What are the responsibilities and job description for the Enterprise Operations Manager position at Epiq Systems, Inc.?
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Job Description:
Job Profile Summary:
The Enterprise Operations Manager oversees the operational and strategic management of a client relationship with the primary focus of achieving and surpassing client expectations. This position reports to the Senior Account Director with a dedication towards achieving account profitability; serving as the primary escalation contact; providing account leadership and mentorship to the Site Managers and on-site teams.
Essential Job Responsibilities
- Manage and oversee all assigned locations, personnel, and equipment for a client with multiple locations nationally
- Oversee the Site Managers and potentially other employees at multiple site locations
- Provide management direction to ensure our accounts are receiving quality service while operating efficiently and profitably
- Develop strategies to achieve 100% client satisfaction
- Strategically engage Epiq resources to support proactive solutions and industry trends with client
- Scheduled/Unscheduled travel to all client locations to monitor account performance
- Ensure monthly report compilation, including accurate billing submittal and invoice processing
- Monthly meeting/touch points with clients in all offices
- Perform Annual end-user survey and Semi-Annual Client survey
- Preparation, presentation, and review of Strategic Business Reviews
- Lead recruiting, developing, and training initiatives to optimize account performance
- Implement account strategies in accordance with overall strategy and business plans
- Proactively provide solutions to the client contact
- Respond to client concerns
- Host recurring Site Manager meetings to train, educate and inform the on-site management team
- Develop positive relationships with client key contacts in each local office
- Ability to function with a high level of patience, tact and diplomacy
- Displays high ethical standard, integrity, work ethic, and loyalty
Qualifications & Requirements
- Bachelor’s degree required or relevant management experience
- Experience managing multi-site and multi-client operations
- Minimum 5 years’ experience in business process outsourcing industry
- Minimum 2 years’ management experience with heavy profit and loss responsibility
- Minimum of 2 years’ professional level work experience in a production environment and/or a client-service oriented field
- Working knowledge of PC applications including Microsoft Office software
- Knowledge of copy machines and utilization of typical office services equipment and technology
- Manager to add any Unique Requirements here or delete
- Manager to add any Unique Requirements here or delete
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It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.
