Operational Support Specialist

Revolutionizing the funeral industry means blazing new trails, creating new ideas, developing strong relationships, preserving legacies, and compassionately caring for Families. With over 200 locations across the country, Foundation Partners Group is continuing to expand our reach, but we only do this with exceptional team members ready to embrace the future of the funeral industry.

Our Team Members are vital to the health of our funeral homes, and we value the insight, ideas, and passion they bring every day to compassionately care for our Families. FPG is transforming the funeral industry one life, one family, and one community at a time. Join us as we revolutionize the funeral industry across the nation.

We currently have an opening for an Operational Support Specialist at our Home Office in Orlando, FL. The Operational Support Specialist is a business partner for the Area Vice Presidents. This position is the Liaison between Operations, Accounting, Marketing, Legal and IT departments.

Key Responsibilities:

Field Support

• Liaison between Ops, Accounting, Marketing, Legal and IT

• Streamline communications, resolve problems and direct inquiries

• Implement new procedures and initiatives from home office

• Communicate organizational policies and procedures to field

• Insurance-Auto, Property and Liability claims, policy updates and annual bidding requests

• Administrative processes-continually update and improve field processes including training via webinars for new administrators when needed

• Advisor review and updates

• Review missing fields and assist with follow-up on updates

• Case counts trends by location

• Assist AVP with:

• field communications including PowerPoint presentations, flow charts, Zoom conferencing, financial reviews and operational analysis

• customer complaints, legal inquiries and other post-service matters

• developing operating strategies, plans and procedures

• evaluating the performance of vendors and contract service providers to ensure quality and cost-efficiency

• interviewing new hires and identify skill development needs for field

• round table and conference calls-communicate and accumulate topics

• weekly 1:1 scheduling, agenda and follow-up between AVP and location leaders

• new acquisition support as needed

• Capital Expenditures-process and follow up on requests and monitor progress of expenditure

• Collect from locations the market research on competition and organize data

• Work with vendors as needed

• Assist with Procurement Card reconciliation (monthly) and follow-up on non-compliance/concerns.

Review Trend, PSR, Budgets and Labor to improve overall performance in the financial aspect as well as operational success.

• Trend analysis, variances (%) and reconcile significant budget shortfalls, cash advances and labor variances

• Identify areas of focus needed and highlight opportunities for cost reductions or service improvements to increase efficiency

• Follow up with accounting staff and admin for any discrepancies or miscoding

• Coordinate monthly reviews between AVP and managers to relay vital business metrics and results

• Create meeting agendas

• Assist with annual budgets

• Weekly Labor Review for OT and anticipated OT

Operational Reporting

• Assist with the development and review of the Monthly Reporting package to include:

• Area Revenue Financial performance trends - month over month revenue trends and drivers including

• Cases and Average Sale by Brand by month

• Cases and Average Sale by FD by month

• Trade, cemetery and Shipping trends

• Workday P&L analysis including key expense drivers vs budget

• Manage DSO (goal 15) and AR for Region

• AR trends by month

• AR opportunities by location/brand

• Follow up with collections/write-offs

• Capex

• Budget

• Projects planned and in work vs budget

• NPS trends

• Monthly performance vs budget

• Opportunities by brand/location

• Manage Family Satisfaction Surveys

• Process, distribute and follow up with customer complaints received through NPS

• Market Share Review-manage analysis and distribution to region leadership

• Community Outreach plans and execution

• Weekly

• PSR review and distribution

Advisor Management

• Assist with reporting and verification/coordination of all new users access

• Assist with pricing and packaging updates

• Manage updates to State specific forms

• Assist as needed on the administration of the program, help desk or related

Pricing and Packaging

• Administer master spreadsheet of pricing

• Prepare and update pricing and packages including General Price Lists, Casket Price Lists, Outer Burial Container Price Lists, Package Collaterals and Cemetery Price Lists

HR Support

• Assist with development and quarterly review of optimal staffing structure

• Review and follow-up on key ADP reports including overtime, missed breaks, etc

• Requisitions

• New Hires and Terminated Employees

• Off Cycle Requests

• Bonus Allocation Forms

Requirements & Qualifications:

• High school diploma or equivalent

• Associates degree or higher is preferred

• Experience in bookkeeping, general office, clerical accounting

• Proficient in Excel, Word, PowerPoint, Advisor, Outlook, and Zoom conferencing

• Must have excellent communication skills

• Ability to multi-task in a fast-paced work environment

• Willing to travel as needed

Team Member Benefits Include:

• Entry-level and experienced professionals; students, and veterans - we offer complete career paths regardless of your career and life stage

• Unique ShareLife technology lets you create one-of-a-kind life celebrations for the families you serve

• Competitive salaries and performance incentives

• Team member referral program

• Medical, dental, prescription, and vision insurance

• Vacation, sick, and holiday pay

• 401k with company match

• Company-paid life insurance, long-term disability, and short-term disability

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