Assistant Manager - Back Office Operations

POSITION DESCRIPTION

Reports Directly to: Back Office Manager

Position Overview:

The Back Office Assistant Manager is responsible for all production-related aspects of the assigned project(s). The Back Office Assistant Manager acts as a point of contact to the client in representing DATAMARK in all day-to-day issues.

Primary Responsibilities:

• Coordinates and oversees the day-to-day workflow of Back Office Supervisors.
• Assists with performance evaluations that are timely and constructive.
• Assists the Back Office Manager with employment actions, including discipline and termination of employees in accordance with company policy.
• Monitors departmental performance, identifying and facilitating opportunities to increase productivity and efficiency.
• Manages daily aspects of the department and its staff to ensure projects are completed and goals and customer needs are met.
• Manages conflicts and resolves complaints about or within the department.
• Manages one or more production projects simultaneously
• Identifies all Service Level Agreements and other contractual requirements of their projects
• Creates recovery plans for missed Service Level Agreements and submits them to clients
• Conducts comprehensive tours for clients in their production areas
• Tracks and evaluates the performance of employees in the assigned group(s)
• Supports the financial metrics, i.e. speed and efficiency for assigned projects with the assistance of the Back Office Manager
• Develops and implements systems to ensure Supervisors are meeting the financial metrics assigned to projects
• Assists with hiring and training new staff
• Develops Back Office Supervisors and Lead Operators for promotional opportunities
• Serves as day-to-day contact for clients
• Participates in regularly scheduled meetings with clients as the primary contact
• Assists with conducting meetings with clients and presents production data, improvement plans, workflow processes, production processes, etc. utilizing tools such as PowerPoint
• Creates appropriate quality management processes to ensure quality metrics are met
• Provides in-depth analysis and corrective action plans for production issues
• Gathers information for weekly billing for assigned projects and submits to Back Office Manager for approval

Minimum Qualifications:

• Education Requirements:
• High School Diploma or equivalent
• Bachelors Degree preferred
• Field Experience:
• At least 6 years of back office field experience with 4 of those years in a supervisory role.
• Position Experience:
• At least 1 year of experience in a back office management role.
• Other Qualifications:
• Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required.

Required Skills:

• Excellent leadership and mentoring skills
• Excellent written and verbal communication skills
• Extensive knowledge of back office procedures and principles
• Demonstrated analytical/problem-solving skills
• Excellent multi-tasking skills
• Excellent interpersonal skills
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor back office associates

kandanthamizvanan.palani@datamark.net

6385132435

Human Resources