Manager, Registration

Overview

Support Services, Reno, Nevada

Salary: USD 70,000 - 86,000 Annually

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The Registration Manager provides tactical management of the Shared Service Center (SSC) Registration function and ensures effective delivery of service with a focus on coordination, quality, resource utilization, and efficiency of the local Registration team and support of optimal Service Center operations.

• Provide leadership and operational oversight of the Registration team to ensure resources are properly aligned, workloads are balanced, issues are properly addressed, and required service quality is achieved.
• Manage and drive operational excellence, driving improvement against key performance indicators as defined by Service Level Agreements, internal quality and efficiency targets, data integrity and information capture, and reporting.
• Develop synergies between the Registration team and other business units to improve the overall efficiency and effectiveness of the SSC.
• Foster a continuous learning environment through commitment to effective, high quality training and development of new and existing employees.
• Identify and drive process improvement and support a proactive culture of continuous improvement.

• Oversee the complex and multifaceted Registration department in support of multiple business units or supervisory teams.
• Respond to both oral and written escalated concerns from internal and external customers.
• Assign and delegate work to team members by managing daily workflow of team, adjusting assignments as needed to cover fluctuations in volume, employee absences, and other changes as they occur.
• Coordinate, collaborate, and monitor the work of various teams involved in order placement, registration, shipment management, and other business process work functions.
• Ensure processes are customer focused and meet customer’s requirements.
• Continuously monitor and analyze data entry, documentation, and workload forecasts; adjust schedules, and manage appropriate staffing levels to maximize efficiency and ensure performance of service level agreements (SLAs).
• Ensure that work performed is continuously aligned with written and oral work instructions, process flows, training plans, proper audit controls, capacity models, transactional charges, and service level agreements.
• Provide operational support and guidance to ensure that each team has all of the necessary tools, competencies and training to meet the established service level agreement targets.
• Research and correct discrepancies and act as liaison with internal and external customers to resolve operational and administrative issues.
• Ensure timely and accurate conveyance of information to stakeholders, including service partners, internal, and external customers.
• Identify opportunities for increased efficiency and drive continuous improvement across the Registration function and Shared Service Center operations.
• Maintain ongoing open dialogue with business unit managers to ensure service goals are understood and practiced; communicate and report to business unit managers on a consistent and timely basis.
• Manage issue escalations, day-to-day issue resolution, and development and monitoring of any action plans needed to ensure that service level requirements are met and operational processes are continually improved.
• Prepare and analyze daily, weekly, monthly, individual, and unit productivity reports.
• Prepare and present reports as directed.
• Manage, guide, and develop Registration leadership and team members.
• Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree in Business, Supply Chain Management, Accounting, or related field or equivalent combination of…