Kelly Services Sr. Service Operations Manager - Raleigh, NC in Raleigh/Durham, North Carolina

Service Operations Manager, Raleigh, NC

The Service Operations Manager monitors the quality and efficiency of the service-related operations for a market/markets-making recommendations and implementing improvements. This position is responsible for ensuring that branch service staff successfully execute the Service Delivery Standard Operating Procedures and meet goals for service delivery metrics. Also, the Service Operations Manager is responsible for the market’s programs to manage unemployment compensation, workers’ compensation, Work Opportunity Credits, temporary employee recruiting and retention, and Kelly’s Quality Management, compliance, and branch standards.

This role acts as a liaison to Corporate departments, providing feedback and supporting the deployment of service-related programs and training to ensure compliance and maximum results.

The Service Operations Manager provides guidance and facilitates the sharing of best practices among the branch service staff. The Service Operations Manager is expected to be an expert in Kelly’s front office service delivery processes and technology systems. Operating within Company policy, the Service Operations Manager exercises discretion and independent judgment in making decisions.

Travel: 10% or as needed

Standardized Reporting:

Emphasis on running and analyzing standard reports across the Sector, to support in driving fulfillment and headcount growth, as well as expense management, cost of service containment, and service delivery excellence.

Service Delivery Management:

  • Compliance to Global Service SOP and Work Instructions, with prioritized focus on Order Development and Pricing, all roles. Ensure every staff member knows how to take an order and price an order.

  • Recruiting & Hiring Management:

  • Support the Service team to ensure effective execution of recruiting strategies, with prioritized focus on analyzing hiring needs, developing recruiting strategies and pipelining to hire for quicker order delivery and speed to billing.

  • Monitor and coach the Service team to ensure effective execution of the Hiring Process including screening candidates, assessing/evaluating candidates, conducting interviews, and conducting orientations to Kelly.

Administration and Finance

  • Monitor and coach service team to ensure effective unemployment and workers’ compensation claim management, inclusive of safety assessments.

  • Monitor and coach service team to maximize profitability through managing expenses, ensuring compliance with Work Opportunity Credit program to maximize credits, and processing Billing of Screening

  • Compliance & Quality

  • Monitor and coach service teams to ensure compliance to Kelly and Customer requirements, through KSN, CAD and ESPM review.

  • Monitor and coach service teams to ensure Storyboards are current and Branch Health Check process is adhered to, assisting with Corrective Action Plans as necessary.

  • Review Customer Engagement data 2x a year and Candidate Engagement data 1x a year, working with teams to formulate Engagement Action Plans.

  • Project Management

  • Assist in deployment and/or coaching related to process or technology changes communicated by Corporate.

  • Drive special projects as needed

Order Development and Pricing:

  • Facilitate training with all Service team staff to review proper Order Development process and Pricing. Ensure competency via role plays and spot checks.

Targeted Recruiting Plans and Pipelining:

  • Partner with Territory leadership to evaluate local recruiting needs, particularly for volume accounts or high demand positions, and update or develop recruiting plans and resources to leverage for identification and pipelining of talent, to include hiring talent ready for placement with strategic customers.


  • Attend Territory Weekly and Monthly Staff or Market meetings

  • Attend Weekly scheduled 1:1 meetings with your direct manager

  • Run and Analyze Standard Reports, with Additional Follow up Where Applicable

Open Orders:

  • Every Monday morning, run or schedule Open Orders report and evaluate for start dates, product coding, assigned to/account rep names, pricing, and that all orders are in KSN

Filled Orders:

  • Every Monday morning, run or schedule Filled Orders report for prior week and evaluate for fill activity v. open order activity, and productivity by individual


  • Every Monday morning, retrieve and review detail associated with Active Order Headcount Report, trend


  • Weekly: Ensure all teams have advanced searches configured in KSN for Unemployment, and push unemployment lists to teams once a week to ensure review; spot check activity documented on claimants

  • Monthly: Review SUTA Monthly Analysis for details pertaining to claim frequency, closed claim rates, and penalties

Workers’ Compensation:

  • As needed: Serve as SME for WOCO related questions. Branches to copy you on Accident Investigations and claim activity.

  • Monthly: Review Workers’ Comp report in Mobius. Also review data from Risk Intelligence reporting. Evaluate timing of claims and their duration to pursue credits in advance of the 6 month mark.

AP Distribution:

  • Monthly: Review AP Distribution in Mobius by branch to review charges, trending, and any questionable items to investigate further with Finance.

Service Delivery Reports:

  • Monthly: Run or Schedule Delivery Rate, On Time Delivery Rate, Turnover and Satisfactory Performance, along with detail reports, and assess performance to goal and any required corrective action planning.

  • Onboarding of New Talent:

  • As applicable, partner with Territory Administrative assistants to ensure new hires are properly onboarded, enrolled in The Kelly Experience, and are engaged in their KLC Training as well as assigned a mentor to review the (e2515) Onboarding Agenda.

About Kelly Services®

As a global leader in providing workforce solutions, Kelly Services (Nasdaq: KELYA, KELYB) and its subsidiaries, offer a comprehensive array of outsourcing and consulting services as well as world-class staffing on a temporary, temporary-to-hire, and direct-hire basis. Kelly® has a role in managing employment opportunities for more than one million workers around the globe by employing 550,000 of these individuals directly with the remaining workers engaged through its talent supply chain network of supplier partners. Revenue in 2016 was $5.3 billion. Visit and connect with us on Facebook, LinkedIn and Twitter.

EOE including but not limited to Minorities/Females/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.