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OverviewPublic Consulting Group, Inc. (PCG) provides management consulting and technology services to help public sector education, health, human services, and other government clients achieve their performance goals and better serve populations in need. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has more than 1,700 professionals in 55 offices around the U.S. and in Montreal, UK and Poland. The firm draws on more than two decades of consulting to public sector clients in all 50 states and Canada to deliver best-practice solutions and measurable results to state and local public agencies, state-operated facilities, and private providers that do business with government agencies. PCG is committed to a diverse workforce which is a reflection of our clients and the people they serve. Our organizational culture attracts and rewards people who are results-oriented and interested in making an immediate impact on their community as well as their own career.ResponsibilitiesOPERATIONS SUPPORT DESCRIPTION:The operations support team manages the inbound document and outgoing mail process. Inbound documents are received by our mail room, scanned and uploaded for a triage process to determine document type and thereafter allocated to the appropriate department for processing. Once triage and scanning occurs documents can be managed electronically and in some instance travel direct to the processing department through our BPM (Business Process Management) system. The operations support team completes fulfillment of Customer Service, Program Management and internal FOC team requests. The support team manages the outbound mail inserting, postage and deliverable process.GENERAL SUMMARY:This position is primarily responsible for supervising a team of non-exempt employees providing day-to-day management of the inbound document process. Along with having responsibility for the daily supervisor of the team, this position is responsible for interacting with Customer Service, Program Management and external third-party vendors in the execution of the inbound document process. The Operations Support Supervisor will manage all aspects of operations support department including staff supervision, policies and procedure development, extensive reporting and vendor management. Supervise team lead and staff across geographies to ensure that staff is meeting daily service requirements, including supply and equipment inventory.Apply demonstrated project management skills to ensure project deliverables and expectations are met on a daily basis.Assist Manager, Financial Operations Center to develop and enhance PPL’s technical and operational capacity to deliver financial services processing in multiple states.ESSENTIAL DUTIES AND RESPONSIBILITIES:(Other duties may be assigned as appropriate and necessary). The requirements listed beloware ranked in order of importanceand are representative of the knowledge, skill, and/or abilitiesrequiredto do the job successfully. Include appropriate references to quantitative abilities, computer skills, writing skills, research skills and general attributes.Manage Daily Operations SupportEnsure timely and accurate fulfillment of contractual obligations and internal SLAs
Performance Objectives
Processing all incoming and outgoing mail / payroll checks
Manage triage process through BPM (Business Process Management) system
Creating reports and identifying areas of improvement
Create and manage staff against internal project work place
Ensure staff understanding of day to day project priorities, level of effort, and deadlines
Monitor staff performance and follow up on areas of deficiency
Ensure staff are effectively performing all responsibilities as outlined in job descriptionSupervise Line Staff
Supervise Team Leaders to ensure resources are adequately coordinated to meet contractual obligations
Troubleshoot issues on a daily basis including validation and auditing
Evaluate internal controls and identify staff training needs on an ongoing basis
Establish and implement project policies and procedures
Serve as Key Operations Center Liaison
Contributing member of the FOC senior leadership team
Identify management information system issues and work with IT staff to execute a solution
Establish and maintain excellent communication with call center operations staff in Phoenix
Lead ad hoc inter-office assignments as assigned
QualificationsEDUCATION and/or PREVIOUS EXPERIENCE REQUIRED(include any required certificates, licenses and registrations):Education: Relevant Bachelor’s Degree or equivalent experience, Master’s Degree a plusExperience: 3 + years progressive experience with operations center projects,5 + years prior supervisory experience, with multiple reports
2 + years vendor management experienceSkills: Experienced LeaderDemonstrated ability to leverage data insights in order to drive team performance and operational improvementsSuperior attention to detailDemonstrated team work and relationship building skillsMust be proficient in Microsoft applications such as MS Excel and MS PowerPointDemonstrated exceptional communication/interpersonal skillsVendor Management and relationship management experienceSUPERVISORY RESPONSIBILITIES:FO SpecialistFO Associate IIFO Associate IOthers as assigned by FO Manager#LI-TW1Connect With Public Consulting Group!Not ready to apply?for general consideration.Job ID2019-4647of Openings1CategoryAdministrative/ClericalPublic Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability. VEVRAA Federal Contractor.
