- Professional
- Office in Philadelphia
Service Delivery Manager
Do you have experience leading teams and fostering a positive team dynamic built on mutual trust and feedback? Are you capable of developing plans, setting goals, and ensuring a high level of service quality within your team? Do you consider yourself to be a problem solver?
This position might be for you!
As Clarifi's newest Service Delivery Manager you would be responsible for overseeing essential program support and administrative functions through staff training, supervision of client-facing staff, and completion of compliance tasks. The Service Delivery Manager operates with the goal of enabling Clarifi’s clients to more easily access our programs and ensure that our staff deliver exceptional service. The Service Delivery Manager owns workforce planning, quality assurance, compliance readiness, and process/tool adoption to deliver a consistent, dignified client experience across channels and sites. This role partners closely with Program Management, Finance, Development, and IT to remove barriers and improve outcomes. The Service Delivery Manager reports to Clarifi’s Director of Counseling.
To learn more about the different ways Clarifi supports clients, including the BenePhilly Helpline, please see https://www.clarifi.org/what-we-do/
Clarifi envisions a world where pathways to financial wellness are accessible to everyone. Our team members are change agents in the communities we serve, each dedicated to empowering individuals to achieve financial resilience and positively impact their communities. We recognize historic inequities and strive to reverse the systemic effects on marginalized communities. We are dedicated to serving the many diverse communities that make up Philadelphia and the Delaware Valley. To learn more about what motivates us please visit https://www.clarifi.org/who-we-are/
At Clarifi, our people are our power, they’re passionate about helping families across the Delaware Valley to reach their financial goals. We are personal finance and housing experts, we are also connectors, helping clients access financial guidance and community organizations to achieve personalized goals. Learn more about our team at https://www.clarifi.org/who-we-are/team-members/
Clarifi wholeheartedly believes a strong organization is based on the foundation of diverse groups of team members. We believe deeply in employees not only bringing their whole selves to work each day but also feeling comfortable being their authentic self. We encourage people from each and every background and walk of life to apply for opportunities for which they are passionate about and meet the qualifications.
Clarifi offers:
- A full-time, long-term position
- Awesome benefits
- A wonderful location: 1635 Market Street, 5th Floor Philadelphia, PA 19103
- A Monday - Friday schedule with evenings and Saturdays as needed
- Close-knit team that operates efficiently and with energy
- An opportunity to impact families positively by connecting them with services we provide
Ideal candidates for this role have:
- 5+ years of people-management experience supervising frontline, client-facing staff.
- Professional experience with performance evaluation
- A track record of translating mission into clear team goals and hitting service targets (appointments, clients served, outcomes).
- Demonstrated program compliance skills (file quality, outcome documentation, trust account checks) and familiarity with funder requirements.
- Bachelor’s degree in any related field preferred
- Fluency in both English and Spanish preferred
- Excellent written and interpersonal communication skills
- Strong organizational and time management skills including the ability to prioritize deadlines and perform multiple tasks and projects simultaneously with limited supervision
- Outcome driven with a strong client focus
- Capable of working in a fast-paced and collegial environment
- Proficiency with Office 365, client management software and web-based applications is required
Day to Day Tasks:
Supervisorial
- Collaborate with Program Managers in meeting agency mission and goals, including service quality, client satisfaction, appointment targets, clients served, outcomes, and funder requirements
- Supervise staff who directly perform client experience functions, including monitoring attendance, punctuality, schedules, human resource issues, and staff requests
- Establish and communicate clear individual and team goals. Actively promote ownership and accountability towards those goals
- Evaluate and document employee performance through call monitoring, intake and file reviews, performance reviews and constructive feedback
- Actively participate in creating a work environment for a team that is encouraging, balanced, and contributes to fulfillment of the aims of both clients and staff
Client Experience
- Use knowledge of all programs to coordinate processes that wrap around client counseling sessions including call answering, intake, counseling, document collection, and client follow up
- Ensure that incoming calls and other channels of communication are managed by staff in a timely and effective manner
- Oversee the processes that collect the client experience following counseling sessions including surveys, outcome documentation and client stories required by development
- Oversee client complaint processes including escalations and resolution of client concerns
- Actively promote process changes that improve client service across the organization
Program Support
- Translate data into improvement by analyzing volume, backlog, and QA findings to create efficiencies, improve workflows and reduce cost.
- Support the delivery of quality programs through staff training and program support functions
- Coordinate the training of new staff on technology tools core to service delivery such as the client management or document management system
- Own file quality in line with trust-account management procedures to ensure compliance and audit readiness Publish regular dashboards/reports; lead root-cause analysis and implement fixes to prevent recurrence; when targets are missed, own remediation plans with clear owners and deadlines.
- As needed: Updating office locations on funder portals and websites. Provide local support to the Contracts team for the execution and renewals of leases of leases for Clarifi branch offices
- Other duties as assigned
Physical Demands:
There are no special physical demands required by this position. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment:
The environment for this position is a standard office environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Travel:
Position is based in one or more of Clarifi office locations and may require travel in Southeastern Pennsylvania, Southern New Jersey and Delaware to other Clarifi offices and partner locations within agency’s service area. Candidate must be able and willing to travel to locations within agency’s full service area. Travel may also be required to alternate locations for workshops, and/or seminars.
Clarifi reserves the right to change this description at any time. Clarifi practices the concept of equal employment opportunity with respect to hiring, promotions, transfers, pay, discipline, fringe benefits, and all other terms and conditions of employment. No individual will be discriminated against, and no employment decisions will be made, on the basis of an individual's race, color, national origin, religion, age, gender, gender identity, sexual orientation, protected disability, marital status, familial status, veteran status, height, weight or citizenship.
Clarifi is an equal opportunity employer committed to creating and maintaining a diverse workforce
