Job Family:

Travel Required:

Clearance Required:

What You Will Do:

Working under the general direction of the Delivery Manager, the Delivery Supervisor, Business Services Operations, serves as the primary liaison between the Operations Delivery teams and engagement Delivery Leadership. This position will be responsible for the proactive oversight of the Business Services processes. In addition, this position will develop a deep understanding of the Client’s business processes to ensure KPI’s, SLA’s and quality measures are met at both their assigned location and at Delivery Center(s). This position will proactively identify opportunities for improvement initiatives.

Leadership and Continuous Improvement:

• Promotes a service-oriented culture within the organization and assures satisfaction with the quality and amount of support provided for departmental functions, initiatives and projects.
• Continually seeks ways and means for improving the delivery and support of application review Operations activities and programs.
• Understands the job functions of the application reviewers, is aware of process flow across departments, and involves them, as appropriate, when recommended actions may impact their work functions.

Operations:

• Manage and supervise a team of 10-12 Analysts performing loan operations support to customers.
• Oversee team performance regarding production and quality.
• Support Managers and senior leadership with service delivery efforts, such as tracking key performance indicators, SLAa, developing training materials, and evaluating performance, as appropriate.
• Perform quality assurance reviews of team’s work product in accordance with client QA expectations.
• Accurately and thoroughly assessing team, work product quality and leveraging practices consistent with industry standards to provide coaching and constructive feedback to team to ensure quality decisions and appropriate review of potential illegal activity.
• Monitor and manage work queues across processes and prioritize assignments to minimize operational impact.
• Monitor, manage and communicate production metrics on an individual and team level across project resources.
• Create and present quality deliverables that support essential project workstreams.
• Provide guidance to analysts based on client expectations and prior subject matter experience.
• Lead training efforts to ensure consistency and quality across the team through large and small group meetings and 1-on-1 discussions.
• Consistently monitor the assigned team for effectiveness and efficiency and target areas of weakness.
• Serve as performance manager for junior team members.
• Other ad hoc project responsibilities, as needed.

What You Will Need:

• University Degree or High School Diploma with 9 years of relevant experience
• Five (5+) years relevant experience in a business operations environment or an outsourcing company
• Prior work experience in a call center or support center
• Supervisory experience of 5+ team members
• Managing work assignments, adjustments, counseling team members
• Prior experience in developing standard operating procedures and training plan execution
• Accomplished in client relationships and quality service delivery
• US Citizen

What Would Be Nice To Have:

• 7+ years of Service Delivery experience in a consulting organization
• Ability to effectively communicate at all levels of an organization.
• Undergraduate degree four-year college or university
• Has held Supervisory level responsibilities and leading small delivery teams.
• Strategic and conceptual thinker and planner
• Strong verbal and written communication skills, including power point presentation skills at the corporate level, client “C” suite or board level.
• Strong problem solving, marketing analysis and evaluation skills
• Innovative, motivated & able to lead by example
• Ability to initiate and follow through on projects and work independently with minimal supervision required
• Proficient in use of Excel, PowerPoint, Outlook and Word

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Tuition Reimbursement, Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program

About Guidehouse

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.