Description
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Position Summary:
The Client Support Services Director is responsible for developing, managing, and growing the Support Services department as well as ensuring the department is working to maximized capacity and achieving billable metrics. Responsibilities also include creating processes for efficiency and standardization across the department.
Essential Functions:
Create efficiency and standardization across the department.
• Develop processes that are efficient and easy to follow.
• Utilize technology to maximize efficiency.
• All processes and systems are standardized and in alignment with company-wide processes.
• Create documented processes on how to access the product.
Ensure the department is working to maximized capacity and achieving billable metrics.
• Hire and train at the correct rate to become billable in alignment with specific role metrics.
• Manage capacity metrics of the department.
• Identify if roles or tasks would be more cost-effective to be outsourced and manage outsourced relationships.
• Prepare and present monthly reports to the CEO outlining the current health of the department and data points on agreed measures.
Develop, manage, and grow the Support Services department.
• Oversee and ensure the execution of the BRC Employee Ecosystem as per the process.
• Manage the personal and professional training and development requirements of the team.
• Coach the team to expand their skills in their area of focus.
• Oversee Performance Management of direct reports including terminations ensuring positive and respectful relationships are maintained.
• Manage the resourcing of roles within the department in alignment with business, with a focus on cultural fit.
Physical Demands:
While performing the duties of this job, the employee is regularly required to sit and use hands and fingers. The employee is frequently required to talk or hear. The employee is occasionally required to stand, walk, reach with hands and arms and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. The work space for this position will be a cubicle solely occupied by the individual, in a purpose-grouped location. The noise level in the work environment is usually moderate.
Travel Required: Yes – 10%
Work Authorization/Security Clearance Requirements:
Must be authorized to work in the United States.
Affirmative Action/EEO Statement:
It is the policy of BRC to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.
Other Duties as Assigned:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Required Education and Experience:
• Bachelor's degree in Business Management/Organizational Management or related field is required. Preferred Education and Experience:
• Master's degree in Organizational Leadership or experience may be substituted for education.
• Four-to-eight years of experience minimum in leading technical staff is preferred.
Certifications/Licenses:
Not applicable
Supervisory Responsibilities: Yes
Competencies:
• High attention to detail
• Clear, professional, and an articulate communicator
• Constructive negotiator
• Ability to synthesize information quickly
• High emotional intelligence
• Highly organized – can see through the noise
• Business thinker and understands ROI
• Can make hard decisions & have hard conversations
Computer Skills:
Proficient in the use of Microsoft Office software (specifically Word and Outlook), Microsoft Windows, and Adobe Acrobat. The ability to adapt to new software and modalities for employing software in an efficient manner is also required.
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