Morphotrust USA Operations Support Services Supervisor in Franklin, Tennessee

Operations Support Services Supervisor

Tracking Code


Job Description

MorphoTrust USA is seeking a high energy, well organized, personable, customer-service oriented Manager to support our Identity Services business. The Manager will interface with a variety of teams across the organization by managing teams responsible for Program Management support and Card Scan services. The Manager is responsible for successful recruitment, retention and development of assigned resources. The Manager will oversee and is accountable for the execution of daily tasks as well as creating innovative solutions to improve customer service and related operational profitability. Successful job performance is measured against targets for operational performance, implementation of functions that improve efficiency, achievement of departmental SLAs, contract and program compliance, and operational performance.

Essential Job Functions (includes but is not limited to):

  • Manage the strategy, development and ongoing implementation of a standardized Program Management support team that incorporates varying contract and program requirements

  • Manage the strategy, development and ongoing implementation of a Card Scan processing team that incorporates varying contract and program requirements

  • Implement and improve processes, procedures and tools to optimize program effectiveness and efficiencies;

  • Maintain confidential records and data, including but not limited to sensitive security information, personally identifiable information program management statistics and performance metrics, and other highly confidential operational data

  • Create, maintain, and present analysis and reports to management which document project progress, status, timelines and risks

  • Coordinate activities, deliverables and timelines across a matrix management organization

  • Manage relationships and expectations of internal and external stakeholders and cross-functional teams to successfully complete desired goals and objectives

  • Provide analysis and reporting transparency into the milestones, risks, issues, dependencies, and status of assigned and related initiatives

  • Establish relevant metrics to communicate status, demonstrate progress and build awareness of performance

  • Lead and\or assist with Developing and maturing program management metrics and development of standardized matrix for performance

  • Plan, author and publish content and deliver program communications to a cross-functional audience

  • Provide support to various program teams as necessary to ensure company and departmental requirements are properly addressed

  • Manage and direct all activities of the organization charged with Card Scan processing, specifically the coordination of daily production, resources, schedules, training, and communication.

  • Supervise a team of direct reports

Note: In addition to the Essential Functions, also performs similar work-related duties as assigned.

Required Skills

Knowledge, Skills and Abilities:

  • Must have excellent written and verbal communication skills requiring working knowledge of Microsoft Office Suite products

  • Ability to establish and maintain good working relationships with employees, partners, business associates and citizens

  • Ability to multi-task and balance priorities for multiple simultaneous projects with minimal supervision

  • Experience overseeing aspects of operational and project administration including meeting deadlines, communicating effectively and monitoring progress and risks of projects

  • Sound administrative skills

  • Strong analytical, numerical, and reasoning abilities

  • Strong leadership ability and interpersonal skills.

  • Sound decision making skills.

  • Team Player attitude and the ability to work as a member of a virtual team

  • High energy, positive, “can-do” attitude, flexibility, teamwork, and keen attention to detail; high degree of initiative.

  • Demonstrated ability to think strategically.

  • Supervise resources as well as be a key individual contributor

Required Experience

Qualifications, Education and Experience:

  • Undergraduate or graduate degree and 3-5 years of experience in a service industry or with a non-profit, or a combination of education and experience that would enable performance of the full scope of the position

  • Proficiency in Microsoft Excel and other Microsoft Office Applications.

  • Demonstrated leadership experience requiring strong leadership skills and customer support skills

  • Previous related experience with State and\or Federal government agencies is a plus

Travel Requirement, Working Conditions and Physical Demands:

Travel requirement, such as:

  • Ability to travel locally for activities such as meetings, classes, and workshops; minimal day to day travel

  • Ability to travel infrequently by air to other U.S. states for 1-5 day meetings or events

Working Conditions, such as:

  • General office environment. The work area is adequately lighted, heated, and ventilated.

Physical Demands, such as:

  • The work requires light physical effort with frequent lifting and/or moving of materials in the 10-30 pound range. Office environment where the employee may sit comfortably to do the work. Some walking, standing, bending, reaching, and carrying of light items such as papers, books, small parts; driving an automobile, etc. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment.

Must be a US Citizen

MorphoTrust is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex,

sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.

Job Location

Franklin, Tennessee, United States

Position Type


Access Level

1 - US Citizens who are not citizens of any other country; eligible to work on Secure Credentialing programs