Operations Support Services Manager en DCM Services

Description

Make your next move your best move!

DCM Services provides specialized receivable solutions to our clients. Our culture is what sets us apart from other competitors in the industry. We also stress the importance of a healthy work-life balance. The well-being of our employees comes first.
 

The Support Services Manager may oversee any of the following Operations Support Teams: Datacap Team, Document Handling Team, Letters Team, Operations Administrative Assistants Team. This Support Services Manager will oversee the Document Handling and Ops Admin Assistant Teams. This is a hybrid role. 

In this role, this individual must be able to demonstrate the behaviors and skills described below and must be able to perform a variety of duties which may include but not limited to:

Requirements

Essential Job Functions:

• Lead a team of back-office personnel, balancing administrative duties with daily tasks
• The Support Services Manager will be responsible for the oversight and production of staff and service delivery for one or more any of the following key business units:
  • Datacap Indexing Team: Responsible for review of incoming correspondence and decision-making to update account notes, account workflows, statuses, etc. in accordance with both Company and Client requirements.
  • Document Handling Team: Responsible for the fulfillment of validation of debt requests / media requests, via a variety of methods.
  • Letters Team: Responsible for daily letters tasks and ongoing letter template projects.
  • Operations Administrative Assistants Team: Responsible for the daily review and completion of exception reports and       other administrative support functions
• Hire and oversee training of new employees
• Develop and implement ongoing training as needed for team members, including but not limited to procedural instructions on Oasis, client requirements and operational changes needed to support the Company
• Coordinate schedules of staff, serving as a backup yourself or ensure one is available to complete tasks in a timely manner and to avoid any disruptions or delays with SLA’s
• Meet 1:1 with direct reports at least monthly to share status updates on performance, address issues or concerns and to provide coaching on personal and professional development
• Complete annual performance reviews and make recommendations for salary changes accordingly

Skills/Experience/Education:

• High School diploma or equivalent plus two years’ experience and/or 2-4-year degree
• 1-5 years’ experience in managing people where accountable for team production results and team or department SLA’s
• Ability to prioritize workloads and meet deadlines in a fast-paced environment
• Ability to demonstrate professionalism, self-confidence, and expertise by proactively pursuing personal, team, and Company goals and objectives
• Ability to access, acquire, and share knowledge of technology, trends, development, and operational processes
• Ability to work effectively by identifying key stakeholders and collaborating well with others
• High aptitude for problem-solving, research and analytical skills. Enjoys working with data and reporting. Project management experience is a plus
• Ability to communicate effectively in both written and verbal form with a clear understanding of nuances and idioms
• Suggest process improvements with continued attention to client and Company requirements
• Demonstrates a high proficiency with Microsoft Office applications (Excel and Word at a minimum; Access, Adobe Pro and PowerPoint is a plus)