Summary

The employee in this position oversees management of multiple locations within a designated and defined region. This position will be senior to other Account Managers assigned to their region. The individual will coordinate and schedule coverage of positions with the Customer Support Leads for the assigned sites in their designated region. This individual will ensure an elevated level of customer satisfaction is maintained. Develop and maintain working relationships with OMG staff, Client Managers and employees and related vendors for each of the assigned sites. Coordinate and provide pertinent information and training for clients and OMG staff to improve efficiencies in all areas managed. Reports to the Director of Customer Success in the form of verbal and written updates and reports. Identifies growth in business opportunities at each facility. This employee will attend or participate in activities sponsored by: Local PCC, Chamber of Commerce and Community Events. Assist Sales Representative in developing new OMG business at client sites and surrounding areas. Must be able to work in a fast-paced environment and capable of handling situations of considerable difficulty.

Responsibilities

• Manages, supervises, and advises all site operations daily.
• Resolves personnel-related issues and partners with Human Resources and Operations Management.
• Provides and maintains cross-trained mail personnel for back-up during vacation, leaves of absence and emergency situations utilizing the region’s Customer Support Leads as necessary.
• Hires and trains assigned staff to follow OMG standards and achieve set objectives.
• Documents weekly meetings with staff at all locations to ensure continual communication.
• Evaluates team members to ensure quality work and efficiency.
• Strives to maintain proper staffing and retain employees.
• Provides continuous communication on employee performance daily to maintain mailroom standards.

• Oversee digital mail sorting, distribution, and archiving systems.
• Regularly analyze digital mail flow and volume metrics to identify trends, bottlenecks, and areas for efficiency improvements.
• Monitor all staff employee performance metrics for digital mail processing speed, accuracy, and customer satisfaction.  Use these metrics for regular performance evaluations.
• Assists team members daily with workflow in area.
• Forecasts needs and establish goals for area of responsibility.
• Allocates resources – people, equipment, and time.
• Determines which jobs should be performed internally or outsourced.
• Works closely with Purchasing to determine the most cost-effective methods of production.
• Prepares volume and management reports.
• Functions as a consultant of postal matters for the client as required.
• Manages site schedules and payroll summaries.
• Provides written or verbal updates on gained efficiencies and cost savings to OMG or client operating costs.
• Monitors each site’s progress and ensures its congruence with established performances.

• Prepares and reviews employee performance.
• Works closely with each customer manager and/or their designate to ensure their satisfaction.
• Creates quarterly site performance reports.
• Maintains updated SOPs (Standard Operating Procedures) for each site.
• Attends OMG management meetings and designated training classes.
• Resolves all issues at each site to prevent escalations and ensure client satisfaction and regulatory compliance.
• Evaluates and recommends changes in workflow processes; evaluates and recommends solutions to Senior Management.
• Assesses the needs of the clients to ensure proper contract requirements. Makes recommendations based on research, documentation, and cost justifications.
• Acts as a consultant for other sites and would have input on subjects where most proficient.
• Approves staffing and expense management.
• Approves workflow, equipment and technology solutions and recommendations.
• Responsible for staff and vendor performance in relationship to services.
• Other duties as assigned.

Supervisory Responsibilities

Hire: Determine the duties to be performed and select the best qualified candidate. This includes submitting the staff request, working with the Human Resources Department to conduct recruitment, screening applications, interviewing candidates, and documenting the selection.

Orient and Train

Provide appropriate orientation for the employee addressing site specific details. Give employees the information, technology, and reference materials necessary to perform their jobs. Training is an ongoing activity, crucial for fresh staff as well as for long-term staff who take on new responsibilities or who experience change in the way their existing duties need to be performed. Those who take on new responsibilities or experience job changes typically need additional direction and guidance for a period until the new work becomes more familiar.

Assign work

Assign certain duties to the employee, explaining how those duties are to be done (i.e., what level of performance will meet the supervisor’s expectations) and communicate how the successful performance of those duties will be measured. Ensure that the employee is working under a current job description and in a classification appropriate to the duties. Update job description, and submit it to the Human Resources Department, as needed.

Evaluate Performance

Be sure your employee is familiar with the format of the appraisal form you will be using and is clear about the evaluation process. Proper attention to performance evaluation during the probationary period and carefully considered decisions as to whether the employee should pass probation can be critical. The initial probationary period is your opportunity to judge the suitability of an employee for a specific position. If you have any concerns about an employee’s performance during probation, contact the Human Resources Department. After probation is complete, continue to have regular, ongoing discussions during which you can provide feedback throughout the year; complete a specific written appraisal at least once annually.

Reward Performance

Recommend performance awards and/or merit increases when appropriate. As merit increases and awards programs are implemented, supervisors will receive information for their eligible employees.

Approving Time Records and Requests for Time off

Sign weekly time and attendance records and approve requests for time off. Your signature on a time record means you concur with the hours worked as recorded by the employee, including any overtime worked or time taken off. Supervisors are responsible for approving requests for a leave of absence or to use compensatory time off or vacation time; and for ensuring their employees’ appropriate use of sick leave.

Resolve Complaints

Help employees address and resolve a wide variety of concerns and complaints. These typically involve job duties and job descriptions, performance standards, relations with co- workers, relations with supervisors and managers. Supervisors are responsible for being familiar with the options available and making referrals to employees.

Discipline and Dismiss Employees

Address performance problems through corrective action and dismissal. Human Resources provide extension support and guidance to managers and supervisors in any disciplinary or dismissal action. Supervisors are responsible for documenting performance and keeping written records of performance problems.

Training

All managers should familiarize their employees on policy for Title IX, Americans with Disabilities Act, Worker’s Compensation, etc. as well as scheduled OMG training for development.

Additional responsibilities of managers include such activities as developing your staff, mentoring, and providing career coaching; motivating your staff, individually and as a group; understanding and supporting diversity; and establishing an effective team.

Qualifications

BA/BS Degree with previous management and industry experience

Knowledge of strategic planning, business management, human capital and business finance

Strong communication skills including partnering with clients, negotiating, problem solving, and change management Ability to coach and mentor staff and become a trusted influence on both employees and clients

Must have strong emotional intelligence with a focused drive and ability for conceptual thinking Must be strong in technology and systems thinking

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Sedentary work that primarily involves sitting/standing.
• Remaining in a stationary position, often standing, or sitting for prolonged periods.
• Light work that includes moving objects up to 20 pounds.
• Manual dexterity required for operating office phones, computers, copy machines, etc.
• Moving about to accomplish tasks or moving from one worksite to another.
• Communicating with others to exchange information.
• Repeating motions that may include the wrists, hands and/or fingers.
• Ability to drive a vehicle and travel via air for work as necessary.
• No adverse environmental conditions expected.