Partnership Management Specialist III

Overview

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person - one identity.

Responsibilities

The West Coast Manager is responsible for the performance and compliance of the company’s Partner Enrollment Center network. This includes leading a team of regionally distributed Partner Advocates that collectively support partners under both Federal and State programs. The West Coast Manager will collaborate with a variety of teams across the organization to help manage, support, and improve efficiencies with our partners, as well as providing analytical reporting. This includes doing research and documenting requirements and later meeting those requirements by working in collaboration with other teams. The West Coast Manager will have a clear understanding of contractual expectations and performance indicators as well as effectively remediating internal and external escalations related to partners. They will be responsible for team communication and objectives by reviewing team tasks for enhancement opportunities and documentation. Successful job performance is measured against targets for implementation and management of functions that improve efficiency, achievement of departmental SLAs and KPI's, contract and program compliance, operational performance, and overall improvement with our partner relationships.

Responsibilities / Essential Job Functions (include but is not limited to):

• Monitor group inboxes to ensure timely, professional and accurate responses as well as track and identify trends for improvement
• Evaluate strategy, development, and ongoing implementation of standard operating procedures to support partners
• Monitor all SLA performance metrics for partners
• Utilize on-site visits, customer feedback, and reports from State and Federal Program Management Offices to assess the quality of service and adherence to policy by partner Enrollment Centers
• Assemble and analyze data for business needs while ensuring data and calculations are accurate
• Examine reports to identify and resolve problems relating to Partner Operational Performance
• Coordinate and host weekly individual and team calls with Partner Advocates with prepared agenda items
• Represent partners from an operational view in daily internal stakeholder meetings
• Present critical analysis reports during internal Partner Operations focused meetings
• Promptly respond to internal and external inquiries and escalations and see through to completion
• Monitor, respond to and initiate escalations relating to technical issues via an internal Teams channel
• Support the use of Salesforce and creation of SOP’s involving the Partner Support Group
• Identify internal and external escalation deficiencies to improve processes
• Develop, modify, maintain and support custom reports for both ad-hoc and ongoing needs
• Effectively communicates with Project and Partner Account Managers regarding operational impacts
• Performs weekly review of projects and performance with potential budget impacts
• Participate in problem-solving activities, lessons learned, and other process improvement tools
• Propose improvement in the processes according to the monitoring level determined for internal KPI’s
• Provide the necessary data to enable continuous improvement actions as needed
• Ensure proper quality procedures are implemented (proper controls, frequency and tools) and monitor results
• Support the maintenance and creation of department procedures and standard work
  
  

Qualifications

Knowledge, Skills, and Abilities:

• Demonstrated leadership experience and the ability to manage activities directly or through direct reports
• Experienced People and Process Manager with excellent soft skills and ability to encourage performance from others. 
• High degree of initiative and independent problem solving
• Outstanding management skills and an ability to work at all levels in the organization.
• Ability to motivate team members to achieve collective goals/standards.
• Ability to read, analyze, and interpret operational data
• High level business acumen
• Must have excellent written and verbal communication skills requiring working knowledge of Microsoft Office Suite products
• Ability to establish and maintain good working relationships with partners, business associates,citizens and employees at all levels of the organization
• Ability to multi-task and balance priorities for multiple simultaneous projects with minimal supervision
• Experience overseeing aspects of operational and project administration including meeting deadlines, communicating effectively and monitoring progress and risks of projects
• Sound administrative skills
• Strong analytical, numerical, and reasoning abilities
• Sound decision-making skills
• Ability to communicate effectively and persuasively via written or oral communication
• High energy, positive, “can-do” team player attitude and ability to work as a member of a virtual team
• Strategic and keen attention to detail
• Demonstrated ability to think strategically
• Ability to work well with others under deadline situations
• A documented history of successfully driving projects to completion
• Strong organizational skills and the ability to demonstrate and follow through on deliverables
  
  

Requirements

• Bachelor’s degree in business or a related field, with a minimum of 5 years related experience, or a combination of education and experience that would enable performance of the full scope of the position.
• Ability to travel as required, with the ability to prepay all travel expenses personally and receive reimbursement
• Must be available during Pacific Time zone business hours and occasionally the Eastern or Central Time zones
• US Citizenship
• Ability to meet/obtain all required security credentials and training requirements to operate propriety software/systems