Associate VP, Operations Services

Position Summary:

The AVP of Operations Services primary responsibilities will be: Oversight over Operations Services (Placement Processing, Correspondence Processing, Dispute Processing, Administrative Client Requirements Support, and Oversight of all consumer-facing written communications) and Oversight over Contact Management Team. Must possess strong analytical and technical abilities to identify opportunities for process improvement and leverage tools to implement process improvements.

Essential Duties & Responsibilities

• Develop and lead the organization's Operation Services and Contact Management Team processes and strategies, aligning them with business goals and regulatory requirements
• Responsible for drafting, editing, mapping, and front-line monitoring of consumer-facing written communications (i.e. collections notices, e-mail and text templates, Webchat, etc.) in alignment with production, compliance and legal requirements. Will collaborate with each stakeholder, IT, and vendors to ensure written communications are approved and implemented to all stakeholder requirements
• Oversee the implementation and continuous improvement of ConServe's correspondence management processes and systems (Docuware), including digital transformation initiatives
• Ensure Operations Services SLAs are consistently tracked, communicated, and upheld
• Oversee Contact Management Team ensuring daily/weekly workforce management, all corresponding tools and equipment are operational, and that all associated communication channels are open and operating.
• Contribute to edits/updates on Operation’s PPMS documents; provide oversight and conduct reviews of PPMS updates/edits on Operations PPMS documents
• Conduct Root Cause Analysis and implement effective corrective action when SLAs are not consistently met or when workflow bottlenecks occur
• Identify opportunities and implement solutions to improve efficiencies reducing department consumption against budgeted expectations
• Ensure departmental policies, procedures, and work instructions remain up to date and are executed as documented
• Ensure Director of Operations Services properly tracks, communicates, and manages Administrative Representative and Contact Management productivity using Key Performance Indicators (KPIs) and monitoring tools and reports
• Ensure staff receives appropriate cross-training to maintain subject matter expertise in numerous subjects to enable resource reassignment to manage ebbs and flows in workflows.
• Identify and communicate resource constraints or excess to VP of Operations as they occur
• Adherence to ConServe’s Professional Practices Management System (PPMS), Code of Conduct, and Compliance program
• Reinforce and retraining on all PPMS work instructions, policies, procedures and forms with staff

Education:

• HS Diploma or GED
• Experience with Document Management Systems, including SharePoint, Docuware, or similar platforms; certifications preferred
• Bachelor’s Degree in Business Administration or Information Technology or related field or equivalent combination of education and experience

Skills/ Requirements:

• Seven+ (7) years of Management experience including staff supervision
• Collections industry experience heavily preferred
• Strong technical and business analyst skills
• Proficiency in document management software and systems
• Experience with leading data digitization efforts
• Strong understanding of information lifecycle management (creation, storage, retrieval, and disposal)
• Experience with editing/creating collection notices and content for text and e-mail communications
• Expertise or certification with document management systems and document management processes
• Expertise with leveraging Artificial Intelligence to improve efficiencies preferred
• Demonstrated ability to use and interpret data to identify process improvement opportunities and ability to implement innovative solutions
• Excellent analytical and communication and presentation skills
• Excellent organizational skills
• Detail-oriented and able to multitask and meet deadlines
• Ability to travel to Industry, Vendor and Administrative conferences/events, as needed
• The ability to telework. A teleworker is defined as an employee who works for ConServe from a home, or other remote office, for all of the regularly scheduled work week. A teleworker uses telecommunication technologies, including, but not limited to, soft telephones, virtual facsimiles, computers, electronic mail, and remote Internet connections to access work remotely on a pre-determined basis
• A secure internet connection, to plug in ConServe equipment into a hardline Ethernet port and a private work area in which work activities can be conducted
• Ability to obtain and maintain Government Security Clearance
• U.S. Citizenship or lawful Permanent Resident alien with three or more years as a permanent resident in the United States.
• No Conflict of Interest with ConServe or our Clients

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job except for periodic breaks pursuant to applicable law.

• Occasionally lift and/or move up to 25 pounds.
• Ability to sit or remain sedentary for your entire work shift (8, 9, or 10 hour shift)
• Ability to talk and listen on a phone or in person for your entire work shift (8, 9, or 10 hour shift)
• Ability to type on a computer for extended periods.
• Ability to stand up your entire work shift (8, 9, or 10 hour shift)
• Ability to drive with valid driver’s license and fly in an airplane.

Reasonable accommodations may be made to the extent required under applicable law to enable individuals with disabilities to perform the essential functions of this position.

MISSION STATEMENT:

ConServe is dedicated to satisfying the needs of our Clients in a manner consistent with improving the human condition, and that will foster the development of long term mutually beneficial relationships with our Clients, our Employees, our Suppliers and Business Partners and the Community as a whole.

Disclaimer: The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken. Duties may vary from time to time and this description is subject to review. Modifications will be made as needed to support changes in the business climate and requirements.

Continental Service Group, Inc., d/b/a ConServe endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact our Recruiting Department at: 585-421-1000, extension:7 or by emailing: [email protected].

Qualified applicants will receive consideration for employment regardless of age, race, color, religion, national origin, sex, sexual orientation, gender, gender identity/expression, genetic disposition, genetic markers/carrier status, disability, creed, veteran status, military status, status as a victim of domestic violence, marital status, familial status, pregnancy, childbirth and related medical conditions, and disability, conviction (limited) or other legally protected status.

ConServe is a Drug Free Workplace