Supervisor, Operations | Customer Accounts | Southfield, MI

Job Description

This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 3 per week averaging 12 days per month in our Southfield, MI Corporate Office.

Responsibilities:

• Supervise others working within established operational systems.
• Contribute to the development of annual and longer-term business plans; forecast performance against business key performance indicators (KPIs); develop business cases for key activities/projects; and estimate the financial and human resources required to deliver performance targets.
• Communicate the local action plan; explain how this relates to the function's strategy and action plan and to the broader organization's mission and vision; motivate people to achieve local business goals.
• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Or manage and report on team performance; set appropriate performance objectives for direct reports or project/account team members and hold people accountable for achieving them, taking appropriate corrective action where necessary to ensure the achievement of team/personal objectives.
• Supervise a team providing administrative and service operations support and have deep expertise in the service operations provided by that team.
• Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
• Identify shortcomings in existing processes, systems, and procedures, and use established change management programs to address them.
• Work within established procedures to achieve specified goals.
• Advise managers how to apply a wide variety of existing procedures and precedents.
• Help others get the most out of internal communications systems by offering support and advice.
• Keep track of risk parameters, identifying any deviations and reporting them to more senior colleagues. Involves working within established risk management systems.
• Track budgets and report variances to more senior colleagues.
• Provide coaching to team members to develop their skills.
• Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Skills:

• Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.
• Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing appropriate plans or performing necessary actions based on recommendations and requirements.
• Works without supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.
• Applies comprehensive knowledge to act independently while providing guidance and training to others on using clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.
• Works without supervision and provides technical guidance when required on interpreting and applying knowledge of laws, regulations and policies in area of expertise.
• Works without supervision and provides technical guidance when required on analyzing data trends for use in reports to help guide decision making.
• Works without supervision and provides technical guidance when required on reviewing and creating relevant, lucid and effective reports.
• Identifies, assesses, prioritizes and manages risks without supervision and provides technical guidance when required.
• Works independently using comprehensive knowledge and skills while guiding and training others on meeting high customer service standards.
• Applies comprehensive knowledge and/or skills to independently engage in strategic planning.
• Works with full competence to shift into and out of a mental mindsets associated with assessing the facts and circumstances of the current situation and/or environment and making the appropriate/innovative