Document Image Processing Manager

SPS-North America • Pittsburgh, PA

1d • Onsite

About The Position

We have an excellent opportunity for an experienced Service Delivery Manager to come grow with our team in Pittsburgh, PA!
We offer a competitive benefits package including offerings of paid time off, paid holidays, medical, dental, vision, legal and life insurance, transit program, referral bonuses, pet insurance, EAP, tuition discounts and a 401K with company match.
SPS is seeking for a Service Delivery Manager (Document Image Processing) that provides leadership and functions as a working Supervisor by guiding and directing site activities. This position is to sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily lockbox processing activities, service delivery, employee management, overall customer satisfaction, and strict adherence to all policies. The Service Delivery Manager will play a crucial role in ensuring the smooth and efficient operation of lockbox processing, driving continuous improvement, and maintaining strong client and vendor relationships.
In this important operational management role, you will be responsible for managing production, staff, group compliance, and overseeing daily team tasks.

Requirements

• 3-5 years people management experience (equivalent to a supervisor level managing a range of 10-20 staff or manager for a smaller group)
• 3- 5 years project management experience
• Must have strong background in managing critical and time sensitive Workflows to SLAs.
• Must have lockbox or image document processing experience
• A positive and professional attitude with a willingness to go above and beyond for our customers.
• Ability to handle physical duties (carrying and/or moving 40lbs) associated with the job - lifting, bending, etc.
• To be able to work both independently and being able to perform with minimal direction.
• Previous management/ supervisor experiences overseeing 10-20 above employees.
• Solid understanding of selling skills.
• Exceptional computer skills.
• Strong integrity, and solid business ethics.

Responsibilities

• Lead and manage daily lockbox processing activities
• Responsible for achieving contractual business results
• Managing critical and time sensitive Workflows to SLAs
• Tracking programs to monitor departmental goals and provide trend analysis to management
• Ensure adherence to company quality standards and continuous improvement initiatives
• Hold weekly team meetings/Huddles
• Enable Change - Takes action to drive change and innovation that will transform our business
• Takes personal ownership to deliver results. Empowers and trusts others in decision making
• Succession planning is critical to success
• Responsible for evaluating and improving employee performance to foster a high-performing team
• Manage individual and departmental goals
• Provides coaching and development to supervisors and their team members
• Hold the group accountable to operations goals
• Ensures that required system performance, turnaround time, and service levels are achieved
• Act as an escalation point for the Client Service team
• Ensures that required system performance, turnaround time, and service levels are achieved
• Act as an escalation point for the Client Service team
• Standard Operating Procedures: Maintain/update comprehensive process documentation to support operational transparency and consistency
• Conduct regression testing to ensure system stability post-changes, when called upon
• The Service Delivery Manager will play a crucial role in ensuring the smooth and efficient operation of lockbox processing, driving continuous improvement, and maintaining strong client and vendor relationships.

Benefits

• paid time off
• paid holidays
• medical
• dental
• vision
• legal and life insurance
• transit program
• referral bonuses
• pet insurance
• EAP
• tuition discounts
• 401K with company match

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed