Manager, Government Savings Operational Support

Section 1: Position SummaryThe Manager of Operational Support is responsible for leading the tactical execution of quality monitoring, reporting, and analytics for Government Savings Operations (529/ABLE/SFRP). This role supports the Director of Operational Support by ensuring the consistent delivery of accurate reporting, actionable insights, and high-quality operational performance. The Manager will oversee a small, specialized team of analysts focused on reporting, data quality, operational insights and resolution services team. This role is responsible for executing the operational reporting strategy, including the development, maintenance, and continuous improvement of recurring and as needed reports and insights. The Manager will leverage tools such as Power BI and internal systems, along with AI-enabled capabilities, to reduce manual data preparation, improve data accuracy, and increase automation across reporting processes.The Manager will play a key role in monitoring performance trends across key performance indicators (KPIs) such as productivity, quality, SLA adherence, and operational effectiveness. This includes identifying data anomalies, highlighting risks, and delivering actionable recommendations to improve performance and reduce manual inefficiencies.This position will also focus heavily on quality and control oversight and continuous improvement by establishing feedback loops, identifying root causes of errors, and driving improvements that enhance accuracy and reduce reliance on manual data entry processes.Section 2: Job Functions, Essential Duties and ResponsibilitiesManage the day-to-day execution of operational reporting, including daily, weekly, and monthly deliverables across productivity, quality, SLA, and performance metricsOversee a small team of analysts responsible for reporting, analytics, and data quality support functionsEnsure accuracy, consistency, and timeliness of all reporting outputs provided to leadership and business partnersExecute and continuously improve automated reporting solutions using Power BI, internal tools, and AI-enabled capabilitiesReduce reliance on manual data aggregation by identifying and implementing automation opportunitiesMonitor key performance indicators and identify trends, risks, and opportunities for operational improvementProvide clear, data-driven insights and recommendations to the Director and senior stakeholdersEstablish and maintain quality monitoring processes to ensure data accuracy and integrity across reportingDevelop and maintain feedback loops to communicate performance results, quality issues, and improvement opportunitiesIdentify and analyze root causes of data quality issues and partner with operations and technology teams to implement solutionsSupport SLA reporting and ensure accurate tracking and communication of performanceCollaborate with cross-functional partners to enhance reporting capabilities, data quality, and system functionalityAssist in forecasting, capacity planning, and analysis through accurate and timely reporting supportMaintain documentation of reporting processes, methodologies, and controlsEnsure adherence to policies, procedures, and controls and maintain compliance with regulatory requirementsCommunicate insights, trends, and recommendations in a clear and actionable mannerSupport continuous improvement initiatives focused on reducing manual data entry and improving efficiencyResponsible for protecting, securing, and proper handling of all confidential dataDemonstrate organizational values including I-Client Service philosophy and Core Values of People Matter, Quality First and Integrity AlwaysPerforms other duties as assignedSupervision Performance management of a small team of analystsProvide direction, coaching, and development to team membersFoster a culture of accountability, data quality, and continuous improvementEnsure team adherence to reporting standards, processes, and controlsParticipate in hiring and onboarding of team membersPartner with leadership to prioritize work and manage team capacitySection 3: Experience, Skills, Knowledge Requirements Bachelor’s Degree5+ years of experience in operations, reporting, analytics, or financial services2+ years of leadership or supervisory experienceExperience with reporting tools such as Power BI or similar platforms preferredExperience with data analysis, reporting automation, and process improvementExposure to AI-enabled tools or advanced analytics capabilities preferredStrong analytical, problem-solving, and critical thinking skillsExperience working with operational KPIs such as productivity, quality, and SLA performanceAbility to identify trends and translate data into actionable insightsStrong organizational, communication, and stakeholder management skillsAbility to operate in a fast-paced environment with multiple prioritiesBe aware of employment fraud. 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