Job Description

This role is responsible for the leadership and management of a Service Center area for a defined set of clients and/or products. Has

significant impact on the work environment and will be tasked to provide the tools and resources for associates to succeed and

maintain a high level of associate engagement and client/participant satisfaction.

 Oversees the day-to-day activities of associates and achievement of established associate and client service level metrics.

(30% of time)

 Establishes and communicates goals and provides regular feedback to associates, including developmental opportunities.

Continuously reviews team performance; identifies and appropriately addresses opportunities for improvement. (20% of time)

 Achieves objectives for associate engagement and turnover. (20% of time)

 Collaborate with other internal departments to ensure service objectives are met. (15% of time)

 Identifies areas in need of process improvement and solicits feedback from associates on service improvements. (5% of time)

 Creates a high-performance team environment that supports/reinforces associate development and retention. Provides

periodic performance feedback and conducts annual performance reviews. Responsible for recruitment, selection, hiring,

compensation management, and performance management of the staff. Assists in determining the team's training

requirements. Ensure timely and effective training is delivered to enhance skills of the team. (10% of time)

Qualifications