DOCS Operations Manager
ICON
North Wales, Montréal
5d ago

JOB FUNCTIONS / RESPONSIBILITIES

The responsibilities of the Operations Manager include, but are not limited to :

CPC MANAGEMENT

  • Complete DOCS induction and orientation for newly employed CPCs.
  • Ensure client-specific induction and orientation is planned, communicated and completed.
  • Establish goals and objectives for each CPC.
  • Monitor performance and conduct annual appraisal for each CPC, as applicable.
  • Conduct regular 1 : 1 meetings with assigned CPCs.
  • Ensure timely submission and approval of time reports, expense reports and leave requests for assigned CPCs.
  • Manage non-rechargeable expenses for assigned CPCs, per regional guidelines.
  • Create a positive relationship between DOCS, the CPC and the client to ensure retention.
  • Conduct accompanied site visits, if applicable / approved.
  • Ensure timely identification, resolution and escalation of issues.
  • Implement, monitor and ensure appropriate completion of a Corrective Action Plan, if required.
  • Monitor and update relevant CPC data in OMNI.
  • CLIENT RELATIONSHIP MANAGEMENT

  • Establish routine teleconference and meeting schedule with client contact(s) to effectively manage client relationship.
  • Obtain regular client feedback to ensure CPCs are meeting performance expectations and PDPs are aligned with client goals.
  • Agree Key Performance Indicators (KPIs) with client and periodically review results.
  • Ensure compliance with time and expense reporting requirements of client contracts.
  • Collaborate with client to forecast resource requirements.
  • Ensure DOCS understands current client procedures and expectations.
  • Proactively plan for contract extensions, completions and terminations in collaboration with client and relevant DOCS departments.
  • DOCS BUSINESS PROCESS MANAGEMENT

  • Participate in Business Development activities, as appropriate.
  • Contribute to process improvement initiatives, as requested.
  • Up to 20% domestic and / or international travel, as needed.
  • Other duties as assigned.
  • Senior Operations Managers will perform these job functions and responsibilities across

    complex and diverse CPC assignments and strategic client relationships.

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