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Job Description:
Job Summary
The Senior Operations Manager will report directly to the Director collaborating closely to achieve the development of a cohesive team, drawing from the expertise of every team member to contribute to the overall success of the Mass Tor Lien Resolution business unit. In this role lies the responsibility to analyze the team’s working processes and identify ways to enhance the team’s quality and productivity. The Operations Manager will draft operational policies and implement strategies, including capacity and production planning, to ensure the team is functioning at its optimal performance. Essential responsibilities include:
Managing production, revenue tracking, forecasting and communication of capacity needs or concerns.
Planning and executing against project and agreement deadlines.
Monitoring and adjusting the teams Service Level Agreements (SLA) to achieve a high volume production output, with quality outcomes.
Performing operational deep dives to identify problems, opportunities and specific actions required.
Applies operational skills to evaluate and interpret situations/problems using multiple data sources.
Continues development and implementation of standard reporting for internal stakeholders and leadership.
Collaborates across business units to drive day-to-day implementation of new projects.
Designs, coordinates and implements business and technology solutions to support the product’s current processes and initiatives.
Coaches, mentors, develops and disciplines team members and their knowledge of processes.
Builds, develops, and grows any business relationships vital to the success of the service line.
Regularly participates in meetings and is dependable as an internal/external resource on assigned projects.
Other responsibilities as assigned.
Job Responsibilities
Managing overall SLA performance
Ensuring team deliverables are met consistently, timely and accurately
Anticipating and proactively addressing issues/delays
Providing timely updates to all stakeholders on new processes and risks/issues
Issue resolution and escalation management
Building/maintaining a strong partnership with product development to ensure we are continuously improving our processes and platforms.
1:1s
Recurring leadership meetings with supervisors, leads and with peers
Training and career development
Leading initiatives to develop service lines.
Constantly evaluating team structure, talent and roles to evolve with the need of the business.
Constantly evaluating workflows to identify opportunities for leaner processes, faster production time with decreased risk.
Partnering with fellow EMT/ECAR senior managers to streamline and utilize other areas of EMT/ECAR.
Delivering on tasks assigned to the team in project plans.
Participating in the design, kick-off and successful implementation of new projects.
Job Requirements
Bachelor’s Degree or comparable work experience
5+ years’ experience managing an operations team, including experience with change management, with proven performance management and revenue accomplishments.
Leadership and supervisory skills to manage and develop team members and future leaders within the departments.
Excellent verbal and written communication skills, including the ability to: (a) establish and maintain productive internal and external relationships; and (b) to provide effective consultation on alternative ways to proceed.
Strong grasp of operational processes and planning for process improvement, with a focus on achieving client satisfaction and driving initiatives for results.
Sharp analytical and Excel skills to assist with delivery of executive and department reporting to help drive results and reduce risk.
Ability to work independently, while effectively taking direction from Senior Operations Management.
Critical thinking, problem-solving skills, and sound judgment.
Capable of balancing and prioritizing competing tasks under high pressure.
Must be proactive and shift priorities as projects and timelines demand.
Comfortable with ambiguity in a fast-paced environment.
Strong organizational and time-management skills.
Ability to respond quickly with urgency and professionalism to all levels of organization.
Ability to advocate for and effectively understand clients’ needs and develop reasonable solutions.
Exceptional attention to detail and accuracy.
Proficient in Microsoft Office products, particularly Excel. Proficient in SharePoint.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.
