DOCS Operations Manager
About the role
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JOB FUNCTIONS / RESPONSIBILITIES
The responsibilities of the Operations Manager include, but are not limited to:
CPC MANAGEMENT
- Complete DOCS induction and orientation for newly employed CPCs.
- Ensure client-specific induction and orientation is planned, communicated and completed.
- Establish goals and objectives for each CPC.
- Monitor performance and conduct annual appraisal for each CPC, as applicable.
- Conduct regular 1:1 meetings with assigned CPCs.
- Ensure timely submission and approval of time reports, expense reports and leave requests for assigned CPCs.
- Manage non-rechargeable expenses for assigned CPCs, per regional guidelines.
- Create a positive relationship between DOCS, the CPC and the client to ensure retention.
- Conduct accompanied site visits, if applicable / approved.
- Ensure timely identification, resolution and escalation of issues.
- Implement, monitor and ensure appropriate completion of a Corrective Action Plan, if required.
- Monitor and update relevant CPC data in OMNI.
CLIENT RELATIONSHIP MANAGEMENT
- Establish routine teleconference and meeting schedule with client contact(s) to effectively manage client relationship.
- Obtain regular client feedback to ensure CPCs are meeting performance expectations and PDPs are aligned with client goals.
- Agree Key Performance Indicators (KPIs) with client and periodically review results.
- Ensure compliance with time and expense reporting requirements of client contracts.
- Collaborate with client to forecast resource requirements.
- Ensure DOCS understands current client procedures and expectations.
- Proactively plan for contract extensions, completions and terminations in collaboration with client and relevant DOCS departments.
DOCS BUSINESS PROCESS MANAGEMENT
- Participate in Business Development activities, as appropriate.
- Contribute to process improvement initiatives, as requested.
- Up to 20% domestic and/or international travel, as needed.
- Other duties as assigned.
Senior Operations Managers will perform these job functions and responsibilities across
complex and diverse CPC assignments and strategic client relationships.
Application process
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