Job Track Description: Requires broad technical expertise and industry knowledge. Accountable for functional, operational, and/or program management. Assists others in achieving goals. Manages performance appraisals and pay reviews. Manages training for 3 or more employees. Manages hiring and termination actions.
General Profile Supervises daily tasks of complex business, technical support, or production teams. Responsible for team success. Works within established precedents and practices. Examines information to solve ongoing problems. Ability to perform work unsupervised.
Functional Knowledge Comprehensive understanding of a range of processes, procedures, systems and concepts in own field.
Business Expertise Understanding of how best teams integrate and work together to achieve company goals.
Impact Impacts a team, by example, through the quality service and information provided.
Provides daily team supervision (e.g., coaching on performance, coordinating activities, checking on quality, and work progress).
Problem Solving Solves problems and evaluates possible solutions using technical experience and precedents.
Interpersonal Skills Uses tact to exchange ideas and information concisely and rationally.
Responsibility Statements Supports financial management. Supervises resources. Contributes to business growth and efficiencies. Responsible for performance management and conducting performance reviews. Manages escalated issues and complex tasks. Acts as Subject Matter Expert (SME). Ensures TAT is met for all volumes assigned to respective shifts through proper planning. Ensures Quality is met for all volumes processed during shifts. Ensures appropriate staffing; interviews candidates. Collaborates with Managers on key performance measures identified by the client. Facilitates work allocation. Tracks and monitors daily and monthly reporting. Participates in progress improvement without impact to quality of work. Communicates with teams and Managers to provide work status. Participates in meetings with internal teams and external clients. Performs other duties as assigned. Complies with all policies and standards.