Deputy Case Support Manager

Job Title: Deputy Case Support Manager

Job Category: Investigation

Time Type: Full time

Minimum Clearance Required to Start: Favorable SSBI

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity:
We are seeking a highly skilled and motivated Deputy Case Support Manager to lead a team of Case Support Analysts. The ideal candidate will have a deep understanding of customer policies and procedures, exceptional leadership skills, and a proven track record of managing and developing teams. The Manager will oversee the daily operations of Case Support Analysts, ensure compliance with national standards and customer requirements, and foster a collaborative and high-performing work environment.

Level Description:

• Supervises employees, typically junior or mid-level.
• Sets goals and objectives for team members for the achievement of operational results.
• Problems faced may be difficult but typically are not complex.
• Ensures policies, practices, and procedures are understood and followed by direct reports, customers, and stakeholders.
• May manage projects/processes.
• May influence others regarding system design, solutions, and procedures.

Organizational Impact:

• Plans/establishes OR works to achieve goals and objectives for a team, with direct impact on the immediate- or short-term operational results of the department (e.g., less than 1 year).
• Typically, does not have budget or P&L accountability, but may manage day-to-day elements of the budget (e.g., timecards, overtime for staff). May participate in decision-making or make recommendations to management in the financial areas of budget and P&L.
• May be responsible for entire projects or processes within the job area.

Innovation & Complexity:

• Responsible for making improvements to processes, systems, or products to enhance the performance of the job area OR may be responsible for developing technical solutions that require collaboration with internal expertise and deep analysis of the technical system.
• Problems and issues faced are difficult and may require understanding of a broader set of issues. Problems typically involve consideration of multiple issues, job areas, or specialties. Problems are typically solved through drawing from prior experience and analysis of issues.

Communication & Influence:

• Communicates with parties within and possibly outside of their own job function, which may include external customers or vendors depending upon the job function.
• Explains policies, practices, and procedures of the job area to others within the organization. May work to justify and gain cooperation of other parties on practices, policies, and procedures.

Leadership & Talent Management:

• Supervises a team consisting of professionals, typically at or below the T3/P3/S3 level. Leads, directs, and reviews the work of team members to accomplish operational plans and results OR complete more narrowly defined projects or objectives within their own job area.
• Provides primary input to hiring, firing, promotion, performance, and rewards decisions for direct reports.

Knowledge & Experience:

• Understands basic management approaches such as work scheduling, prioritizing, coaching, and process execution. Typically requires advanced understanding and ability to apply standards, principles, theories, and technical concepts of the job area typically obtained through advanced education combined with experience.

Key Responsibilities:

• Team Leadership and Development:
  • Manage a team of Case Support Analysts, providing guidance, mentorship, and performance feedback.
  • Recruit, hire, and onboard new team members.
  • Develop and implement training programs to enhance the skills and knowledge of the team.
  • Foster a positive and inclusive team culture that promotes professional growth and development.
• Operational Management:
  • Oversee the daily workload and task list of the Case Support Analysts, ensuring tasks are prioritized based on customer, business, and team needs.
  • Ensure all team members adhere to company policies and procedures, seeking clarification or explanations when necessary.
  • Participate in all mandatory meetings and contribute to strategic planning and decision-making processes.
• Case Management and Compliance:
  • Serve as a subject matter expert on customer policies and procedures, including case coverage for all case types, issue resolution, and reporting requireme