Senior Manager, Operations
Corporate Communications
Total years of experience :5 years, 7 Months
Improve the operational systems, processes and policies in support of organizations mission specifically, support better management reporting, information flow and management, business process and organizational planning. Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions. Play a significant role in long-term planning, including an initiative geared toward operational excellence. Oversee overall financial management, planning, systems and controls. Management of agency budget in coordination with Directors. Development of individual program budgets. Invoicing to funding sources, including calculation of completed units of service. Payroll management, including tabulation of accrued employee benefits. Disbursement of checks for agency expenses. Organization of fiscal documents. Regular meetings with Directors around fiscal planning. Supervise and coach office manager on a weekly basis.
Provide customer service over phone, Query and solve customer issues, Report to upper management about different responses from customers, Query, analyze and preparing different reports. Helping to build good customer relations, Arranging staff meetings, Training and development, Handling complaints and queries (from customers and staff), Sorting security issues, Financial responsibilities, Arranging promotional events.
Provide financial oversight for all of External Relations. Working with the Directors, compiles the annual budget and quarterly re-forecasts. Review monthly financial reports and monitor spending to ensure that budget goals are met. Advise Department Directors and others on financial matters. Assist in the creation of financial reports to monitor progress of fundraising goals. Suggest and implement improvements in both processes and reports. Assists in the development of new methods to forecast annual cash flows. Monitor management process, salary equity issues and serve as a sounding board on staff and labor relations, and organizational design. Oversee the strategic development and implementation of the information technology aspects of External Relations. Work closely with the IT group and the External Relations staff to continually assess, enhance and maintain information technology and databases to support alumni programs and development activities. Serve as link to IT Client Services, maintains priority list of IT-related projects. Prioritize and develop new applications and processes to improve internal efficiency, streamline processes, and ensure data integrity.
Direct the recruiting, hiring, training, supervision, and evaluation of student callers and supervisors who work on an automated telemarketing system. Manage the day-to-day activities of the callers and evaluate their performance. Monitor caller activity, provide feedback and training to ensure successful caller performance. Coordinate meetings, as well as recruiting and recognition events. Create and update scripting. Plan team-building activities and ongoing training programs. Develop and supervise ongoing promotions or motivational activities to increase productivity. Work with collegiate representatives to secure guest speakers and current calling information. Respond to alumni/donor inquiries and complaints concerning the tele fund program. Assist with the development of strategies to increase overall gift revenue and alumni participation rates.