Support Operations team is seeking highly motivated manager to lead teams of up to 20 Specialists in high touch investigation roles. A Support Operation Manager holds a front-line management position responsible for managing a team of Support Operation Specialists. The role is a mix of people and process management and a successful candidate is one who can respond to day to day people issues, while maintaining a focus on the bigger picture.

Key job responsibilities
61 Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.
61 Provide individual coaching feedback sessions, and frequent one-on-ones that focus on performance, attendance adherence and career development.
61 Serve as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature.
61 Partner and communicate with stakeholders to ensure a consistent employee experience is achieved.
61 Lead team meetings focused on team performance, policy and site updates, and team-building activities.
61 Create and update weekly and monthly productivity reports displaying team performance against expectations. Speak to team on performance and ongoing coaching methods in weekly performance review meetings.
61 Initiate and drive process improvements.

Basic qualifications

2+ years of operational and/or retail management experience
Demonstrated team-building skills within own team or across other teams.
61 Demonstrated ability to develop, direct, and manage a group of individuals including managing career growth.
61 Demonstrated skill in developing and implementing new strategies and procedures.
61 Demonstrated ability to devise and communicate administrative and procedural decisions.
61 Versed in employee development and performance management skills and strategies including performance reviews, goal setting, and providing feedback.
61 Proven ability to report and analyze data.
61 Demonstrated ability to initiate and drive process improvements.

Preferred qualifications

Experience with operations, risk, fraud investigations etc.
Experience with six sigma tools and Lean techniques
People Management Skills
61 Demonstrated ability to develop, direct, and manage a team.
61 Skilled in developing and implementing new processes and procedures.
61 Ability to organize, prioritize and schedule work assignments.
61 Ability to develop, plan, and implement short and long-range goals (both for individuals and for the team).
61 Ability to perform ambiguous tasks without guidance and support.
61 Ability to foster a cooperative environment and to work in a collegial fashion with peers in other organizational units.
61 Can adapt well to changing circumstances, direction, and strategy.
61 Ability to manage team performance through training, coaching, and process improvement.
Communication Skills:
61 Strong interpersonal and communication skills and the ability to communicate effectively with a wide range of constituencies in a diverse community.
61 Demonstrated team building skills: within own team/across other teams.
61 Ability to provide objective performance feedback.
61 Ability to maintain composure in critical situations and communicate clearly with both internal and external Customers.
61 Excellent documentation skills.
Continuous Improvement:
61 Strong history of proposing ideas for new metrics and tools.
61 Ability to own data collection and reporting for deep dives and escalations.