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About the Role: Fragomen, an AmLaw 100 Firm and the leading global immigration services provider, is seeking an experienced management professional to join our organization in the role of Mail Process Operations Center Manager (MPOC Manager). The MPOC Manager will be responsible for leading and managing a team of Mail Process Operations Center Supervisors and Coordinators, ensuring an effective and efficient Mail Processing service is provided to internal clients across the United States. Fragomen's exclusive focus on immigration means you will work in an exciting, dynamic, and challenging atmosphere with people who are passionate about immigration. Providing world class client service and industry leading technology solutions, Fragomen helps our clients to navigate the complex world of global immigration to better achieve their goals.
How will you make a difference as MPOC Manager at Fragomen?
Leverage your valuable skills and experience to make an impact at Fragomen:
Benefits:
At Fragomen, we know that great people make a great organization. We value our people and offer employees a broad range of benefits which includes:
Learn More About Fragomen:
Please take time to read About Us, explore the Meaningful and Impactful Work we do for our clients, and review the standard Benefits we offer. You can find all the material to the right of this page.
About the Role: Fragomen, an AmLaw 100 Firm and the leading global immigration services provider, is seeking an experienced management professional to join our organization in the role of Mail Process Operations Center Manager (MPOC Manager). The MPOC Manager will be responsible for leading and managing a team of Mail Process Operations Center Supervisors and Coordinators, ensuring an effective and efficient Mail Processing service is provided to internal clients across the United States. Fragomen's exclusive focus on immigration means you will work in an exciting, dynamic, and challenging atmosphere with people who are passionate about immigration. Providing world class client service and industry leading technology solutions, Fragomen helps our clients to navigate the complex world of global immigration to better achieve their goals.
How will you make a difference as MPOC Manager at Fragomen?
- Manage a large, shared service team, out of the Pittsburgh location, that is responsible for processing all mail received by USCIS
- Manage Mail Intake Supervisors and Coordinators - both on and offsite - including managing schedules, ensuring coverage, recruiting and training new hires
- Manage daily workload for the team to assure the team is staying within our SLAs
- Ensure internal client satisfaction by overseeing quality control processes, and managing challenging situations/projects and escalations under minimal direction in a timely and high-quality manner
- Function as an escalation point for Mail Intake Supervisors and Coordinators on issues including managing legal team expectations, PII, technology and SLAs
- Collaborate with Supervisors to maintain organization throughout every aspect of the processing center, from inbound deliveries, scanning and input into our software, to outbound mailings
- Proactively update and manage status reports
- Ensure standard operating process adherence across all users and office mail
- Continuously and proactively identify and implement process and technology improvements to MPOC operations
- Participate in the identification, documentation, analysis and validation of advanced business processes, systems and solution requirements
- Lead MPOC initiatives with a focus on communication, training and change management, including designing and implementing training programs for internal and external clients
- Become a subject matter expert on our case management solutions in order to provide best-in-class service
- Coordinate with Mail Intake Supervisors to plan onboarding activities to ensure preparedness for processing
- Collaborate with IT and Software Vendor as necessary to develop and/or oversee testing at the Supervisor and Coordinator level
Leverage your valuable skills and experience to make an impact at Fragomen:
- 5+ years of experience managing shared services or legal operations teams preferred; with 5+ years of comparable managing experience considered
- Demonstrated ability to lead and work effectively in a team, and to drive change through collaboration
- Self-motivated, with the ability to manage multiple projects to successful completion
- Strong oral and written presentation skills to deliver effective, confident and results-oriented communications
- Experience gathering requirements, providing documentation, and direct communication with client and technology team(s)
- Strong technical writing skills and attention to detail
- Ability to research and resolve issues/inquiries by identifying trends and utilizing available resources
- Familiarity with law firms, and/or fast-paced professional services environments
- Advanced knowledge of using and learning new technologies
- Proficient with MS Office products such as Outlook, OneNote, Word, PowerPoint and Excel to create varied documents, instructional materials and spreadsheets
- Flexibility in work schedule
Benefits:
At Fragomen, we know that great people make a great organization. We value our people and offer employees a broad range of benefits which includes:
- 22 PTO days + Federal holidays
- Medical, Dental, and Vision plans + FSA & HSA Plans
- 401K plan, with company matching
Learn More About Fragomen:
Please take time to read About Us, explore the Meaningful and Impactful Work we do for our clients, and review the standard Benefits we offer. You can find all the material to the right of this page.
