Job Responsibilities
Operational & Compliance Management:
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Manage end-to-end SCA operations in alignment with company policies, regulatory requirements, and industry standards.
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Ensure strict adherence to state and federal regulations, internal controls, and audit requirements.
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Apply strong business, operational, and regulatory knowledge to make accurate, timely, and well-reasoned decisions.
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Always maintain audit readiness of the unit and proactively mitigate operational risks.
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Support new process migrations and ensure seamless operational integration.
Collaborator & Business Partnership:
Manage collaborator expectations and deliver operational support to PGS in line with service commitments.
Align team efforts with organizational strategy and collaborator business requirements.
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Drive volumes, SLA achievement, and customer satisfaction metrics.
Advance unresolved issues appropriately and collaborate with leadership to drive resolution.
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Build and maintain strong cross-functional relationships to enhance collaboration and delivery.
People Leadership & Performance Management:
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Communicate business strategy, organizational goals, priorities, and deadlines clearly to the team.
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Provide team members with a clear vision of business objectives and performance expectations.
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Motivate, coach, and assess team performance to ensure high engagement and productivity.
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Create and monitor action plans for underperformance and provide regular performance status updates to management.
Promote a culture of trust, open communication, accountability, and collaboration.
Acknowledge and honor individual and group accomplishments and outstanding performance.
Training, Coaching & Talent Development:
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Design, develop, coordinate, and deliver training programs (large-scale and targeted) for individuals and teams.
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Manage structured training and mentoring initiatives aligned with business needs.
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Provide coaching, feedback, and development support to enhance team capability and readiness.
Monitor, track, and communicate individual and group training progress and learning results to leadership.
Process Improvement & Innovation:
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Drive continuous improvement in customer service standards and operational efficiency.
Foster an environment that encourages innovation, automation, and process simplification.
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Encourage creativity, calculated risk-taking, and continuous learning within the team.
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Act as a focal point for resolving interface and integration issues with partner teams.
