Deputy Site Manager
Company Name:
Serco
Company:
Serco Inc. (Serco) is the Americas division of Serco Group, plc, one of the world's leading and most admired service companies. Serco serves Federal, state and local governments, along with the Canadian government and commercial customers. We help our customers deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Reston, VA, Serco has approximately 10,000 employees with an annual revenue of $1.2 billion and is part of a $7 billion global business that helps transform government and public services around the world. Serco recognizes that our employees are our most valuable asset. Our successes directly relate to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. Our employees personally can make a difference. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying its workforce (Race/Color/Gender/Religion/National Origin/Disability/Vets).
Functional Area:
Business Process Outsourcing
Department:
With a core customer set that includes Health and Human Services (HHS) and Centers for Medicare and Medicaid Services (CMS), the CMS business unit is focused on providing world-class, technology-enabled support services to government organizations, helping them administer health care programs to the public. They unit delivers document processing, outbound call centers, business process design and software, application verification, and benefits determination and processing. The team delivers flexible and responsive solutions to evolving and emerging needs, a deep understanding of eligibility determination, exemptions and inconsistency processes, and knowledge of existing application processing.
Job Description:
Provides Deputy Site leadership for Serco on the HHS-CMS Contract. Lead POC for Task Supervisors on operational issues whose tasks relate to application/document intake processing involving document conversion, document verification, complex issue resolution, call center, quality control, document destruction, storage and mailroom functions. Ensures all activities are carried out in accordance with Performance Requirements. Responsible for day-to-day coordination and administration of tasks by ensuring quality and productivity standards are maintained while meeting HHS-CMS deadlines. Coordinates all task areas to ensure work moves smoothly from one functional area to another. Troubleshoots operational problems and takes corrective action. Participates in long-range planning, analysis, and program design. Evaluates performance of subcontractors and staff in terms of actual and planned task schedules and resource requirements. Reviews work for quality assurance. Supervises exempt personnel, and may supervisor non-exempt personnel. Provides direction, coaching and disciplinary actions when required. Reports to the Site Manager for all deliverables to include all operations data, financial and staffing to ensure Serco's continued success.
Essential Duties and Responsibilities include the following (Other duties may be assigned):
Manage and train Task Managers.
Compile, review, and analyze reports including production statistics and quality.
Prepares performance status reports for review at all required levels.
Setting goals and priorities in accordance with all contract task order requirements.
Monitor performance to ensure customer's performance requirements are met.
Interface with sub contractor company's leads to ensure goals are met.
Makes recommendations for process improvements.
Plans work schedules to handle surges and priorities.
Handles disciplinary recommendations and actions.
Implements and monitors policy and procedural changes.
Completes Task Manager's evaluations.
Provides technical guidance and problem resolution.
Adheres to all contract policies and procedures.
Works with Director to define business objectives and priorities.
Must have ability to communicate effectively verbally and in writing.
Abides by and ensures compliance with all company safety and security regulations.
Work is generally performed in a normal office environment where there is minimal exposure to unpleasant and/or hazardous working conditions.
Required Skills and
Experience:
This position requires a Bachelor's degree or equivalent and 10-12 years related specialized experience in records management, mail room, quality control, call center and production management.
In addition, the ability to read and interpret documents such as operating procedures, quality control procedures, and instructions and the ability to speak effectively with all levels of personnel in one-on-one conversations and before groups. The ideal candidate possesses effective written and verbal communication skills.
MUST:
Be skilled in using personal computer, office equipment and Microsoft Office Suite (Excel, Word, PowerPoint and Outlook).
Be able to work independently, perform as a self-starter and meet critical deadlines.
Be able to maintain confidential and sensitive information.
Have ability to communicate effectively both orally and in writing.
Criminal Background Checks and pre-employment drug screens maybe required. We provide a safe and drug-free environment for our clients and employees.
Career Level: Mid Career
Job ID: 51489647
Location Information: Lawton, OKUSA
Employment Type: Full timeEstimated Salary: $20 to $28 per hour based on qualifications.
Serco
Company:
Serco Inc. (Serco) is the Americas division of Serco Group, plc, one of the world's leading and most admired service companies. Serco serves Federal, state and local governments, along with the Canadian government and commercial customers. We help our customers deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Reston, VA, Serco has approximately 10,000 employees with an annual revenue of $1.2 billion and is part of a $7 billion global business that helps transform government and public services around the world. Serco recognizes that our employees are our most valuable asset. Our successes directly relate to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. Our employees personally can make a difference. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying its workforce (Race/Color/Gender/Religion/National Origin/Disability/Vets).
Functional Area:
Business Process Outsourcing
Department:
With a core customer set that includes Health and Human Services (HHS) and Centers for Medicare and Medicaid Services (CMS), the CMS business unit is focused on providing world-class, technology-enabled support services to government organizations, helping them administer health care programs to the public. They unit delivers document processing, outbound call centers, business process design and software, application verification, and benefits determination and processing. The team delivers flexible and responsive solutions to evolving and emerging needs, a deep understanding of eligibility determination, exemptions and inconsistency processes, and knowledge of existing application processing.
Job Description:
Provides Deputy Site leadership for Serco on the HHS-CMS Contract. Lead POC for Task Supervisors on operational issues whose tasks relate to application/document intake processing involving document conversion, document verification, complex issue resolution, call center, quality control, document destruction, storage and mailroom functions. Ensures all activities are carried out in accordance with Performance Requirements. Responsible for day-to-day coordination and administration of tasks by ensuring quality and productivity standards are maintained while meeting HHS-CMS deadlines. Coordinates all task areas to ensure work moves smoothly from one functional area to another. Troubleshoots operational problems and takes corrective action. Participates in long-range planning, analysis, and program design. Evaluates performance of subcontractors and staff in terms of actual and planned task schedules and resource requirements. Reviews work for quality assurance. Supervises exempt personnel, and may supervisor non-exempt personnel. Provides direction, coaching and disciplinary actions when required. Reports to the Site Manager for all deliverables to include all operations data, financial and staffing to ensure Serco's continued success.
Essential Duties and Responsibilities include the following (Other duties may be assigned):
Manage and train Task Managers.
Compile, review, and analyze reports including production statistics and quality.
Prepares performance status reports for review at all required levels.
Setting goals and priorities in accordance with all contract task order requirements.
Monitor performance to ensure customer's performance requirements are met.
Interface with sub contractor company's leads to ensure goals are met.
Makes recommendations for process improvements.
Plans work schedules to handle surges and priorities.
Handles disciplinary recommendations and actions.
Implements and monitors policy and procedural changes.
Completes Task Manager's evaluations.
Provides technical guidance and problem resolution.
Adheres to all contract policies and procedures.
Works with Director to define business objectives and priorities.
Must have ability to communicate effectively verbally and in writing.
Abides by and ensures compliance with all company safety and security regulations.
Work is generally performed in a normal office environment where there is minimal exposure to unpleasant and/or hazardous working conditions.
Required Skills and
Experience:
This position requires a Bachelor's degree or equivalent and 10-12 years related specialized experience in records management, mail room, quality control, call center and production management.
In addition, the ability to read and interpret documents such as operating procedures, quality control procedures, and instructions and the ability to speak effectively with all levels of personnel in one-on-one conversations and before groups. The ideal candidate possesses effective written and verbal communication skills.
MUST:
Be skilled in using personal computer, office equipment and Microsoft Office Suite (Excel, Word, PowerPoint and Outlook).
Be able to work independently, perform as a self-starter and meet critical deadlines.
Be able to maintain confidential and sensitive information.
Have ability to communicate effectively both orally and in writing.
Criminal Background Checks and pre-employment drug screens maybe required. We provide a safe and drug-free environment for our clients and employees.
Career Level: Mid Career
Job ID: 51489647
Location Information: Lawton, OKUSA
Employment Type: Full timeEstimated Salary: $20 to $28 per hour based on qualifications.
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