Operations - Manager, Regional Client Services

Job Description Summary

Basic Purpose

This position is responsible for all regional office administration and management.  This includes (but is not limited to) staff support, office management, performance management processes, team communications, onboarding, Dayforce Administration, and retention of all current regional employees.  This Manager would support and manage all staff reporting into the offices in which they support.

Scope

Supervises, coordinates, and guides the activities and operations of local and remote Billers, Schedulers, Service Representatives, and other Office Support Staff in various roles.  Organizes each assigned region/department to help run more smoothly as a cohesive team.  Establishes and implements more efficient processes and procedures within teams and for individual team members.  Goes above and beyond to drive unparalleled performance and unequivocal commitment to ATIS’ Vision, Mission, and Values.

Reporting and Working Relationships

The Regional Office Manager will report directly to the Chief Operating Officer-US Inspections.  This role will work with other ATIS Managers and Human Resources on a regular basis.

Primary Responsibilities (100%) 

70%...General Responsibilities

• Supervises and advises local and remote team members to ensure they are providing timely and accurate service.
• Works with direct reports and leadership to establish departmental and individual goals/KPIs.
• Advises and guides assigned teams and individual team members to help reach and maintain KPIs.
• Helps each team member to understand his/her role within the team, so they can all reach team goals more quickly and efficiently.
• Conducts regular one-on-one meetings and performance reviews with all direct reports.
• Distributes workloads, organizes, directs, and monitors daily activities of teams.

• Monitors and provides feedback related to phone demeanor, technical accuracy, performance, and conformity to company policies as needed.
• Monitors and analyzes productivity of direct reports/teams and generates reports based on analysis.
• Ensures direct reports are properly utilizing NetSuite Dashboard to track individual and departmental KPIs.
• Answers questions from employees and clients within expertise; redirects to appropriate contact for assistance when needed.
• Recommends corrective services to address customer complaints or performance needs.
• Hires, trains, motivates, and rewards team members.
• Approves/manages timecards in payroll system and communicates payroll and personnel changes/issues with appropriate parties.
• Establishes and maintains thorough knowledge of the Elevator Inspection industry.
• Prepares reports and correspondence as needed/requested.

20%...Regional Responsibilities

• Ensures customer satisfaction in region, which is measured by:  1) customer surveys, 2) churn, and 3) new revenue.
• Conducts regular regional meetings at minimum of once per month and provides summary to manager.

• Establishes procedures, prepares and coordinates schedules, and expedites workflows.

10%...Billing Responsibilities

• Helps maintain credit and rebills so that they are all done in a timely fashion.
• Helps with billing if any of the Billers fall behind or may be out.
• Maintains and balances the Inspectors monthly production summary spreadsheet.
• Runs month end reports and submits to Finance Director at the end of each month.
• Helps AP with any portals that are not being maintained in a timely fashion.
• Helps AP with any invoices, current or past due, that may need attention.
• Responsible for reviewing/billing key accounts

**Other duties as assigned, requested, or needed.

Work Environment/Physical Demands

This position operates in a professional office environment.

Travel

Minimal travel required. This may include visits to regional offices, required company functions, and visiting potential acquisitions as necessary.

Qualifications

• Bachelor’s degree (BA) or equivalent
• Two to four years related experience, or equivalent combination of education and experience
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities, duties, tasks, and workflows associated with managing employees
• Excellent customer service and interpersonal skills
• Good judgement with the ability to make timely and sound decisions
• Excellent written and verbal communication skills
• Versatility, flexibility, and a willingness to work within constantly changing priorities
• Proficient in use of Microsoft Office: Outlook, Word, Excel
• Proficiency in NetSuite, preferred

Competencies

• Initiative
• Ethics
• Business Acumen.
• Time Management 
• Organization
• Communication
• Customer Service
• Attention to Detail

DISCLAIMER:This job description is designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job.

ATIS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-314-441-3997 or by sending an email to hr@atis.com. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.