Summary: VitalScan helps companies improve employee productivity and realize sustainable savings through by providing bite-size process improvements in everyday business processes. The Director of Operations is responsible for the overall operational performance of Scanning, Data Capture & Digital Mailroom Services at an assigned Conversion Service Bureau (CSB).
Primary Tasks:
Manage Day to Day Operations
- Responsible for day-to-day operations for our Scanning, Data Capture & Digital Mailroom Services.
- Manage team of specialists, acting as role model and coaching employees on performance.
- Delegate project tasks based on members individual strengths, skill sets and experience levels
- Assess capacity and establish SMART goals for operational output.
- Ensure service level agreements (SLA’s) related to transaction processing are developed and maintained.
- Review job profitability (new and existing) on a regular basis for large accounts.
Adhere to Operational Best Practices
- Manage business continuity specific focus on staffing, equipment, and training.
- Fully document work instructions for all jobs and process steps. Capture any changes to the work instructions by means of a client-signed change order.
- Encourage culture of Continuous Improvement and continued comparison of actual performance vs. goals.
Manage Existing Client Relationships
- Support client requests and opportunities to expand a scope of work.
- Leverage network opportunities to uncover sources for warm leads (e.g., existing client relationships, personal networks, and activity in professional associations in local communities).
Support Sales Activities
- Participate with Sales Team as Subject Matter Expert and Operations Liaison throughout the sales process.
- Meet with clients to develop and clarify specific requirements of each project
- Complete quarterly business reviews with customers
Improve the Business
- Promote and assist in the growth of CSB personnel to develop a high performing operations team.
- Work with AVP to establish and implement short-and long-range departmental goals and objectives.
- Document and share best practice findings with counterparts and other VitalScan leaders.
Ensure Consistent Monthly Business Reporting
- Lead direct reports in the aggregation and validation of operations metrics.
- Ensure accurate reporting & cost allocation for data feeding into the monthly P&L reports.
Other Duties:
- Expected to participate regularly in off-site meetings within the local market (e.g., client visits).
- Willing and able to perform physical work, when necessary.
Competencies:
- Able to demonstrate ability to communicate physical and digital records management best practices.
- Thrives as an independent business leader in a fast paced and constantly changing environment.
- Has strong problem-solving and process management skills.
- Manages day-to-day client interaction, including setting and managing client expectations.
- Demonstrates outstanding project and time management skills.
- Can meet critical deadlines, manage team resources, schedules, and ensure consistent documentation of processes.
- Ability to generate an atmosphere of exceptional team synergies, positive energy.
- Flexible in dynamic situations. Activities, duties, and responsibilities may change at any time and without notice.