The essential functions include, but are not limited to the following:
- Use strong analytical skills to monitor and analyze operational and financial KPI's to make effective recommendations and provide relevant feedback to the Senior Management team.
- Define objectives, identify and evaluate trends and draft options, choose a course of action, and evaluate outcomes.
- Accomplish department objectives by managing staff, planning, and evaluating department activities.
- Perform monthly/quarterly/annual reviews for direct reports. Coach, counsel, and discipline employees. Provide a supportive environment in which each employee is provided the opportunity for growth and career advancement.
- Develop, coordinate, and enforce systems, policies, procedures, and productivity standards.
- Establish strategic goals by gathering pertinent business, financial, service, and operations information and make recommendations to senior leadership on any changes which might impact the team, goals, and/or objectives.
- Recognize and address potential changes in staffing based on business needs.
- Make recommendations on and implement initiatives and process improvements in collaboration with or as delegated by the Vice President, Resolution.
- Exercise wide latitude in determining objectives and approaches to critical assignments.
- Thorough knowledge of department processes and protocols.
- Research, implement and manage best practices to ensure high levels of customer services.
- Work closely with other departments to collaborate on any initiatives or process improvements.
- Exercise judgment and diplomacy to maintain important personal contacts inside and outside the Company to ensure quality service to Optima clients and protection of Optima's brand and services.
- Embody a client-focused mindset and know how to translate that mindset into client-focused processes and procedures and an ever-developing sense of service culture.
- Actively participate in Optima culture events and activities. Promote the Optima culture and foster a cooperative and harmonious working climate conducive to maximize employee morale and productivity.
- Follow company protocols to ensure the highest level of security to protect the client Personal Identifiable Information (PII).
- Perform other tasks as assigned.