Datamark, Inc.
Outsourcing/Offshoring
BackOfficeManager-Operations
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Back Office Manager - Operations at Datamark, Inc.. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, team management, quality assurance, client relationship management. Lead, supervise, and motivate a team of back-office associates. Provide training, coaching, and performance feedback”
What You'll Achieve.
high levels of productivity and engagement; consistent improvement and skill development; operational efficiency; reduce costs; seamless integration; client satisfaction; meet client requirements and SLAs; cost control; meet operational goals without compromising quality; timely resolutions
Industry & Context.
Problem Solving; Conflict Resolution; Proactively address any issues or challenges related to back office operations; ensuring they are resolved in a timely manner; Handle escalations from team members or clients related to back-office functions and processes
What You'll Do.
and motivate a team of back-office associates
and performance feedback
Manage staffing levels and schedules
and implement process improvements
Monitor and track performance metrics
Oversee and ensure adherence to established quality standards and operational processes
Conduct regular audits and reviews
Prepare and present regular reports on back office operations
Maintain accurate documentation of operational procedures
Address client concerns
ensure timely resolutions
and contribute to maintaining client satisfaction
Address escalated issues
Monitor the back-office budget
Manage operational expenditures
Ensure optimal utilization of resources
Proactively address any issues or challenges related to back office operations
Handle escalations from team members or clients
How You'll Work.
Team & Collaboration
Work closely with other departments to understand requirements and ensure seamless integration between back office and front office teams; Work with front-office teams to address client concerns; Work closely with other departments (e. g. , HR, IT, Finance) to ensure the smooth operation of BPO services and to streamline internal workflows
Communication Scope
present regular reports
Full Job Description
**Requirements** Back Office Manager - Operations **Key Responsibilities:** 1. **Team Management & Leadership:** * Lead, supervise, and motivate a team of back-office associates, ensuring high levels of productivity and engagement. * Provide training, coaching, and performance feedback to ensure consistent improvement and skill development. * Manage staffing levels and schedules to ensure the back office is adequately resourced at all times. 2. **Process Optimization & Efficiency:** * Identify, recommend, and implement process improvements to enhance operational efficiency and reduce costs. * Work closely with other departments to understand requirements and ensure seamless integration between back office and front office teams. * Monitor and track performance metrics to identify opportunities for process enhancements. 3. **Quality Assurance & Compliance:** * Oversee and ensure adherence to established quality standards and operational processes. * Conduct regular audits and reviews of back-office tasks to ensure that services are delivered in line with client expectations and contractual agreements. * Ensure compliance with company policies, industry regulations, and data privacy standards. 4. **Operational Reporting & Documentation:** * Prepare and present regular reports on back office operations, including performance metrics, service delivery, and process improvements. * Maintain accurate documentation of operational procedures, policies, and protocols. 5. **Client Relationship & Support:** * Work with front-office teams to address client concerns, ensure timely resolutions, and contribute to maintaining client satisfaction. * Address escalated issues, and ensure that all back-office operations meet client requirements and SLAs (Service Level Agreements). 6. **Budget & Resource Management:** * Monitor the back-office budget, identify areas for cost control, and manage operational expenditures. * Ensure optimal utilization of resources to meet operational goals
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