Ascensus Manager - Mail Operations & Fulfillment in Dresher, Pennsylvania

Job Description Section 1: Position Summary This position will be responsible for leading a team of Client Operations associates. The Supervisor will provide front level support to the team and will ensure the team provides a high level of customer service to both internal and external clients as well as ensuring all deliverables and SLAs are met on a daily basis. Section 2: Job Functions, Essential Duties and Responsibilities Control operations of the team to ensure high quality service and SLAs are met. Keep abreast of all transaction types, trends, system problems, etc. Keep upper management fully informed of issues regarding individual, team and/or unit's performance. Track associates' performance through daily/monthly/quarterly evaluations. Monitor team and respond to exceptions to established standards. Conduct sampling of transactions for quality control review. Provide timely feedback and recommendations for improvement. Advise Operations Associates in determining appropriate responses to inquiries. Serve as the first level of support to staff to assist with the most difficult and/or sensitive operational issues. Develop workflow alternatives that will streamline the production process, including the identification of opportunities for improvement, make recommendations for changes and help implement those changes. Produce weekly/monthly production reports including work completed and the status of work outstanding. Collaborate with Client Service, Participant Services, Relationship Management and Sales to building services and support processes. Provide solutions that reduce risk and cost while increasing efficiency and work with other departments to determine best practices. Develop and communicate departmental objectives and devise strategies for successful delivery of overall objectives. Represent the unit or division on interdepartmental project teams, and/or lead project teams within Client Operations. Provide imaging and fulfillment support to all areas of Ascensus. Maintain print and fulfillment vendor relationships across Ascensus. Establish and monitor training for associates, determine training needs and requirements. Performs other duties and special projects as assigned. Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients. Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture. Assist with other tasks and projects as assigned. Supervision Building of Associate development plans Perform weekly one on one's Prepare and present Mid and Year End Performance reviews Maintain clear articulate documentation for associate interactions regarding performance Assist in the hiring process by conducting interviews. Mentoring, developing, and coaching of all associates. Participate in the hiring process by working closely with Human Resources to identify strong candidates, conducting interviews and evaluating candidates. Provide Mentoring and Coaching to staff. Section 3: Experience, Skills, Knowledge Requirements Bachelors degree in Business Administration, Management, Finance or equivalent work experience 3-5 years of financial service experience Excellent written and oral communication skills Excellent analytical and problem solving skills Detail oriented and able to work well within given timeframes and standards Ability to work well under pressure with multiple priorities and deadlines Familiarity MS-Office software applications, including Excel, PowerPoint, and Word