Manager Enrollment Operations

IDEMIA•, TX

2d•$69,000 - $97,344•Remote

About The Position

IDEMIA Public Security, a division of IDEMIA Group, provides biometric-based solutions for public and private organizations. The Manager Enrollment Operations is primarily responsible for managing IDEMIA enrollment agents and ensuring enrollment centers meet contractual requirements and deliver high-quality customer service. The role works with the Partner Support Group in accordance with standard operating procedures and maintains comprehensive knowledge of enrollment operations, performance, and industry practices. The manager is responsible for customer satisfaction, compliant and quality enrollment services, retail sales targets, and quarterly goals across an assigned territory. The role includes coaching and counseling team members, performance management, feedback, talent development, and employee performance objectives, including evaluations, KPI achievement, and hiring and firing evaluations. Regular in-person visits to enrollment centers are expected to identify and implement improvements to their appearance and efficiency. This is a remote work environment. Candidates must be U.S. citizens; ideal candidates will be located in New Mexico or Texas. Local travel is required, with occasional overnight travel not expected to exceed 30% of the time. Air travel may be required for initial company training and occasional program or service training.

Requirements

U.S. citizenship.
Intermediate proficiency in Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
Knowledge of Enrollment Center operations, standards, and standard operating procedures.
Ability to motivate team members to achieve collective goals and standards.
Ability to communicate effectively and persuasively in writing and orally with all levels of management.
Ability to prioritize workload in a fast-paced environment.
Efficient organizational skills, attention to detail, and ability to follow through on deliverables.
Strong work ethic and ability to adapt in a fast-changing environment.
Ability to work independently.
Outstanding management skills and ability to work at all levels of the organization.
Prior experience working with recruiting agencies.
Experience as a people and process manager, with excellent interpersonal skills and ability to encourage performance from others.
Ability to travel locally; occasional overnight travel as required, not expected to exceed 30% of the time.
Ability to travel by air for initial company training and occasional new program or services training.
Ability to perform office work involving sitting, standing, walking, bending, reaching, driving, and carrying light items; operate a keyboard, photocopier, telephone, and other office equipment.
Ability to frequently lift or move materials weighing 10–30 pounds and occasionally lift up to 50 pounds.
Manual dexterity to manipulate small objects and potentially normal hearing and vision to operate machinery.

Nice To Haves

Location in New Mexico or Texas.

Responsibilities

Manage IDEMIA enrollment agents.
Collaborate with the Partner Support Group in accordance with standard operating procedures to ensure enrollment centers meet contractual requirements and deliver a high level of customer service.
Maintain comprehensive knowledge of the enrollment business, enrollment solutions, industry trends, and best practices; communicate status, performance, and reliability to enrollment agents, customers, and support staff.
Coach and counsel team members, provide performance management and periodic feedback, and promote talent development through career planning.
Achieve a superior level of customer satisfaction in the assigned territory.
Conduct regular in-person visits to enrollment centers and identify and execute improvements in their appearance and efficiency.
Ensure compliant and quality delivery of enrollment services to applicants.
Drive retail sales targets and quarterly goals.
Manage employee performance objectives, including performance evaluations, KPI achievement, and hiring and firing evaluation.
Maintain awareness of company policies and represent IDEMIA’s best interests.
Travel locally for activities such as backfill at enrollment locations, meetings, classes, and workshops.