Service Delivery Manager (Home Repair)

Clarifi•Philadelphia, PA

45d•Hybrid

About The Position

Service Delivery Manager (Home Repair) Do you have experience leading teams and fostering a positive team dynamic built on mutual trust and feedback? Are you capable of developing plans, setting goals, and ensuring a high level of service quality within your team? Do you consider yourself to be a problem solver? This position might be for you! As Clarifi's newest Service Delivery Manager you would be responsible for overseeing essential program delivery functions through staff training, supervision of client facing staff, and completion of compliance tasks. The Service Delivery Manager operates with the goal of enabling Clarifi's clients to more easily access our programs and ensuring that our staff deliver exceptional service. By collaborating with both internal and external stakeholders, the Service Delivery Manager makes informed decisions to maximize program impact and continuously improve organizational health. As Service Delivery Manager, you would be responsible for managing the performance and professional development of team members in client facing roles such as Program Navigators, Financial Counselors, Home Repair Advocates. The Service Delivery Manager reports to the Program Manager. To learn more about the different ways Clarifi supports clients, please see https://www.clarifi.org/what-we-do/ Clarifi envisions a world where pathways to financial wellness are accessible to everyone. Our team members are change agents in the communities we serve, each dedicated to empowering individuals to achieve financial resilience and positively impact their communities. We recognize historic inequities and strive to reverse the systemic effects on marginalized communities. We are dedicated to serving the many diverse communities that make up Philadelphia and the Delaware Valley. To learn more about what motivates us please visit https://www.clarifi.org/who-we-are/ At Clarifi, our people are our power, they're passionate about helping families across the Delaware Valley to reach their financial goals. We are personal finance and housing experts, we are also connectors, helping clients access financial guidance and community organizations to achieve personalized goals. Clarifi believes a strong organization is based on the foundation of diverse groups of team members. We believe deeply in employees not only bringing their whole selves to work each day but also feeling comfortable being their authentic self. Learn more about our team at https://www.clarifi.org/who-we-are/team-members/ Clarifi offers: A full-time position with awesome benefits Wonderful locations in the Philadelphia region and potential hybrid options Monday - Friday schedule with evenings and Saturdays as needed Close-knit team that operates efficiently and with energy Opportunity to positively impact families in communities we serve

Requirements

3 years' experience in customer service, financial support, or any other related field
Professional experience with leading teams and/or people management
Professional experience with performance evaluation
Excellent written and interpersonal communication skills
Ability to effectively communicate across a wide variety of channels including phone, email, text and chat
Strong organizational and time management skills including the ability to prioritize deadlines and perform multiple tasks and projects simultaneously with limited supervision
Outcome driven with a strong client focus
Capable of working in a fast-paced and collegial environment
Proficiency with Office 365, client management software and web-based applications is required

Nice To Haves

Experience with program design and evaluation preferred
Bachelor's degree in any related field preferred
Fluency in both English and Spanish preferred

Responsibilities

Collaborate with Program Managers in meeting agency mission and goals, including service quality, client satisfaction, appointment targets, clients served, outcomes, and funder requirements
Supervise staff who directly perform client experience functions, including monitoring attendance, punctuality, schedules, human resource issues, and staff requests
Establish and communicate clear individual and team goals. Actively promote ownership and accountability towards those goals
Evaluate and document employee performance through session reviews and file reviews, performance reviews and constructive feedback
Actively participate in creating a work environment for a team that is encouraging, balanced, and contributes to fulfillment of the aims of both clients and staff
Use knowledge of all programs to coordinate processes that wrap around client counseling sessions including call answering, intake, counseling, document collection, and client follow up
Ensure that incoming calls and other channels of communication are managed by staff in a timely and effective manner
Oversee the processes that collect the client experience following counseling sessions including surveys, outcome documentation and client stories required by development
Oversee client complaint processes including escalations and resolution of client concerns
Actively promote process changes that improve client service
Coordinate the training of new staff on technology tools core to service delivery such as the client management or document management system
Managing the effectiveness and efficiency of client facing team by monitoring and ensuring movement of clients through programs pipeline
Support program management by diligently fulfilling functions such as reviewing files or trust account management
Translate data into performance improvement by analyzing volume, backlog, and QA findings to create efficiencies, improve workflows and productivity.
Identify opportunities to improve processes to create efficiencies and reduce cost of service delivery
Other duties as assigned