Operations Supervisor

First Advantage Bolingbrook , IL 60490

Posted 2 months ago

The Operations Supervisor will assign and manage the day to day workload for the Vendor Management Team based in North America and ensure all work is completed according to established policies, procedures and standards. This role will develop, implement and review process improvement initiatives along with departmental goals and objectives. This role requires a high level of knowledge in court records and background screening operations with the ability to direct the Vendor Management Team to successfully meet departmental performance expectations. Decision making and problem solving is a key component of this role.

Essential Duties and Responsibilities:

  • People management of the Vendor Management Team

  • Establish, implement and manage unit performance targets & goals and ensure the team performs in accordance with the defined business expectations

  • Write and deliver performance reviews that accurately reflect the goals, objectives ad accomplishments of all direct reports

  • Identifies and escalates new issues or trends, develops appropriate action plans to manage challenges, recommends process and procedure improvements to the CRRG Manager and/or Director of Operations

  • Manage and drive team continuous quality improvement measures

  • Provide all oversight, development, implementation and facilitate department training programs to ensure that team members are properly trained for their specific roles

  • Coaches and mentors direct reports for quality and productivity providing side by side and one on one feedback

  • Provides performance feedback, and as necessary documents all progressive performance management steps in accordance with First Advantage policies with the guidance and approval of Human Resources

  • Participate in business related meetings, manage vendor and customer relationships both internal and external, and prepare monthly, quarterly and/or annual reports as requested

  • Monitor vendors weekly, monthly and quarterly productivity for trends and issues

  • Build a partnership with First Advantage vendors to provide a quality product at exceptional turnaround time

  • Resolve all client escalations in a timely manner, perform root cause analysis, and implement short and long term solutions to improve client experience

  • Participates in special projects and performs other duties as assigned

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Operations Supervisor

First Advantage