DOCS Operations Manager

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.