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Job Description:

The Senior Manager, Electronic Document Processing is responsible for leading a team, who convert sensitive electronic files to PDF format, using various apps, tools, and techniques. The individual in this position will leverage strong people management and leadership expertise to establish the direction of daily activities, ensure efficient operations, and create an overall productive and enjoyable working environment for team members. Other key areas of responsibility include leading, mentoring and coaching a group of Supervisors who report directly to this role.

This position is full-time, onsite in Heredia, Costa Rica.

Essential Duties and Responsibilities:

Operations Management

• Thoroughly assess requests, identify correct process needed to produce documents and ensure appropriate completion throughout task lifecycle by delegation and follow through
• Ensure all tasks in the teamwork queue are handled in a timely manner and documented in the proper systems
• Manage to the established operational metrics and SLAs while providing regular updates to management
• Ensure adequate coverage to meet obligations of the document processing business function
• Follows proven organizational security best practices and ensures adherence to security protocols
• Collaborates with manager and leadership peers to oversee the day-to-day operations of the team
• Evaluates existing document management systems and procedures to determine current effectiveness and efficiency; identifies and implements improvements.
• Proactively identify challenges to current client and/or support process and operational policies, present recommended options for resolution to leadership team
• Demonstrate advanced use of equipment/technology/software and hardware necessary to perform job functions

People Management

• Performs workforce planning, coordinates employee schedules and staffing levels/availability including hiring, training, and absence management of employees
• Onboarding of new hires to ensure they understand their roles and responsibilities
• Supervises, coordinates, directs, and monitors staff activities to ensure prompt, courteous and accurate service that consistently meets SLAs and frequently exceeds internal and external customer expectations
• Establish clear expectations, deliver timely feedback, and manage employee development through strong performance management and training programs to ensure skills, knowledge and performance will exceed client expectations
• Encourage professional growth by mentoring staff, promoting skill building opportunities, and recognizing accomplishments
• Conduct appraisals of direct reports; ensure objectives of team members are regularly reviewed
• Create measurements and reviews to ensure headcount, salaries, overtime hours and costs are kept in line with budget
• Serve as a positive role model in both internal and external dealings across the company
• Regularly communicate Datasite’s values and beliefs, strategy, goals, and targets to the team and to individuals in an inspirational and motivational fashion
• Maintains a healthy work environment through inclusion, promotion of core values, and fostering engagement in business objectives
• Delegates workload and tasks as needed

Business Leadership

• Develop and implement changes to processes to ensure continued success in managing manual document processing and meeting/exceeding needs 
• Recognize evolving organizational needs, identify gaps and opportunities, and define a strategy for continuous improvement.  Lead in the development of new technologies and services to meet identified document processing and client needs.
• Lead local and global initiatives that relate to efficiencies and service delivery.  Participate in cross-department initiatives and function as liaison for manual document processing 
• Establish rapport and collaborative relationships with key internal partners 

Personal Attributes

• Adept with software programs for editing and/or creating documents
• Maintain current knowledge of best practices and developments in document management technologies and techniques
• Establish and maintain strong subject matter expertise. Introduce and obtain new skills, knowledge, and accreditations. 
• Excel under pres