Job Description
Responsibilities
- Manage the performance of team(s) against all established Client Support benchmarks and metrics
- Taking ownership of case escalations, including all client and internal communication
- Participates in recruiting process as hiring manager, interviewing candidates and participating in the decision‑making process
- Conduct regularly scheduled team and one‑on‑one meetings with direct reports to address analyst issues, provide updates regarding performance, and give direction regarding company and department policies and procedures
- Develop and implement tactical plans for achieving strategic initiatives
- Ability to take ownership of internal projects, initiatives, and client issues and drive them to completion; this may include securing cross‑departmental participation as needed
- Perform monthly case quality audits of direct reports
- Evaluate and provide mid‑year and end‑of‑year performance reviews f...