Lead, Program Support Operations

Magnit has several openings for a Leads on our Program Support Operations team located in our Vadodara, Gujarat India office. 

What You Will Do 

• Lead team of Sr. Specialists and Specialists to deliver superior quality results with a continuous emphasis of meeting department established SLAs and improving quality/ efficiency metrics.

• Collaborate with Program Support Operations management team 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 Magnit 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 Magnit client programs. • Support newly implemented and/ or complex client processes to resolve issues and establish best practices.

• Facilitate the onboarding, extensions, and offboarding processes for contigent workers, including securing contingent worker employment documentation and facilitating the background check process

• Provide support as needed to contigent workers, our staffing supplier partners, and client managers. This includes responding to inquiries, basic issue resolution, and securing timecard submittals and approvals

• Prepare, reivew, and deliver a variety of reports for both internal and external stakeholders

• Develop proficiency within the respective client Vendor Management System (VMS) that includes updating and maintaining data to ensure accurate records are maintained such as worker extensions, pay/ bill rate adjustments, cost center updates, etc.

• Consistently evaluate regular processes for opportunities to implement efficiencies, which will reduce time spent and ensure adequate controls are in place to support future growth, accuracy, and sustainability

• Manage client related processes to ensure client SLAs and internal department SLAs/ deadlines are consistently met

• Act as an initial point of contact with contingent workers to address issues and refer/ escalate to the appropriate contact/ department within the Magnit organization as needed

What You Will Need 

• Bachelor’s degree preferred

• 3+ years of experience with 1+ year of increasing supervisory experience

• Strong administrative, organization and customer service skills

• Excellent written and verbal communication skills

• Fluent written and spoken English

• Ability to work independently, drive process improvements, and simultaneously manage multiple priorities and deadlines

• Ability to create strong effective teams

• Proficiency in MS Office (Outlook, Excel, Word)