GENERAL SERVICES MANAGER Resume Chicago, IL - Hire IT People

SUMMARY:

Operational Leadership/Enterprise Management Expert/Process Revitalization/
Demonstrated success leading a wide range of critical enterprise operations, projects, and teams. Refined skill for identifying opportunities to continuously improve key processes and drive meaningful company - wide growth. Engaging leadership style with proven talent for cultivating a culture that encourages and consistently empowers . Exceptional ability to comprehensively manage vital customer and vendor relationships. Proven capacity to generate substantial improvements in productivity.
Operations Management
Continuous Process Improvement
Strategic Leadership
Financial Management
and Onboarding
Project Management
Team Management
Customer Relationship Management
Change Management
Business Outsourcing
Vendor Management
Procedure Development

PROFESSIONAL EXPERIENCE:

GENERAL SERVICES MANAGER

Confidential - Chicago, IL

Responsibilities:

Planned and monitored daily staffing schedules and adjusted accordingly to ensure adequate staffing levels that support operational demands and business objectives
Managed ten (10) ten local and remote Administrative Assistants to support C-Suite Executive business partners.
Implemented a new feedback mechanism with senior leaders to ensure balanced feedback on the admin team.
Spearheaded and successfully implemented Employee Engagement activities that boosted staff retention by 20%, employee morale and satisfaction to a new best.
Kept abreast of emerging technology changes and innovations through formal or informal study, reading business and professional publications, networking and participation in professional organizations.
Built collaborative relationships with vendors and IT teams to ensure the delivery of optimal business processes and systems.
Personally coached, trained and mentored direct subordinates and provided career development opportunities through and quality management activities.

SERVICES OPERATIONS MANAGER

Confidential - Lisle, IL

Responsibilities:

Proven track record in the successful implementation of outsourcing processes and vendor management for India, Europe and the Philippines.
Created and maintained outsourcing SOP’s, aligned outsourcing workflows and scheduled with other stakeholders.
Monitored key performance indicators and provided group goals, status, issues and risks reports to management related to outsourcing.
Maintained 100% of all Service Level Agreements. Scored above average on all Customer Satisfactions surveys.
Implemented new staff processes, incentive programs, and career advancement initiatives to identify, coach, and support high performers & management trainees.
Developed roadmap for the on-boarding of new managers and employees to Claims Organization

SERVICES OPERATIONS MANAGER

Confidential - Chicago, IL

Responsibilities:

Managed a seven person project team in charge of performing variance analysis of billed/book premiums and reported findings to senior management.
Interacted with Underwriters (customers), and ensured that their requirements were studied, impacts known and solutions implemented.
Incorporated processing of new European account resulting in $3mm in new business premium.
Implemented new business prospect letters resulting in $233K in new business premium.
Implemented automation to reduce paper files by nearly 50%.
Provided End to End, Operational Review, Quality and Time service reports to upper management, to gauge and track.