Manager, Fulfillment

OSV•Phoenix, AZ

2d•Onsite

About The Position

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place. Onsite in Phoenix, AZ Position Summary/Objective The Manager of Fulfillment is responsible for managing a team of Supervisors, Sr. Fulfillment Processors , and Fulfillment Processors across two sites – Dallas, TX and Phoenix, AZ, and overseeing the print and distribution activities. They have oversight of the business to support Customer Operations: Payroll, Tax, Garnishments, Employee Services, COBRA, Finance & Accounting, and internal HR departments. Responsible for allocation of work distribution; delivery and staff adherence to standard operating procedures; and incident reporting resulting in improvements. Also responsible for the oversight of internal administrative departments for incoming and outgoing mail and checks; and support facility services as needed. The Fulfillment Manager reports to the Director of Payroll Operations.

Requirements

Must be able to lift up to 50 lbs
Must be able to stand for extended periods
Must be willing to work outside of standard business hours during year-end processing, and other times as required
Excellent communication, problem-solving, critical thinking, and customer service skills
Flexible in a changing environment
Strong organizational skills with the ability to multi-task and support multiple customers and businesses effectively
Strong collaboration skills to work closely with others in a team, supporting collective goals
Detail Oriented with good time management skills
Ability to establish and maintain effective working relationships, internally and externally
Effectively leads multiple projects or initiatives
Strong research skills
Assurance in meeting deadlines
Equipment mechanical skills
Responsibility for entire team nationwide, including supervisory leadership
Bachelor’s degree or applicable work experience
3-5 years of leadership experience
7-10 years’ experience working in a fulfillment/distribution center
Highly experienced with all Microsoft software programs

Nice To Haves

Experience with Pitney Bowes/Bluecrest distribution equipment and software
Experience with FedEx/UPS and USPS processes

Responsibilities

Work distribution and scheduling
Ensure print jobs are occurring and shipped within the customers’ contractual SLA
Ensure that the team is processing within the guidelines of the standard operating procedures
Monitor tasks to ensure service level agreements and high customer satisfaction levels are being met
Report all incidents, including what happened and how. Assess the how and, in coordination with the Fulfillment Support Specialist develop short- and long-term improvements. Perform and document formal customer Root Causes Analysis within the contractual SLA timeline.
Point of escalation for customer – manage the timely handling and resolution of customer distribution issues
Adhere to security protocols to safeguard confidential, proprietary, and customer information
Ensure all work due each day has been processed in accordance with each business unit's delivery requirements
Continually assess work products and procedures to ensure accurate and timely processing, and to identify continuous areas of improvement
Accountable for all internal daily reporting and completion of work triggers (approval of print jobs, distribution status updates, follow-up with payroll for outlying incomplete jobs, etc.)
Work consistently to deliver excellent customer service related to the entire distribution process
Work with Fulfillment Operations Manager to ensure all equipment is maintained to a high standard of operation
Facilitate special internal requests to applicable OSV departments
Ensure 5S duties have been completed
Assist with special projects as needed
Support disaster recovery and business continuity mitigation plan, and execution against the plan
Manage HR and Performance Appraisals for employees including employee 1:1 training, goal setting, professional development plans, and monthly performance scorecards