Job Description

Regional Manager

Role Summary:

The Regional Manager manages customer service staff based in multiple locations within a specified geographical territory. The Regional Manager will be a highly visible leader within their employee organizations and ultimately be responsible for ensuring the organization meets and exceeds Service Level Agreements at client locations.

The Regional Manager is usually dedicated to a specific client and may have multiple levels of leadership as direct reports. Indirect reports will consist of but not limited to employees working in Reception/Concierge, Mail/Shipping/Warehousing/Courier Services, Hospitality to Administrative and/or service level roles. From a business perspective, the Regional Manager will assist the National Manager managing P&L, Client relationships at multiple sites, providing solutions to customer concerns and partnering with Human Resources to hire staff and effectively manage their teams.

Key Responsibilities:

• Ensure service delivery excellence for assigned locations
• Client Requests - Manage the receipt, delegation and successful completion of all client requests
• Deadlines - Meet all client and company deadlines
• Resource Management – Ensure all site leadership effectively manage all resources within the operation including people, hardware/software and facilities
• Staffing Levels – Ensure all site leadership have proper coverage per the service level agreement. This includes ensuring floater coverage and the effective partnership with Human Resources to hire any outside staff as needs arise.
• Safety – Ensure Managers/Supervisors maintain a safe working environment for staff on site.
• Track Activity/Performance - Track all client requests using the approved tracking mechanism
• Monthly Reports - Maintain metrics for monthly reporting of KPIs/SLAs
• Vendor Management – Oversee all equipment, supply and messenger vendors to comply with contracts.
• Site Inspections – Regularly visit assigned locations to ensure teams are compliant with all defined SLAs, company and client operating procedures to include, but not limited to safety, health and human resource guidelines.
• Documentation - Document any incidents and inform Client and company immediately.
• Financial Performance.
• Assist National Manager to maintain site P&Ls are at proforma levels or above.
• Consistent execution & all deadlines met for payroll, billing & A/R collection for all locations
• Oversee monthly budget forecasts for various accounts
• Business Development – Help to facilitate growth within existing account sites year-over year
• Client & Employee Engagement
• Maintain Client Satisfaction Index (“CSI”) at or above previous score
• Participate in Monthly and Quarterly Client Business Reviews
• Maintain Employee Satisfaction Index (“ESI”) at or above previous score
• Participate in company sponsored events
• Establish and maintain accountability to National Operations Manager
• Coach, develop and cross train operations team to grow their careers
• Set and communicate to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations
• Develop, appraise and counsel staff to reduce turnover, improve employee satisfaction and increase promotability of staff members
• Maintain consistent documentation monitoring the status of each employee
• Provide annual employee performance evaluations and reviews as directed
• Operational Excellence
• Strict adherence to all policies & procedures
• Serve as a knowledge resource regarding policies and procedures
• Exceed all contractual and client KPIs/SLAs
• Immediately report any personnel, security or data breach incidents to leadership team
• Proactively institute the Governance Model to ensure client satisfaction
• Reports to National Operations Manager
• Manage a defined collection of multiple sites within a national client operation
• Standardize policies and procedures, including statistical monthly reporting and benchmarks
• Drive operational improvements and solution design
• Troubleshoot and resolve all client, site management and site staff issues
• Coordinate, implement and oversee any special projects
• Coordinate and lead vendor partner negotiations
• Manage site financials in terms of hours, gross margin spread, profitability and growth
• Serve as a knowledgeable resource regarding OSHA, EEOC and process for handling complaints
• Manage direct reports including managerial staff
• Assist in the development of training materials and execution of formal training sessions
• Support business development internally and as directed
• Maintain consistent communication with Client and company at all levels

Competencies :

• Results oriented
• Driven by client satisfaction
• Strong integrity, solid business ethics
• Excellent presentation and interpersonal skills
• Excellent written and oral communication skills
• Effective remote management skills
• Expert in customer service skills, professional attitude and appearance
• Good organizational skills
• Ability to maintain confidentiality
• Attention to detail.
• Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information
• Able to convey information and ideas through speech in ways that others will understand
• Able to listen to and understand information and ideas presented through spoken words and sentences
• Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting
• Flexibility in dealing with simultaneous projects

Qualifications:

• Minimum of 7-10+ years of experience in high level relationship building and operational management
• Previous multi-site management experience is highly preferred since the RCSM may oversee employee organizations of 30-50+ employee based in multiple locations
• Program/Project Management experience is a plus
• Proven ability to successfully coach/train/mentor front line Managers and staff
• Ability to build business relationships and interact effectively with “C” level executives
• Solid understanding of selling skills
• Exceptional computer skills
• Industry related experience a plus
• Driven by client satisfaction, with proven track record of diplomacy and ownership
• Strong integrity, solid business ethics
• Strong team approach to account management
• Creative strategic thinking and performance

Physical Demands:

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time
• Ability to lift/push/pull or move 40 lbs. or greater frequently
• Work on a computer/phone for a majority of the day
• Interface live, by video and/or phone with customers
• Able to effectively work both on/off site based on operational needs

Travel:

• Maybe required to travel 25% annually or based on operational needs

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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