Operations Manager

Job Description

Essentially this role has one goal: To ensure timely and high-quality delivery of investigative reports to our clients daily. You will work with the VP of Operations to assist in overseeing a team of up to 40 staff members. You are the 'operations whisperer' with a talent in devising optimal efficiencies. You have a deep understanding of six sigma processes financial implications for producing scalable operations.

You will assist with planning, directing, and supervising all staff and activities with project case daily clients. Participate in planning, goal development, objectives, and procedures to ensure consistent high quality of service, timeliness, accuracy, and thoroughness of investigations.

The ideal candidate will have a project management, or operations management background dealing with the security or military industry. Possibly with Banking or Investigations.

Responsibilities essentially will involve five areas: training, operation production, quality control, and post regression project analysis. This position reports directly to the VP of Operations.

Operations Manager Responsibilities

Support and set standards of performance, SOP's for staff, provide training, guidance, and coaching to staff and accountability for assigned tasks and goals.

Our operations are expanding to West & East coast, therefore, willingness to Travel to Major Account client meetings and Kick-offs.

Ensure & recruit acceptable staffing levels

Responsible for monitoring daily clients to ensure consistency, promptness, and quality service.

Perform regular coaching sessions to ensure each employee is meeting job expectations and productivity objectives.

Assist in handling client calls

Develop, implement, and administer efficient and service-oriented processes and procedures as needed.

Develop, analyze, and share reports on the quantity, timing, call subject matter, quality of service, trends, and other issues relevant to customer service and project-based case manager operations.

Work cross-departmentally to eliminate inefficient processes or issues that negatively impact team member performance.

Maintain and ensure the highest standards of security throughout company departments and with client access.

Managing and vetting vendor capabilities and competitive pricing and quality to ensure our highest quality standards.

Operates from a place of self-initiative; not a tasker

Takes action and shows initiative; not afraid to jump in and do the work

Able to successfully manage a team

Operates from a place of leadership (sees business and team)

Accepts and grows with constructive criticism

Upholds accountability to business needs, of both self and team

Maintains high standards for self and team

Takes ownership of work and projects

Not afraid to ask assistance and seek additional information

Able to strategize

Demonstrates great time management; knows how to prioritize and organize time to be productive without being overwhelmed

Flexible

Understands the what the business needs at the time

Understands bigger picture

Able to see macro and micro details

Demonstrates a great attitude of optimism

Natural problem solver

Demonstrates great customer service

Operates with a sense of urgency