Job Details

About This Team and Role

This position is responsible for the overall operational success of the Tolls and Violations processing group which includes multiple processing functions. The position is accountable for operational performance service-level agreements (SLAs) and serving as the primary liaison for other internal business groups. The position is also responsible for driving process excellence, managing quality assurance and maintaining the (KPI) reporting process. This position is both people and data intensive; it requires excellent leadership, critical thinking, organizational, data analysis and communication skills. 

What You’ll Do

• Directly manage and continuously monitor operations in a complex environment. Identify and resolve issues through analyzing and monitoring key transactional metrics. 
• Workforce management, including volumes, capacity, and cost planning which includes creating and maintaining operations metrics and KPIs. 
• Analyze operational and process issues; develop diagnostic and/or data tracking tools to measure defects; and make recommendations for cost efficiencies. Forecast operational results based on identified data trends. 
• Increase processing effectiveness by identifying opportunities for improvement and designing/implementing solutions that improve throughput, quality and business profitability. 
• Identify and recommend process improvements for operations teams designed to reduce defects and maximize product and service quality and profitability 
• Initiate and implement continuous improvement initiatives/projects in quality, cost, delivery, and customer satisfaction leveraging through the application of Lean Six Sigma and company resources. The continuous improvement activities require strategic, creative and forward thinking. 
• Manage varying levels of staff, including staff development, retention and recruiting efforts. 

What You’ll Need

• 5+ years’ experience of increasing responsibility in operations and/or business process outsourcing roles in high-volume transaction processing environments. 
• 5+ years of effective people leadership including demonstrated skills ranging from work direction, motivation, coaching/feedback, and developing assigned staff with the expected outcome of a consistently positive client experience and attainment of SLA’s. 
• Qualified candidates will possess strong critical thinking and problem-solving abilities and show initiative, as evidenced by constructing and analyzing data to evaluate performance and transactional quality of complex business and systems processes. 
• Highly self-directed and comfortable working in a fast paced, highly changing environment 
• Proven track record of building and maintaining effective internal and external working relationships. 
• Demonstrated business process engineering/re-engineering experience using Lean Six Sigma process improvement methodology. 
• Excellent computer skills and proficient in Visio, Excel and PowerPoint. 
• Excellent verbal/written communication and presentation skills including collaborative management style.