IIM BPO Processing Center Manager
About The Position
The IIM BPO Processing Center Manager is a salary plus MBO incentive Management position. This position is responsible for developing, guiding, forecasting, manipulating, monitoring and ensuring the success and wellbeing of the assigned processing center and production staff. Key accountabilities of this role include the following: • Project Success • Utilization Management • Forecasting • BPO SOW and Pricing Approvals • Overall Staffing • Facilities Management The IIM BPO Processing Center Manager is responsible for managing all processing center BPO projects, and budgeting and forecasting all revenue and cost-of-goods in the processing center. In addition, the IIM BPO Processing Center Manager is responsible for managing lean processes, lean staffing and working with Production Manager(s) on daily production needs, issues and successes. The IIM BPO Processing Center Manager is responsible for developing and maintaining customer relations, and is the face of the processing center. This position works with ECM Sales, providing proposal and pricing support.
Requirements
- Four- year college degree or satisfactory completion of a business curriculum from an accredited school and/ or equivalent work experience
- Three to five years of experience in production improvement driven environment
- Three to five years of experience in BPO Services or a related industry
- Three to five years of experience in staff management or supervision
- Experience providing solutions relating to business process improvement
- Experience servicing internal and external customers
- Experience working with external vendors/ partners
- Experience in efficiency production improvement
- Excellent interpersonal and communications skills
- Strong listening skills; ability to understand customers’ needs and equate them to KMBS ECM BPO Services
- Ability to lead and execute within a team structure
- Ability to collaborate with internal partners and external vendors
- Strong knowledge of Microsoft Word and Excel
- Ability to lead and manage a team to a successful operations and team environment
- Strong project management skills
- Experience in lean practices
Nice To Haves
- Strong knowledge of IIM products/services; Kofax Ascent Capture, Hyland OnBase and SharePoint preferred
- Preferred knowledge of Business Process Outsource, back-file and day forward scanning
Responsibilities
- Managing BPO Processing Center Projects
- BPO Processing Center Budgeting and Forecasting
- Managing Lean Processes and Lean Staffing
- Maintaining Customer Relations
- Collaborating with ECM Sales on Standard BPO Engagement Proposal/SOW and Pricing
- Tracking and monitoring current and incoming BPO projects to project monthly forecasts and predict staffing needs and costs
- Developing processing center employees and processes utilizing lean principles
- Developing long-lasting relationships with customers
- Collaborating with a variety of IIM personnel to ensure project and processing center success, as well as customer satisfaction
- Responsible for all processing center results
- Fully analyzing project SOP’s, workflow diagrams and station instructions to ensure project success
- Escalating appropriate issues to the IIM National Director, BPO Services
- Developing appropriate personnel for successful support roles, including Production Manager, Logistics Operator, Imaging Technical Support, etc.
- Monitor building issues and status, escalating when necessary
- Responsible for all hiring and other personnel actions
- Performs other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
