Senior Operations Manager (Onsite Richmond, Virginia)

Essential Duties and Responsibilities:

- Oversee the daily operations of a team to ensure performance metrics are met.

- Provide action plans and timelines for performance improvement as needed.

- Maintain updated knowledge of performance requirements as well as corporate and project policies and procedures.

Provide updates to staff regarding these policies and procedures.

- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.

- Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.

- Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored.

- Monitor performance goals and objectives for staff and complete related reports.

- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and escalate issues timely to Project leadership.

- Monitor compliance with ISO standards as applicable.

- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures.

- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.

- Responsible for identifying and resolving issues, problems, and concerns with employees.

- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.

- Provide direction to staff when complaints are escalated to management level.

- Performs other duties as required by Project leadership.

- Oversee mailroom operations, ensuring service level agreements (SLAs) are met and proactively resolving delays or bottlenecks.

- Supervise Quality Assurance and Appeals departments, maintaining high standards and achieving SLAs.

- Collaborate with other leaders to address challenges, trends, and potential project risks, including those with financial implications.

- Ensure contractual obligations and project targets are consistently achieved while safeguarding the operation's financial health.

- Foster active and professional communication with project contacts to support goal achievement.

- Work closely with project management staff and leadership to monitor departmental performance and operational goals.

- Swiftly and effectively address issues raised by clients or project staff.

- Maintain daily communication with supervisors for task tracking and encourage cross-functional collaboration to streamline workflows and promote continuous improvement.

- Serve as a resource for staff, resolving escalated issues, clarifying policies and procedures, and supporting team development.

- Participate in program material reviews, risk monitoring, and keeping the Project Manager informed.

- Partner with the Training Department and Operations leadership to address quality concerns and uphold annual performance...