key indicators established internally or by the client(s).

-Take escalation calls when necessary and provide feedback to advocates and/or other business areas as needed.

- Generate solutions to issues or complex problems.

- Ensure project compliance with all operational requirements of the contract as well as corporate policies

- Collaborate with other managers to ensure effective coordination of activities.

- Oversee the development and implementation of innovative methodologies to improve service levels and overall operation efficiency

- Collaborate with other managers to ensure effective coordination of activities.

- Develop and implement operational policies and procedures in collaboration with other key stakeholders.

- Perform other duties as assigned.

Additional Requirements as per contract/client:

- FSA Department of Education experience

- At least 1 year of experience within the Office of the Customer Advocate (OCA) or 2 years' experience in a servicing environment to include education loan training

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