Associate VP, Operations Services

CONTINENTAL SERVICE GROUP LLC•Village of Fairport, NY

9h•Remote

About The Position

The AVP of Operations Services primary responsibilities will be: Oversight over Operations Services (Placement Processing, Correspondence Processing, Dispute Processing, Administrative Client Requirements Support, and Oversight of all consumer-facing written communications) and Oversight over Contact Management Team. Must possess strong analytical and technical abilities to identify opportunities for process improvement and leverage tools to implement process improvements.

Requirements

HS Diploma or GED
Seven+ (7) years of Management experience including staff supervision
Collections industry experience heavily preferred
Strong technical and business analyst skills
Proficiency in document management software and systems
Experience with leading data digitization efforts
Strong understanding of information lifecycle management (creation, storage, retrieval, and disposal)
Experience with editing/creating collection notices and content for text and e-mail communications
Expertise or certification with document management systems and document management processes
Demonstrated ability to use and interpret data to identify process improvement opportunities and ability to implement innovative solutions
Excellent analytical and communication and presentation skills
Excellent organizational skills
Detail-oriented and able to multitask and meet deadlines
Ability to travel to Industry, Vendor and Administrative conferences/events, as needed
The ability to telework. A teleworker is defined as an employee who works for ConServe from a home, or other remote office, for all of the regularly scheduled work week. A teleworker uses telecommunication technologies, including, but not limited to, soft telephones, virtual facsimiles, computers, electronic mail, and remote Internet connections to access work remotely on a pre-determined basis
A secure internet connection, to plug in ConServe equipment into a hardline Ethernet port and a private work area in which work activities can be conducted
Ability to obtain and maintain Government Security Clearance
U.S. Citizenship or lawful Permanent Resident alien with three or more years as a permanent resident in the United States.
No Conflict of Interest with ConServe or our Clients
Bachelor’s Degree in Business Administration or Information Technology or related field or equivalent combination of education and experience
Experience with Document Management Systems, including SharePoint, Docuware, or similar platforms; certifications preferred

Nice To Haves

Expertise with leveraging Artificial Intelligence to improve efficiencies preferred

Responsibilities

Develop and lead the organization's Operation Services and Contact Management Team processes and strategies, aligning them with business goals and regulatory requirements
Responsible for drafting, editing, mapping, and front-line monitoring of consumer-facing written communications (i.e. collections notices, e-mail and text templates, Webchat, etc.) in alignment with production, compliance and legal requirements. Will collaborate with each stakeholder, IT, and vendors to ensure written communications are approved and implemented to all stakeholder requirements
Oversee the implementation and continuous improvement of ConServe's correspondence management processes and systems (Docuware), including digital transformation initiatives
Ensure Operations Services SLAs are consistently tracked, communicated, and upheld
Oversee Contact Management Team ensuring daily/weekly workforce management, all corresponding tools and equipment are operational, and that all associated communication channels are open and operating.
Contribute to edits/updates on Operation’s PPMS documents; provide oversight and conduct reviews of PPMS updates/edits on Operations PPMS documents
Conduct Root Cause Analysis and implement effective corrective action when SLAs are not consistently met or when workflow bottlenecks occur
Identify opportunities and implement solutions to improve efficiencies reducing department consumption against budgeted expectations
Ensure departmental policies, procedures, and work instructions remain up to date and are executed as documented
Ensure Director of Operations Services properly tracks, communicates, and manages Administrative Representative and Contact Management productivity using Key Performance Indicators (KPIs) and monitoring tools and reports
Ensure staff receives appropriate cross-training to maintain subject matter expertise in numerous subjects to enable resource reassignment to manage ebbs and flows in workflows.
Identify and communicate resource constraints or excess to VP of Operations as they occur
Adherence to ConServe’s Professional Practices Management System (PPMS), Code of Conduct, and Compliance program
Reinforce and retraining on all PPMS work instructions, policies, procedures and forms with staff