Manager- Business Systems

Covista•Lisle, IL

9h•Hybrid

About The Position

This role provides strategic leadership, direction, and coordination for a team of Systems Analysts supporting enterprise systems. The leader will deliver hands‑on systems leadership to drive business system enhancements, process improvements, and operational excellence across Covista institutions and companies.

Requirements

Bachelor’s degree or equivalent relevant industry experience
Minimum of 5 years of leadership experience overseeing multiple functions
Proven experience managing large-scale projects, including the design, documentation, and implementation of complex operational processes and procedures
Strong ability to lead, motivate, and develop staff in a fast‑paced, high‑pressure environment
Excellent analytical, project management, problem solving and organizational skills, particularly in business process improvement, systems optimization, and change management
Ability to effectively communicate technical concepts to non-technical audiences
Strong written, verbal, and interpersonal communication skills
Demonstrated ability to foster collaboration across diverse stakeholders, including students, faculty, leadership, system developers, and staff
Proven adaptability and versatility in leadership style, with the ability to guide teams through change

Nice To Haves

Master’s degree in a related field Preferred

Responsibilities

Lead, coach, and support customer service team members to achieve performance and quality goals
Monitor team metrics including response time, resolution rates, and customer satisfaction (CSAT)
Provide regular feedback, training, and performance evaluations
Develop and refine customer service processes, workflows, and best practices
Manage escalated customer concerns with professionalism and accountability
Collaborate cross‑functionally with Operations, Product, and Leadership teams to drive improvements
Ensure compliance with company policies, service standards, and regulatory guidelines
Support hiring, onboarding, and ongoing development of customer service staff
Establish clear expectations, service standards, and performance metrics, ensuring staff understand their roles, responsibilities, and accountabilities
Promote a culture of collaboration, accountability, and continuous improvement
Ensure key business systems align with current business processes and evolving organizational needs
Serve as the primary liaison with institutional partners for system configuration and functional enhancements
Partner with business stakeholders and IT to gather requirements and translate them into system development specifications for enhancements and process changes
Lead planning and execution of service requests, upgrades, corrective actions, and optimization efforts for enterprise technologies
Research reported issues within systems and translate findings into system enhancements as needed
Maintain data integrity, accuracy, and consistency across all functional system reporting
Coordinate the development of training materials for new or updated business processes and system workflows
Ensure system changes are clearly communicated and supported through effective training and documentation
Travel up to 10%
Perform other duties as assigned
Comply with all organizational policies, procedures, and standards