Director of Operations Mgmt

FUNCTION: The Director Operations is responsible for managing the performance and expenses related to the business unit s operations to include master data file management and paper bill processing.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

1. Provides leadership and guidance to the Operations team and monitors evaluates improves and maintains performance of direct reports by establishing goals and providing regular performance feedback and coaching.
2. Ensures all processing is performed such that productivity and quality standards are met. If standards are not met ensures variances are analyzed and corrective measures are taken to regain compliance.
3. Acts as the business product owner for all technology initiatives put forth to increase throughput and accuracy; this includes but is not limited to the use of OCR/AI/ML and RPA.
4. In compliance with company goals develops staff performance standards and ensures their compliance.
5. Develops and executes functional training processes to ensure staff are prepared for assigned tasks.
6. Engages leads and drives the results of Business Process Outsourcing (BPO) resources in support of the various operations processes.
7. Ensures the proper level of staffing is maintained such that related expenses are representative of processing activity and divisional management goals.
8. Develops standardized framework to document and maintains Standard Operation Procedures (SOP) for operational processes.
9. Establishes improves and leverages key metrics and key performance indicators (KPI) to drive operational performance continuous improvement standardization and efficiencies across the company.
10. Acts as a resource for developing solutions to processing related issues by interacting with other key staff members.
11. Supports the ongoing optimization of data metadata and data models using a variety of approaches including controlled vocabularies taxonomies thesauri and ontologies.
12. Other duties as needed or assigned.

SKILLS AND ABILITIES REQUIRED:

1. A high degree of interpersonal skills to communicate effectively with all levels of the organization and outside parties.
2. An above average understanding and experience in the related industry.
3. An ability to manage multiple activities at the same time.
4. Advanced critical thinking and problemsolving skills with the ability to work cross functionally to resolve issues and generate results among potentially conflicting constituencies.
5. Experience influencing and building strong relationships internally and with outside parties.
6. An extensive knowledge of data processing systems.
7. Previous experience implementing Optical Character Recognition (OCR) Artificial Intelligence (AI) Machine Learning (ML) and Robotic Process Automation (RPA) preferred.
8. Understanding of the development of ontologies and the use of controlled vocabularies and thesauri in enhancing the management of data.
9. Experience previously leading BPO relationships preferred.
10. Ability and willingness to travel internationally as needed.

MINIMUM LEVEL OF PREPARATION AND TRAINING NORMALLY REQUIRED:

1. Bachelor s degree in related field with advanced degree preferred or equivalent combination of education and experience.
2. 57 years of leadership experience in an operations environment.
See attached