Position Description
Position Title: Back Office Manager
Reports Directly to: Senior Manager / Site Leader
Position Overview:
The Back Office Manager is responsible for making sure that the day-to-day back-office production tasks conducted are designed and carried out in a manner that ensures the attainment of Customer Service Level Agreements as well as company budget and profitability targets.
Primary Responsibilities:
- Leads designated production projects to meet or exceed gross margin targets for all assigned projects
- Responsible for directing all production projects to meet or exceed client Service Level Agreements, or other client contractual obligations, for the assigned projects, in support of the Senior Manager
- Manages the maintenance of budgets for all production projects as assigned by the Senior Manager
- Sustains and regularly maintains the production portion of the monthly operations metrics to the DATAMARK executive team
- Assigns Assistant Managers and Supervisors to projects, including new projects
- Reinforces the productivity standards in order to determine best practices in such a way that the financial goals of the projects assigned to them are met
- Accountable for the creation of bonus incentive plans for all production personnel designed to assist in meeting the productivity standards
- Creates and delivers presentations for both clients and executive management that accurately reflect the quality, productivity, and financial performance of assigned projects
- Fosters and maintains an excellent customer relationship with DATAMARK customers to enhance customer satisfaction as well as service opportunities
- Utilizes the DATAMARK ISO BPMS (Business Process Management System) or site-specific BPMS system to control the back office operations and ensures documentation is current, training materials are up to date and effective, and production practices are consistent with contractual obligations
- Develops Assistant Managers and Supervisors for promotional opportunities, and evaluates the performance of direct reports
- Assists with hiring and training new staff
- Capable of conducting the work activities of any of the assigned Back Office Assistant Managers when necessary
Minimum Qualifications:
Education Requirements:
- High School Diploma or equivalent
- Bachelor's Degree preferred
Field Experience:
- At least 8 years of back office field experience including 4 years in a supervisory role and 2 years in a management role
Position Experience:
- At least 2 years of experience in a back office management role
Other Qualifications:
- Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required
- Experience with meeting company budgets, profitability targets, and creating staffing plans
Requirements
Required Skills:
- Excellent leadership and mentoring skills
- Excellent written and verbal communication skills
- Extensive knowledge of Back Office procedures and principles
- Demonstrated analytical/problem-solving skills
- Excellent multi-tasking skills
- Excellent interpersonal skills
- Organized with attention to detail
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
- Ability to coach and mentor Back Office associates
Benefits
PF, Gratuity, Mediclaim, PLI
