Job Track Description:

• Assists others in achieving goals.

• Manages performance appraisals and pay reviews.

• Manages training for 3 or more employees.

• Manages hiring and termination actions.

• Requires broad technical expertise and company/industry knowledge.

• Is accountable for program management functions.

General Profile

• Accountable for team performance and results.

• Manages professional employees and/or supervisors.

• Adapts plans and priorities based on resource and operational challenges.

• Takes action based on policies, procedures.

• Receives guidance from managers.

• Provides technical guidance to employees, colleagues, and customers.

Functional Knowledge

• Understands and applies concepts in the field of expertise.

• Has growing knowledge of other disciplines.

Business Expertise

• Translates strategy and priorities into work product.

Impact

• Positively impacts the level of service.

• Impacts the team’s ability to meet quality, volume, and timeline targets.

• Guides based on policies, resource requirements, budgets, and business plans.

Leadership

• Builds team engagement to meet service and operational challenges.

• Provides recommendations for OT, operational expenses, and rollup data.

Problem Solving

• Resolves technical, operational, and organizational problems.

• May take part in solving problems across a matrix.

Interpersonal Skills

• Guides and influences internal and external customers, or agencies.

Responsibility Statements

• Manages team members to deliver SLAs.

• Manages revenue optimization and reduction of penalties.

• Delivers quality, productivity, and compliance KPI reports.

• Coaches team members for continuous development.

• Identifies process improvement opportunities and deploys action plans.

• Manages delivery strategies and service line penetration.

• Performs other duties as assigned.

• Complies with all policies, procedures and standards.