Operations Leader, People & Production

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Job Purpose

The Operations Leader, People & Production provides oversight and professional development for direct management reports, ensures associate performance (oversight) and development is occurring, skill health ownership, training oversight, partnering with Operations Process Engineer to understand process changes keeping the associate and customer experience in mind. Has ownership of skill health from a forecasting, SLA management, and resource planning perspective. They are responsible for oversight of teams and activities with direct accountability of service center and/or processing teams. The core duties of this position include partnership with other Operation's Leaders, Operations Process Engineers, and other leaders to collaboratively forecast and maintain service levels, aligning resourcing plans, associate training, and knowledge management to ensure the completion of daily work and maintenance of Operations goals. This individual provides oversight, advocates, leads, and provides development opportunities for Operation's Managers and associates. In addition, they successfully lead through peak volumes and large-scale changes, maintaining budgeted hiring plans and providing informed support and performance feedback and development to their team members.

Essential Responsibilities

• Responsible for the professional development of their leaders and oversight of team members through coaching, identification of development opportunities, and providing stretch assignments as desired.
• Responsible for manager and team performance including personnel actions such as hiring, onboarding, performance management, corrective action, and terminations.
• Monitors associate productivity and drives performance through manager oversight and accountability.
• Accountable for identification and implementation of action plans to improve the associate experience and engagement.
• Provides teams direction through goal setting that aligns with Operations and enterprise strategic goals. Evaluates goals on a regular basis and communicates changes as necessary.
• Oversees service-related problem analysis and escalated issue handling, including service resolution. Communicates directly with customers as necessary and provides excellent customer service support.
• Responsible for collaborating across Operations and with the Command Center to load balance resources and leverage the Strategic Support Program in support of Operations service health and strategic goals.
• Utilizes both real-time, on-going, and historical associate performance metrics to analyze business processes in order to support the active management of skills. Is expected to partner with Operations Process Engineers to address workflow related issues or obstacles that may be impacting performance.
• Monitors the development and ongoing maintenance of volume-related forecasting and ensures team’s alignment with Operation’s strategic goals.
• Escalates identified deficiencies in process, controls, training, and quality standards in support of manager and associate activity.
• Establishes and maintains strong working relationships across enterprise business management teams to promote and continually broaden the level of business knowledge and the impact of quality/process improvement initiatives, projects, and programs.
• Supports the development, compliance, documentation, and maintenance of standard operating procedures (SOPs) and training documentation and materials.
• Contributes to the implementation of new or modified processes & capabilities including training and communication approach.
• Consulted on project plans and contributes to the development of identifying key issues, problems, approaches, performance metrics, and resources required to support a technical or organic change.
• Understands Jackson's portfolio roadmap for the business and technical capabilities and partners with other key stakeholders.
• Consulted in the creation, planning, and adherence to departmental budgets.

Other Duties

• Assists staff with the processing of transactions and customer service support as business needs dictate.
• Performs other duties and/or projects as assigned.

Knowledge, Skills and Abilities

• Excellent leadership skills with the ability and desire to both manage up, and develop managers and associates through coaching, training, and support.
• Proven ability to effectively lead Managers in a fast-paced production environment, ensuring completion of work occurs within required SLAs.
• Proven ability to accept, adapt, influence, and