Section 1: Position Summary
The Manager of Operational Support is responsible for leading the tactical execution of quality monitoring, reporting, and analytics for Government Savings Operations (529/ABLE/SFRP). This role supports the Director of Operational Support by ensuring the consistent delivery of accurate reporting, actionable insights, and high-quality operational performance. The Manager will oversee a small, specialized team of analysts focused on reporting, data quality, operational insights and resolution services team.
This role is responsible for executing the operational reporting strategy, including the development, maintenance, and continuous improvement of recurring and as needed reports and insights. The Manager will leverage tools such as Power BI and internal systems, along with AI-enabled capabilities, to reduce manual data preparation, improve data accuracy, and increase automation across reporting processes.
The Manager will play a key role in monitoring performance trends across key performance indicators (KPIs) such as productivity, quality, SLA adherence, and operational effectiveness. This includes identifying data anomalies, highlighting risks, and delivering actionable recommendations to improve performance and reduce manual inefficiencies.
This position will also focus heavily on quality and control oversight and continuous improvement by establishing feedback loops, identifying root causes of errors, and driving improvements that enhance accuracy and reduce reliance on manual data entry processes.
Section 2: Job Functions, Essential Duties and Responsibilities
- Manage the day-to-day execution of operational reporting, including daily, weekly, and monthly deliverables across productivity, quality, SLA, and performance metrics
- Oversee a small team of analysts responsible for reporting, analytics, and data quality support functions
- Ensure accuracy, consistency, and timeliness of all reporting outputs provided to leadership and business partners
- Execute and continuously improve automated reporting solutions using Power BI, internal tools, and AI-enabled capabilities
- Reduce reliance on manual data aggregation by identifying and implementing automation opportunities
- Monitor key performance indicators and identify trends, risks, and opportunities for operational improvement
- Provide clear, data-driven insights and recommendations to the Director and senior stakeholders
- Establish and maintain quality monitoring processes to ensure data accuracy and integrity across reporting
- Develop and maintain feedback loops to communicate performance results, quality issues, and improvement opportunities
- Identify and analyze root causes of data quality issues and partner with operations and technology teams to implement solutions
- Support SLA reporting and ensure accurate tracking and communication of performance
- Collaborate with cross-functional partners to enhance reporting capabilities, data quality, and system functionality
- Assist in forecasting, capacity planning, and analysis through accurate and timely reporting support
- Maintain documentation of reporting processes, methodologies, and controls
- Ensure adherence to policies, procedures, and controls and maintain compliance with regulatory requirements
- Communicate insights, trends, and recommendations in a clear and actionable manner
- Support continuous improvement initiatives focused on reducing manual data entry and improving efficiency
- Responsible for protecting, securing, and proper handling of all confidential data
- Demonstrate organizational values including I-Client Service philosophy and Core Values of People Matter, Quality First and Integrity Always®
- Performs other duties as assigned
Supervision
- Performance management of a small team of analysts
- Provide direction, coaching, and development to team members
- Foster a culture of accountability, data quality, and continuous improvement
- Ensure team adherence to reporting standards, processes, and controls
- Participate in hiring and onboarding of team members
- Partner with leadership to prioritize work and manage team capacity
Section 3: Experience, Skills, Knowledge Requirements
- Bachelor’s Degree
- 5+ years of experience in operations, reporting, analytics, or financial services
- 2+ years of leadership or supervisory experience
- Experience with reporting tools such as Power BI or similar platforms preferred
- Experience with data analysis, reporting automation, and process improvement
- Exposure to AI-enabled tools or advanced analytics capabilities preferred
- Strong analytical, problem-solving, and critical thinking skills
- Experience working with operational KPIs such as productivity, quality, and SLA performance
- Ability to identify trends and translate data into actionable insights
- Strong organizational, communication, and stakeholder management skills
- Ability to operate in a fast-paced environment with multiple priorities
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