Operations Manager, People & Performance

Job description

If you are an internal associate, please login to Workday and apply through Jobs Hub. Job Purpose: The primary purpose of this role includes performance management, coaching, and development of associates and includes service resolution (escalated cases), associate quality trending, supporting the Operations Leader, People & Production and understand the skills they support. Responsible for overseeing a team of service center or processing associates. The core duty of this position is the management and sponsorship of associates including career development, knowledge acquisition, performance management, on-boarding, and ultimately ensuring the ability to meet or exceed quality and productivity-related performance metrics while maintaining service standards. This individual directs the completion of daily work and manages effectively through peak volumes while providing support, coaching, performance feedback, recognition, engagement, and motivation to the team. Essential Responsibilities: - Monitors associate productivity and drives performance through active performance management. - Monitors and evaluates quality of associates performing skills, including behavior, technical acc...