Position Summary

This leadership position is responsible for leading a remote team within our Managed Services area to ensure services are performed in a quality manner, productivity gains are achieved, and internal/external customer client service expectations are met. This role requires you to work hybrid, local remote to the Neenah, WI corporate campus or onsite.

Job Responsibilities

• Leads, develops and coaches team:
  • Provides clear expectations, feedback and recognition
  • Participates in the hiring/selection process
  • Writes and conducts performance evaluations and progress reports
  • Handles associate relations issues
• Delivers results in line with the following key metrics/accountabilities:
  • Associate retention
  • Client loyalty and retention objectives
  • Revenue and gross margin objectives
  • Service turnaround times and work processing deadlines (state and internal)
  • Productivity objectives
  • Quality objectives
• Builds a culture around operational excellence core capabilities of data based decision-making, shared responsibility and accountability, engaging in healthy feedback, driving process improvement, and continuously enhancing our client experience.
• Applies Quality Management and Business Process Improvement principles. Facilitates continuous process improvements for the department and the company as a whole. Fosters environment for associates to participate in process improvement efforts.
• Designs, implements and monitors internal processes, procedures, and measurement systems to ensure production, accuracy, client experience and regulatory requirements are satisfied.
• Acquires and maintains expertise on regulatory requirements. Plays a lead role in modifying services to accommodate changing regulatory requirements.
• Actively participates in business planning, new service development, partnership development, and other tactical departmental processes and procedures to identify service enhancements and internal productivity gains.
• Maintains ongoing communication and positive working relationships with all associates, clients, business partners, vendors and J. J. Keller departments to resolve service issues and other concerns in a fair, consistent and timely manner.
• Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensure that staff follows these same guidelines.
• Enforces and supports all company and department policies, procedures, and initiatives. Fully support the company's commitment to safety and the environment and strive to maintain a clean, healthy and safe workplace.
  

Qualifications

Experience:

• 5+ years of experience in a services delivery or customer service environment.
• People leadership experience preferred.

Education:

• Bachelor's Degree in Business Related Field preferred.

Other Skills/Qualifications:

• Strong verbal and written communication skills.
• Strong organizational and time management skills.
• Strong project management, process analysis and problem solving skills.
• Ability to interact with internal and external customers at all levels.
• Sincere commitment to providing outstanding client service.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Occasional travel to offsite offices, customer sites and/or industry and training events may also be required, depending on assignment.