Operations Support Manager

Job Description:

The Operational Support Manager has responsibility for the oversight and execution of projects contracted to Harmony’s client base. They will manage the full scope of projects brought in by the Account Executive and Strategic Account teams. This includes, but is not limited to, onboarding consultants, understanding expectations of the client, relaying, and holding consultants accountable to expectations of client, and ensuring overall success of each engagement. The Operational Support Manager will manage projects in all customer locations and all Harmony service offerings. They will build upon and maintain existing relationships with current clients. They will manage the ongoing client relationship to ensure Harmony is positioned appropriately with the client as the leading service provider and referenceable partner.

Key Duties:

• Responsible for understanding full process life cycle including, but not limited to, scope of project, total volume expected start date, follow-up, moving forward with offers (urgency), obstacles to starting (IT, compliance, etc.), equipment/software needs, timing to start, troubleshooting contacts (IT, line, etc.), training and start date
• Onboard consultants in a timely and compliant manner
• Ensure that each consultant understands their responsibilities and expectations on each project and oversee their performance quality
• Communicate timely updates and expectations between all assignment stakeholders including client contacts and operations, housing, travel, and accounting departments
• Provides strategic and operational oversight to support clients including file management, communication, candidate orientation and on-boarding
• Stay in touch with our customer’s critical project goals through consistent, proactive communication
• Ability to read, understand, and execute on agreed upon contract language
• Develop relationships at all levels of a strategic customer's organization with emphasis on key decision makers and executive level.
• Proactively troubleshoot processes as well as participate in group continuous improvement activities
• Ensure deadlines are being met and make recommendations for proactive improvements
• Engage in consultant performance management issues including partnering with the Recruiter when conducting terminations for cause
• Meet key customers face to face across the organization on an as necessary basis

Traits:

The Operational Support Manager will be a task-oriented individual who can demonstrate proven results in the staffing or healthcare solutions industry. Ideally, they will have successful experience in managing the full scope of successful projects at a high level. Additionally, he/she will be knowledgeable of the Harmony sales cycle process as well as a consultative approach to project and relationship management with the ability to effectively execute Harmony solutions as they align with client needs. He/she will be an excellent communicator who is able to present equally well to all levels of a client organization.

The Operational Support Manager will have experience in a highly dynamic environment where a premium is placed on contribution and collaboration. This position demands an individual with high energy who has an ongoing personal commitment to achieve the highest quality results while demonstrating the highest levels of personal character and integrity. He or she must be a team player who can build excitement around the organization. This individual will be a self-starter who values team input and considers opinions before making fact-based decisions.

Additionally, the Operational Support Manager will possess the following skills and characteristics:

• Passionate and enthusiastic about the company’s vision and strategic plan
• Above average business acumen and analytical skills
• Excellent planning and communication skills, the ability to lead virtual teams in the execution of account strategies and plans
• Ability to work and think clearly under pressure
• Proven strength with time management skills
• A collaborative, action-oriented team player who can operate successfully across formal and informal reporting structures
• Able to analyze processes and come up with a more efficient approach
• Takes responsibility and is accountable for their results
• A sense of urgency and the will to succeed
• Ability to balance multiple tasks at once
• A creative problem solver who can view a problem strategically and effectively align solutions with the goals of the organization

Education/Experience:

A four-year Undergraduate Degree is preferred for this position. The ideal candidate will have had at least three to five years of successful project management experience with a track record of high achievement preferably within Healthcare professional services industry.