Enterprise Services Manager in Indianapolis, IN at Volt

Date Posted: 8/5/2019

Job Snapshot

  • Employee Type:
    Contingent
  • Duration:
    16 weeks
  • Date Posted:
    8/5/2019
  • Job ID:
    190688
  • Pay Rate
    $29.66 - $39.33/Hour
  • Contact Name
    Volt Branch
  • Phone
    317-685-2200

Job Description

Position:        Enterprise Service Manager

Location:       Indianapolis, IN Downtown

Status:           4 month contract to hire

Volt is seeking job seekers for a contract position with one of our great clients in downtown Indianapolis, IN. This role will be working within a corporate environment supporting products that are utilized within law firms. This role will be directly responsible for execution and management of the operation strategy. The right candidate will have experience working on maintaining contractual compliance throughout the locations, ensure site level performance and excellent standards are met, as well as have a focus on employee selection, development, succession planning, site level customer experience, and meeting profit objectives. Furthermore, the right candidate will be communicative, strategic, and have at least 5 years of Operational Management experience.

Responsibilities

  • Promotes effective use of internal recruiting and selection process to attract and hire talent
  • Identify employee training and development expectations through formal competency assessments and organizational training offerings to achieve proficiencies
  • Arranges assignments, training and other experiences to build team members’ learning, development and job satisfaction
  • Direct management of Managed Services employees within assigned accounts
  • Direct management and on-site inspection of FSR performance
  • Establishes goals, clarifies roles and responsibilities and holds work group members (Internal/External) accountable
  • Continually monitor, evaluate and recognize employee excellence leveraging the organization’s recognition program
  • Confronts performance issues and collaboratively establishes steps for improvement including managerial courage to take action and make necessary decisions
  • Sets expectations and empowers others to solve problems and facilitates discussions that generate creative solutions and removes obstacles to necessary process changes.
  • Succession planning through the development of promotable candidates
  • Develops key relationships with site customers
  • Identify gaps in service delivery and adjust process documentation to work within the client or organizational framework
  • Ensure that all departmental and organizational initiatives are executed in a timely manner in alignment with quality requirements by utilizing program tools and best practices
  • Knowledgeable of and ability to navigate internal structure and facilitates cadence for internal communications as required
  • Conduct and support account certifications to inspect service delivery standards, ensuring compliance and drive continuous improvement
  • Assists in the installation of new or expanding sites, specifically focused to the on boarding and validation of procedural/operational aspects and customer satisfaction.
  • Able to support, lead and manage teams through all phases of Change Management
  • Create and maintains a customer-focused environment and standards, with regular site inspections, end-user feedback and customer satisfaction surveys
  • Ownership of site customer escalations, root cause analysis, on issue resolutions to ensure optimal customer satisfaction
  • Creating/conducting site required reporting, presentations and business reviews to ensure alignment with contractual requirements
  • Owns required national/enterprise reporting
  • Partner with Sales to support account renewals and expansions
  • Responsible for effective management of organizational Service Excellence within assigned accounts
  • Ensure site documentation quality is being maintained and relevant to capture changes in customer/organizational services by inspection of SOP guide and validation of procedures for the on-site service
  • Complete understanding of departmental best practices and procedures and contributes site overview and responsibility details to the organization’s Account Management Playbook
  • Maintains current knowledge of organization’s service solutions
  • Ensures profitability of all assigned accounts down to individual site locations to achieve financial goals
  • Accurate and timely billing submission
  • Regularly inspection of site account receivable status
  • Coordinates month end closing and other necessary accounting functions
  • Coordinates and implements contract pricing escalators to assigned account
  • Performs other duties as assigned

Qualifications:

  • 5-7 years of Leadership of both on site and remote employees
  • Experience of managing and leading team through the change management process
  • Be comfortable in a client facing opportunity discussing reports, metric delivery, in addition to adherence to contractual obligations
  • Excellent verbal and written communication skills
  • Candidates will need to have the ability to travel at least 10% of the time to Columbus and Chicago.
  • Hours of the site are 6:00 AM-7:00 PM and candidates need to be flexible in their scheduling once this transitions to a permanent salaried position
  • College degree is preferred
  • Requires 5-7 years of multi-site operations management experience in a professional business setting, preferably in services management or related outsourcing industry
  • Requires valid driver’s license and minimum levels of auto insurance coverage per organizational policy
  • Requires strong team approach to business and a successful track record in motivating and managing a staff
  • Good customer service skills, presentation, and communications skills
  • Ability to use PC and the appropriate software.
  • Experience with working in a law firm is a plus

Volt has been serving some of the nation's strongest companies for over 60 years. As a Volt candidate, you can expect the highest level of on-site support. We have a long-standing tradition of developing lasting and mutually beneficial relationships with our partners.

Volt is an Equal Opportunity Employer