The Canada SBS Implementation Operations Manager provides effective management, direction and leadership to the
SBS team. Assumes accountability and responsibility to meet or exceed the region's performance goals, especially in the
areas of quality, client retention, productivity, implementation, and call management.
• Provides vision, leadership, and guidance to each Team Leader and associates in the key operating areas
through performance and goal setting. Effectively communicates with team, developing a climate in which
information is shared openly. Clearly defines team goals and expectations. Develops tactical plans to reach these
goals. Uses written and verbal communication skills to interact effectively internally and with clients.
Comprehends and correctly interprets messages from others. Inspires and supports an environment which
encourages continual process improvements.
• Directs staff to ensure adherence to high levels of quality and service to clients.
• Handles 5 Team leaders at a minimum.
• Establish processes and initiatives to improve quality and productivity performance of the business unit.
• Ensures that all negative client surveys and quality evaluations that are below expectations are resolved within
24-48 hours.
• Ensures that all Team Leaders under his supervision completed all necessary supervisory tasks such as, but not
limited to phone time, quality evaluations and one on one coaching.
• Develop Team Leaders and associates by means of TRIAD session, inspection of coaching documents,
performance updates, coaching intervention, daily/weekly/monthly performance review with the Team leaders and
regular coaching and meeting sessions.
• Ensures that all performance metrics are met like internal and external quality and productivity. Measurement is
his own scorecard as an associate manager.
• Works closely with other internal service delivery organizations such as Health & Welfare Client Services,
Operations, Payroll and Technical Support to deliver quality, accuracy, and timeliness.
• Fosters associates to learn, develop and adapt to a constantly changing work environment. Continuously reviews
team performance; identifies and appropriately addresses opportunities for improvement. Determines training
requirements. Ensures timely and effective training is delivered to enhance skills of the team. Implements
initiatives and processes to improve all aspects of the department.
• Supports overall Service Center methodology by organizing activities related to chartered projects designed to
create efficiencies, improve cost, improve quality and increase client satisfaction. Insures the HR Employee
Service Center operates within the established protocols of the divisional and site strategy

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