The Back Office Assistant Manager is responsible for overseeing all production-related aspects of assigned project(s) and ensuring operational excellence. This role serves as a key liaison between DATAMARK and its clients, representing the organization in daily operational matters, performance discussions, and service delivery commitments.
Primary Responsibilities
Oversee day-to-day operations by coordinating the workflow of Back Office Supervisors and ensuring production objectives are met.
Manage multiple production projects simultaneously , ensuring alignment with Service Level Agreements (SLAs), contractual requirements, and client expectations.
Monitor departmental performance , identifying opportunities to improve productivity, efficiency, and overall operational effectiveness.
Support employee performance management , including performance evaluations, coaching, discipline, and termination actions in accordance with company policy.
Serve as the primary day-to-day client contact , participating in regular client meetings and addressing operational concerns and service updates.
Develop and implement recovery and corrective action plans for missed SLAs or production issues, providing detailed analysis and solutions to clients.
Ensure quality standards are met by creating and maintaining quality management processes and tracking quality metrics.
Support financial and productivity metrics , including speed and efficiency, and implement systems to ensure Supervisors meet assigned targets.
Assist with hiring, training, and development , preparing Back Office Supervisors and Lead Operators for growth and promotional opportunities.
Prepare and present production data and reports , including workflow processes, improvement plans, and billing information, using tools such as PowerPoint.
Requirements
Minimum Qualifications:
High School Diploma or equivalent required, Bachelor’s Degree preferred
At least 6 years of back office field experience with 4 of those years in a supervisory role.
Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required
Required Skills:
Excellent leadership and mentoring skills
Effective written and verbal communication skills
Extensive knowledge of back office procedures and principles
Demonstrated analytical/problem-solving skills
Provent· Excellent multi-tasking skills
Excellent interpersonal skills
Organized with attention to detail
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
Ability to coach and mentor back office associates
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