Director of Operations

SUMMARY

The Director of Operations is responsible for the overall performance of the company's operational success. This position is responsible for the development and implementation of operational processes and procedures, effectively delegates responsibilities and ensures all products and services are delivered with the highest level of quality and customer service. This position demonstrates exceptional leadership and ensures all practices are carried out in the most effective and efficient way possible and in accordance with all federal, state and local regulations.

ESSENTIAL JOB FUNCTIONS

• Responsible for the overall operations of the company and coordinating the development, implementation and monitoring of all operational processes and procedures.
• Actively participate in the preparation of short and long term planning and budget development to support strategic goals and growth objectives.
• Provide strategic vision and planning for existing services and aids in the development of new products and services.
• Review financial results through various resources to measure productivity and ensure operations are in line with the company's financial goals and objectives.
• Oversee the management of all operational staff and directly supervise all members of the operational management team.
• Work directly with management to ensure the execution of staff scheduling, distribution, production and completion of all work is achieved.
• Work effectively with leaders in other departments across the company to achieve operational, sales, financial, and strategic goals.
• Manage the development, implementation and review of all training programs and quality assurance.
• Conduct research and quality assurance review of products and technologies to determine quality and effectiveness and make adjustments and or recommendations for changes to enhance the efficiency and profitability of the company.
• Provide advice, training and/or necessary support for various project assignments as required.
• Plan and organize departmental meetings as needed and actively participates in all managerial meetings as required.
• Communicate pertinent information regarding the status of the company to all appropriate individuals within the company.
• Ensure the management of all office needs including, but not limited to, client service contacts, vendor contracts, maintenance requirements, etc. is managed by the proper members of management.
• Ensure compliance of all required recordkeeping, including, but not limited to, client contracts, vendor contracts, and employment records.
• Represent the business unit at all meetings to both internal and external audiences, including presentations via phone, webinar, and/or in-person.
• Ensure all organization activities and operations are carried out in compliance with local, state, and federal regulations and laws governing business operations.
• Perform miscellaneous duties as assigned by the management.

ESSENTIAL MANAGERIAL RESPONSIBILITIES

• Carrying out all responsibilities in accordance with the company's standards, policies, and all applicable employment laws.
• Managing and monitoring workflow and providing support, training, and techniques to assist staff in achieving department daily/weekly/monthly goals and standards.
• Encouraging positive morale, maintaining harmony among staff, and resolving grievances when necessary.
• Overseeing the completion and approval of employee timecards and coordinating overtime needs with management and staff as needed.
• Actively participating in the department's staffing requirements including hiring, onboarding, and separating of employees.
• Creating and implementing plan to meet department's goals and metrics based on workload and client needs.
• Communicating change effectively and supporting those affected by change.
• Managing insubordinate staff when warranted and initiating coaching or corrective actions as required and/or directed by upper management.
• Evaluating staff needs and performance, providing periodic feedback to staff and reporting any performance concerns and/or recommendations growth opportunities to management.
• Actively participating and successfully conducting annual performance evaluations.

• Bachelor degree in business management or related field preferred.
• Five years' experience in management; or equivalent combination of education and experience preferred.
• Strong knowledge of claims management relative to workers' compensation, no-fault, liability, and disability preferred.
• Must have strong knowledge of business development, budgeting and strategic planning.
• Demonstrates exceptional communication skills by conveying necessary information accurately, listening effectively and seeking clarification when needed.
• Ability to follow instructions and adhere to upper managements' directions accurately.
• Must use good judgment and include the appropriate people in the decision-making process.
• Must be knowledgeable in multiple software programs, including, but not limited to, Microsoft Word, Outlook, Excel, and the Internet.
• Ability to collect and research data to analyze complex or diverse information.
• Must use intuition and experience to design work flow procedures and process solutions.
• Must be able to maintain confidentiality.
• Must be able to demonstrate and promote a positive team -oriented environment.
• Must possess the ability to manage and direct change, delays, or unexpected events appropriately.

WHO WE ARE

ABI Document Support Services is the largest nationwide provider of records retrieval, subpoena services, and document management for the legal and insurance industries. There is no other company in the market that provides the volume of successfully retrieved records or the document management solutions that ABI offers. Our singular focus is records retrieval and the most advanced technology solutions for our clients to manage, analyze and summarize those retrieved records. We are committed to continually raising the bar for cost effective record retrieval and more thorough analysis and summarization.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

Equal Opportunity Employer - Minorities/Females/Disabled/Veterans

ABI offers a fast-paced team atmosphere with competitive benefits (medical, vision, dental), paid time off, and 401k.