BPO Mgr- of Site/Branch/Office position for Kelly OCG Cincinnati, OHIO #BPO40-13
Scope
The scope of this position will encompass the responsibilities of Operations Manager,
as it relates to the delivery of Business Process Outsourcing (BPO) solutions for the outsourced business groups.
Responsibilities
Support BPO/CoE through
Identify, promote and initiate opportunities for new business or existing business expansion
Engage and take direction from CoM Directors as necessary to meet customer timelines
Educate customers on BPO solution
Provide business plans/solutions, organizational structure and cost of service estimates
Identify synergies within existing business to leverage cost savings, best practices and SOW support
Understand and support the BPO/client approval process
Create and update required documents as necessary to support a remote GIS implementation
Support CoM through:
Recruit, hire and train on-site managers and supervisors on KOCG process and procedures
Successfully manage multi-customer operations.
Detail of Standard Operational Support
Safety
Management/maintenance of the S.H.E and Business Continuation Plan.
Works with both the Kelly Safety department as well as with the client department to ensure that the staff receives proper safety training, follow client safety SOP’s and uses PPE’s (Proper Protection Equipment) when needed.
Report and assist in the investigation of safety violations, dangerous occurrences and accidents, where necessary.
Metrics
Will work with Senior Operations Manager and the on-site Supervisor(s)/Teams Lead(s) to develop metrics that accurately reflect what is happening at the client.
Once metrics are developed, will work with the Supervisor(s)/Team Lead(s) to collect the data every month and report the data to the Senior Operations Manager.
Work with Supervisor(s)/Team Lead(s) for the maintenance of associate contact list(s).
Purchase Orders –
Contact for the creation of purchase orders, ensuring sufficient funds are available in the purchase orders. Will contact clients when purchase orders are overdrawn and work with clients to resolve it.
Reconciliations
Will either train or reconcile on a monthly basis, the previous months P&L statements for the various business groups.
Process Improvements
Improve processes and policies in support of organizational goals. Formulate and implement policies and procedures to maximize output.
Scope of Works/Job Description
Will work with the Kelly OCG Supervisor(s)/Team lead(s) and client to maintain current SOW’s and job descriptions. When needed, will help in the creation of new SOW’s/job descriptions and will work with the Kelly reps in obtaining the new SOW’s and job descriptions.
Responsible for the delivery of all aspects of the solution including:
Plans, schedules and supervises the work of the assigned unit(s).
Ability to build and encourage a positive teamwork environment, develop team and individuals.
Recognize and implement cost saving initiatives where appropriate (not all scopes maybe eligible).
Evaluates and recommends changes in methods and procedures in assigned area of responsibility. Familiarizes employees with established organization procedures, rules and regulations.
Coordinate and monitor the workings of the various departments in the organization.
Manage and ensure operations profitability based on current service agreement and pricing structure.
Continuously assess, train, coach, mentor and develop personnel.
Execution and support of BPO initiatives such as:
OCG Operating System
Lean – Total Quality Management (TQM) –
Performance Management –
Communications
Work with Supervisor(s)/Team Lead(s) on Continuous Process Improvement (CPI).
Supervises, coordinates, provides leadership to and reviews the work of the assigned staff.
Prepare and distribute reports on a timely basis
Monitor adherence to rules, regulations and procedures.
Participate, as needed, in special projects and support, as directed, with activities at other sites
Work with Supervisor(s)/Team Lead(s) in maintaining OSHA Compliance.
Qualifications
• Demonstrated success in leadership of dynamic group or operation
• Ability to manage multiple projects and departments and must be able to prioritize and make quick decisions.
• Excellent organizational and accurate math skills
• Associates Degree or better in Business preferable, 3 to 5 years equivalent related experience needed
KELLY Services
About Kelly Services®
Kelly Services, Inc. (NASDAQ: KELYA) (NASDAQ: KELYB) is a leader in providing workforce solutions. Kelly® offers a comprehensive array of outsourcing and consulting services as well as world-class staffing on a temporary, temporary-to-hire, and direct-hire basis. Serving clients around the globe, Kelly provides employment to more than 560,000 employees annually. Revenue in 2012 was $5.5 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn, and Twitter. Download The Talent Project, a free iPad app by Kelly Services.
Visit Kelly Services at www.KellyServices.com
Apply online at: http://kelly.force.com/ocgcareers/apex/ts2__JobDetails?jobId=a59800000008Qt8AAE
Kelly Services is an equal opportunity employer committed to employing a diverse workforce.
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