Administrative Operations Manager

Smith Debnam Narron Drake Saintsing & Myers, LLP•Raleigh, NC

10d

About The Position

The Administrative Operations Manager oversees the administrative operations functions supporting Smith Debnam’s Consumer Collections practice group, including file intake and account-maintenance, claims inventory, client support, quality assurance, staff development, vendor management, and operational compliance. This hands-on leadership role requires strong people management skills, sound operational judgment, attention to detail, and the ability to analyze data, improve processes, and resolve issues in a fast-paced environment.

Requirements

Minimum of three years of operations-management experience in banking, financial services, collections, legal services, or a related industry.
Minimum of three years of direct supervisory experience managing a team of three or more employees.
Strong Microsoft Excel skills and experience analyzing operational and consumer-account data.
Demonstrated ability to identify errors, analyze root causes, and implement effective solutions.
Strong organizational, analytical, communication, and interpersonal skills with exceptional attention to detail.
Ability to manage multiple priorities in a deadline-driven environment and collaborate effectively across departments.
Working knowledge of basic accounting and mathematical principles.

Nice To Haves

Associate or bachelor’s degree in business administration, accounting, finance, or a related field preferred.
Familiarity with the civil litigation or creditors’ rights preferred.

Responsibilities

Provide clients with regular account and inventory updates and resolve escalated, non-legal issues.
Lead operational onboarding of new clients and implement new or revised client requirements, policies, and procedures.
Maintain client-specific forms, templates, workflows, and requirements within the collection-management system.
Partner with attorneys, Compliance, Operations, and Technology to address client needs and support effective operations.
Stay informed of system changes, regulatory developments, and evolving client requirements.
Oversee the intake, maintenance, and processing of new, reopened, recalled, and replacement claims.
Monitor account data, judgments, balances, and other client-required information for accuracy and completeness.
Develop and review quality-assurance, exception, and operational reports to identify trends, errors, and areas for improvement.
Investigate operational and account-level issues, identify root causes, and implement corrective actions.
Maintain departmental procedures and support client audits and compliance-related deliverables.
Lead and oversee Account Maintenance Clerks, File Intake Clerks, and the Database Administrator.
Establish priorities, manage workloads, and ensure timely and accurate completion of work.
Coach, develop, and evaluate employees, including performance reviews, goal setting, training, and professional development.
Lead hiring and onboarding and oversee training for new employees.
Oversee the implementation and training of new procedures for staff.
Provide guidance on escalated operational, system, and workflow issues.
Manage employee access to client and vendor systems and foster a collaborative, accountable, and service-oriented team environment.
Review vendor invoices and monitor vendor performance and quality.
Partner with internal technology teams and outside vendors to resolve issues and implement system and workflow improvements.