Operations Manager, People & Performance

Job Purpose

The primary purpose of this role includes performance management, coaching, and development of associates and includes service resolution (escalated cases), associate quality trending, supporting the Operations Leader, People & Production and understand the skills they support. Responsible for overseeing a team of service center or processing associates. The core duty of this position is the management and sponsorship of associates including career development, knowledge acquisition, performance management, on-boarding, and ultimately ensuring the ability to meet or exceed quality and productivity-related performance metrics while maintaining service standards. This individual directs the completion of daily work and manages effectively through peak volumes while providing support, coaching, performance feedback, recognition, engagement, and motivation to the team.

Essential Responsibilities

• Monitors associate productivity and drives performance through active performance management.
• Monitors and evaluates quality of associates performing skills, including behavior, technical accuracy, and adherence to company policies; provides coaching, performance feedback and corrective action to associates as necessary.
• Responsible for the professional development of their team members through coaching, identification of development opportunities, and providing stretch assignments as desired.
• Responsible for identifying improvements to associate experience and engagement and, participates in creating action plans to address or improve.
• Communicates goals and expectations with associates regularly through team meetings and one-on-one discussions.
• Performs service-related problem analysis and resolves escalated issues, including service failure resolution. Communicates directly with customers as necessary and provides excellent customer service support.
• Evaluates and partners with the Command Center to appropriately allocate staff, including Strategic Support Program resources, to maintain Jackson's service level agreements (SLAs).
• Performs real-time monitoring and forecasting for assigned skills.
• Supports the requirements and implementation of new or modified processes & capabilities including training and communication approach.
• Understands Jackson's portfolio roadmap for the business and technical capabilities.

Other Duties

Knowledge, Skills and Abilities

Qualifications

We don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Jackson is proud to be an equal opportunity workplace. The Company subscribes to and endorses federal and state laws and regulations relating to equal employment opportunity for all persons without regard to race, color, religion, gender, age, national origin, legally-recognized disability, marital status, legally-protected medical condition, citizenship, ancestry, height, weight, sexual orientation, veteran status, or any other factor not related to the needs of the job. The Company is committed to a policy of equal opportunity. Company facilities and campuses are tobacco-free environments.