About the Role

The Manager role, within the Program Support Operations team, plays an important role in leading a team that partners with our Client Services organization to provide high caliber operational support that keep our client programs functioning on a day to day basis.   Each member of the Program Support Operations team will support a variety of critical functions for our client programs including: facilitation of the onboarding and offboarding process for contingent workers, report generation for both internal and external stakeholders, customer service for external inquiries, and more.  The Manager is responsible for providing direct management for a team comprised of Leads, –, Sr. Specialists & Specialists.  As a senior member of the team, Managers are expected to act as leaders for others in the department and act as the department model for a high standard of work performance and output.  The Program Support Operations team within PRO Unlimited offers a unique opportunity for team members to apply their interest in delivering top notch client support, while applying principles of operational excellence to ensure the support provided is also consistent, efficient, and scalable for future company growth.

What You Will Do

• Manage team of Leads, Sr. Specialists and Specialists to deliver superior quality results with a continuous emphasis of meeting department established SLAs/ KPIs and improving quality/ efficiency metrics.
• Consistently evaluate team resourcing model to ensure that resourcing levels are adequate to support client volumes and needs. 
• Analyze results from SLA/ KPI reporting to create and implement recommendations to improve the overall efficiency, capacity, and accuracy of the team.
• Collaborate with Program Support Operations management team globally to lead and suppport on any department wide initiatives.
• Create effective development plans for direct reports to ensure retention and productivity, while helping to foster a success-oriented, accountable environement.
• Act as a partner to Client Services team by leading check-in discussions to further develop understanding on how to best provide the level of support required by the client
• Regularly review team processes to improve accuracy, scalability, and efficiency of processes. 
• Partner with internal PRO Client Services team to ensure Standard Operating Procedure (SOP) documentation is maintained by team members in a way that ensures seamless support in instances of required coverage, as well as accuracy in day to day processes.  Utilize subject matter expertise in Program Support Operations processes and procedures to be able to act as primary support to the existing team for day to day support and trainer for new staff.
• Take initiative to apply Program Support Operations knowledge to provide support and leadership for department wide initiatives and overall support for PRO’s client programs.