The Gig:

• Participate in client meetings including escalation discussions, when needed
• Ensure team is executing on client activity and proactively engaging Client Service Leads, Directors, and other internal teams as needed on open items
• Review and analyze performance of client deliverables daily (includes work completed onshore and offshore), reviewing risk areas with team members as needed
• Ensure team meets and/or exceeds daily work volumes and productivity metrics 
• Identify and communicate trends or areas of improvement (both client and role specific)
• Provide operational performance reports to client leadership team, identifying successes, risks and needs weekly
• Ensure quality assurance checks are happening across team deliverables
• Collaborate with Directors, AVP’s and Client Services Leads on special projects
• Point of escalation (from internal resources) for client deliverables for which their team is responsible for
• Evaluate daily and weekly team capacity, collaborate with leader and other Client Services Managers to offset any capacity deficits
• Oversite of the Team Queues within Clarizen and Client Desk, ensuring work is being pulled by the team each day/week; this includes setting due dates in Clarizen for tasks/milestone completion 
• Share in leadership of daily team stand-up meetings to communicate business initiatives and review deliverables such as open cases, file activity and other related client maintenance tasks
• Manage and develop team members by conducting regular 1:1’s, reviewing work, processes, and other team member needs in order to ensure successful execution of assigned tasks
• Ensure new team member training is completed and support overall learning paths for all team members, aligning resources as needed
• Support transition of new clients from onboarding to onshore and offshore ongoing resources
• Responsible for the execution and delivery of performance management & compensation process/routine across their Pod
• Operate as a domain leader of one or more roles within the Team

What You Need to Make the Cut:

• 5-7 years of direct industry or equivalent experience
• 3+ years team lead/management experience

Experience with:

• Delegation, Directing and Leading Change
• Managing quality and a Customer Service Mindset
• Fact based management and Strong Leadership Communication
• Driving Results with Urgency
• Team Building, Coaching & developing others
• Workload Prioritization and Management Across Large Projects and Teams

*Experience in account management is strongly encouraged.

The pay range for this position is 60K to 119K per year (pay to be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data). 

This role is eligible to participate in the annual bonus incentive plan.