Manager Enrollment Operations

IDEMIA•, MA

2d•$69,000 - $97,344•Remote

About The Position

IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent benchmarking for accuracy, fairness and scalability. These exacting standards enable our clients to build safer, fairer societies where people can live, interact, and move about freely. With 4000+ employees around the world and 150+ partners worldwide, we offer more than just a job - we provide a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric based technology. Learn more here.

Requirements

Intermediate Proficiency in Microsoft Office (i.e. Word, Excel, PowerPoint, Outlook)
Knowledge of Enrollment Center Operations, Standards, and SOPs
Ability to motivate team members to achieve collective goals/standards
Ability to communicate effectively and persuasively via written or oral communication channels to all levels of management
Ability to prioritize workload accordingly in a fast-paced environment
Efficient organizational skills, attention to detail, and the ability to demonstrate and follow through on deliverables
Strong work ethic and the ability to adapt in a fast-changing environment, and strong attention to detail
Ability to work independently
Outstanding management skills and an ability to work at all levels in the organization
Prior experience working with Recruiting Agencies
Experienced People and Process Manager with excellent soft skills and ability to encourage performance from others

Nice To Haves

Comprehensive knowledge of the Enrollment business. Effective conversing with Enrollment Agents, Customers, and support staff on the status, performance, and reliability of Idemia provided solutions. Aware of the latest trends in the industry, current with best practices.

Responsibilities

Management of IDEMIA enrollment agents
Ongoing collaboration with Partner Support Group (PSG) in accordance with Standard Operation Procedures (SOP) to ensure all Enrollment Centers meet contractual requirements and deliver a high level of customer service.
Coaching and Counseling are necessary activities to ensure all team members are equipped to perform at a high level. Performance management and periodic feedback keeps team members on track for success. Actively promotes talent development through career planning activities.
Responsible for achieving a superior level of customer satisfaction in the territory assigned.
Provide regular in-person visits to enrollment center locations which will include identifying and executing improvements in the appearance and efficiency of enrollment centers
Ensure compliant and quality delivery of enrollment services to applicants.
Drive retail sales targets and quarterly goals.
Responsible for Employee Performance objectives, to include performance evaluations, KPI achievement, and hiring/firing evaluation.
Maintain an awareness of company policies and always represent IDEMIA’s best interests.