POSITION DESCRIPTIONPosition Title: Back Office ManagerReports Directly to: Senior Manager / Site LeaderPosition Overview:The Back Office Manager is responsible for making sure that the day-to-day back-office production tasks conducted are designed and carried out in a manner that ensures the attainment of Customer Service Level Agreements as well as company budget and profitability targets.Primary Responsibilities:· Leads designated production projects to meet or exceed gross margin targets for all assigned projects· Responsible for directing all production projects to meet or exceed client Service Level Agreements, or other client contractual obligations, for the assigned projects, in support of the Senior Manager· Manages the maintenance of budgets for all production projects as assigned by the Senior Manager· Sustains and regularly maintains the production portion of the monthly operations metrics to the DATAMARK executive team.· Assigns Assistant Managers and Supervisors to projects, including new projects· Reinforces the productivity standards in order to determine best practices in such a way that the financial goals of the projects assigned to them are met· Accountable for the creation of bonus incentive plans for all production personnel designed to assist in meeting the productivity standards· Creates and delivers presentations for both clients and executive management that accurately reflect the quality, productivity, and financial performance of assigned projects· Fosters and maintains an excellent customer relationship with DATAMARK customers to enhance customer satisfaction as well as service opportunities.· Utilizes the DATAMARK ISO BPMS (Business Process Management System) or site-specific BPMS system to control the back office operations and ensures documentation is current, training materials are up to date and effective, and production practices are consistent with contractual obligations.· Develops Assistant Managers and Supervisors for promotional opportunities, and evaluates the performance of direct reports· Assists with hiring and training new staff· Capable of conducting the work activities of any of the assigned Back Office Assistant Managers when necessaryMinimum Qualifications:Education Requirements:o High School Diploma or equivalento Bachelor’s Degree preferredField Experience:o At least 8 years of back office field experience including 4 years in a supervisory role and 2 years in a management role.Position Experience:o At least 2 years of experience in a back office management role.Other Qualifications:o Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required.o Experience with meeting company budgets, profitability targets, and creating staffing plans.RequirementsRequired 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 associatesBenefitsPF, Gratuity, Mediclaim, PLI
