Regional Operations Manager-Mail Services

Now is a great time to join our growing company! The Millennium Group (TMG) is an award winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30+ years of success in the industry.

Essential Job Responsibilities:

Human Resources Responsibilities: Ensure the following items are completed and submitted on a timely basis: New Hire Paperwork, Payroll Change Forms (terminations, warnings, raises, etc.), Employee Reviews/Counseling, Attendance Cards, Policy and Procedures Review, and Recruitment.

Contract Responsibilities: Understand and up-date the "Scope of Work", Maintain Good Vendor Relationships, Maintain/Monitor Contracts, Comply with all contractual requirements; customer survey, TMG Best Practices, etc. quarterly reviews, Scope of Work, Staffing Benchmark, etc.

Training Responsibilities: Insure the following items are in-place and being conducted: TMG training schedule/specialty training, and cross-training.

Payroll Responsibilities: Review and approve weekly payroll. Submit forms to HR on a timely basis.

Operational Requirements: Establish and implement standard procedures for site operations. Create an Operations & Process Manual to include workflow diagrams. Ensure proper management coverage is available at all times. Monitor operations for efficiency and quality of service. Manage equipment on the client's behalf when in scope of work. Monitor account(s) activities to ensure compliance with TMG standard operating procedures. Conduct and document monthly management and employee meetings, respond to all inquiries and requests in a timely and professional manner. Planning & Organization: Allocate resources on critical needs; define plans and actions consistent with business needs; organize initiatives to achieve results and critical timelines. Maintain Site Essential Documents; i.e. Operations Manual, User's Guide, etc.

Report Responsibilities: Ensure the following items are being met. Prepare update for all sites according to established schedule, monthly reports on or before the 10th of every month, account reviews (semi-annual and annually), customer surveys.

Customer/Relations Responsibilities: Maintain the appropriate level of client contact to include client interaction with the primary focus of achieving and surpassing client service goals, semi-annual & annual reviews.

Billing/Budget Responsibilities: Ensure all billing information is received by TMG billing personnel on or before dates in attached timeline along with monitoring financial performance, and maintaining budget compliance.

Quality Improvement/Goals: Maintain total quality focus to exceed client expectations and ensure service levels are clearly understood, and identify any Quality Improvements.

Communications: Build commitment/leadership establish an atmosphere of trust and support; set a model for employees that reflects the highest ethics, integrity, and standards of excellence. Maintain working relationships with client representatives, including identifying needs, conducting analysis, handling criticism, and informing them of progress.

Judgment & decision-making: make a sound and logical decision without unnecessary delay and prove it to be correct and effective.

Qualifications:

This position requires an individual with a minimum of 7-10 years of leadership experience along with a proven track record of managing multiple locations for the following service lines; mail, shipping/receiving, copy, switchboard (receptionist), and other related office services; the ability to identify and resolve potential problems, strong leadership, customer relationship skills, project management, excellent computer skills, and other duties as assigned. The Regional Operations Manager provides leadership, operational support, ensures TMG Best Practices compliance and client satisfaction. This position may be responsible for other Operations Managers and National Account Managers as well. They are responsible for training/educating of employees, monitoring operations budgets (salary) to ensure compliance with organizational expenditure requirements.

Role Priorities:
1. Client Relations, Retention and Satisfaction
2. Employee Training
3. Audits
4. All Reporting Requirements
5. Implement Process Improvement
6. Handle and resolve problems
7. TMG's Best Practices

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