Job Details
Job Summary
As a Contract Management Lead you will also assist management, including hiring and training, and keeping management updated on team performance. You will communicate concerns and policies among management and team members. As the Lead, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to be proactive and ensure smooth team operations and effective collaboration. The Lead will be responsible for assisting in day-to-day operation of the Advantage team while ensuring work produced meets product/service standards and exceeds quality standards. The team lead will be directly responsible for meeting all SLA s that relate to Advantage Back Office Contract Management.
Core Responsibilities
- Create an inspiring team environment with an open communication culture
- Manage day-to-day office operations to maximize efficiencies.
- Generate reports and monitor progress and performance to ensure KPIs are being achieved
- Manage work distribution across team members and ensure that workflows appropriate support team members to perform their work efficiently and effectively
- Handles account issues independently but can work with team members and co-leads within various business groups to resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating issues to management
- Understand and maintains a solid understanding of the Advantage program and all the encompassing processes
- Support projects and implementation of new products, processes, or systems
- Coaching and motivating teammates to meet and exceed expectations goes a long way toward building the operation team leader s reputation. As the focal point of a workforce, the operations team leader s success ultimately depends on the productivity of the group.
- The team lead must prioritize assignments and delegate tasks on a daily basis. Fulfilling these responsibilities effectively distinguishes veteran leaders from their novice counterparts.
- Strong managerial acumen and familiarity with the principles of business administration are necessary components of the job. Examples include overseeing daily operations, pursuing organizational goals, and driving long-term business development
- Ensuring the billing and back office team meet all daily, weekly, and monthly KPI s
- Scheduling and supervising staff members.
- Working directly with all business partners/customers both internal and external
- Quality control and approval of any and all back office and billing tasks
- Coaching and collaborating daily with members of the team.
- Communicating effectively with other departments including Accounting, Treasury, Centers, Dealers, and all other business partners on a regular bases and assisting in any data research needed
- Handling and resolving a variety of operational concerns, complaints, and questions by business partners.
- Ability to accept empowerment and to be prepared to make decisions regarding customer agreements.
- Resolving problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
- Suggest and organize team building activities
- Prepare and manage training as needed
- Assists management with hiring processes and new team member training
- Encourage creativity
- Working with the Advantage Team Supervisor to ensure that all goals are met
- Reliable attendance and on-time job performance
- All other job duties as assigned
Qualifications:
- Post- Secondary Education in Business, Operations, and Finance (degree is not required but preferred)
- Minimum 3 years of experience in a business environment
- Minimum 1 year experience working in a team lead capacity
- Minimum 3 years experience working in a customer relationship management, billing, or contract management system and must be comfortable navigating multiple systems at one time
- Must have intermediate to working knowledge and practice of Microsoft Excel, PowerPoint, Outlook, and Teams
- Must have excellent written and verbal communication skills
- Must have a passion to lead and help people achieve their goals
- Must be attentive, capable of making critical and customer centric decisions, and have excellent attention to detail
- Must be organized, able to follow through on tasks, and meet deadlines and targets