Manager, Registration

Job Summary
The Registration Manager provides tactical management of the Shared Service Center (SSC) Registration function and ensures effective delivery of service with a focus on coordination, quality, resource utilization, and efficiency of the local Registration team and support of optimal Service Center operations.

Primary Objectives

• Provide leadership and operational oversight of the Registration team to ensure resources are properly aligned, workloads are balanced, issues are properly addressed, and required service quality is achieved.
• Manage and drive operational excellence, driving improvement against key performance indicators as defined by Service Level Agreements, internal quality and efficiency targets, data integrity and information capture, and reporting.
• Develop synergies between the Registration team and other business units to improve the overall efficiency and effectiveness of the SSC.
• Foster a continuous learning environment through commitment to effective, high quality training and development of new and existing employees.
• Identify and drive process improvement and support a proactive culture of continuous improvement.

Duties and Responsibilities

• Oversee the complex and multifaceted Registration department in support of multiple business units or supervisory teams.
• Respond to both oral and written escalated concerns from internal and external customers.
• Assign and delegate work to team members by managing daily workflow of team, adjusting assignments as needed to cover fluctuations in volume, employee absences, and other changes as they occur.
• Coordinate, collaborate, and monitor the work of various teams involved in order placement, registration, shipment management, and other business process work functions.
• Ensure processes are customer focused and meet customer's requirements.
• Continuously monitor and analyze data entry, documentation, and workload forecasts; adjust schedules, and manage appropriate staffing levels to maximize efficiency and ensure performance of service level agreements (SLAs).
• Ensure that work performed is continuously aligned with written and oral work instructions, process flows, training plans, proper audit controls, capacity models, transactional charges, and service level agreements.
• Provide operational support and guidance to ensure that each team has all of the necessary tools, competencies and training to meet the established service level agreement targets.
• Research and correct discrepancies and act as liaison with internal and external customers to resolve operational and administrative issues.
• Ensure timely and accurate conveyance of information to stakeholders, including service partners, internal, and external customers.
• Identify opportunities for increased efficiency and drive continuous improvement across the Registration function and Shared Service Center operations.
• Maintain ongoing open dialogue with business unit managers to ensure service goals are understood and practiced; communicate and report to business unit managers on a consistent and timely basis.
• Manage issue escalations, day-to-day issue resolution, and development and monitoring of any action plans needed to ensure that service level requirements are met and operational processes are continually improved.
• Prepare and analyze daily, weekly, monthly, individual, and unit productivity reports.
• Prepare and present reports as directed.
• Manage, guide, and develop Registration leadership and team members.
• Other duties as assigned.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Bachelor's degree in Business, Supply Chain Management, Accounting, or related field or equivalent combination of coursework and experience in directly-related field required

Work Experience

• 5+ years of experience with increasing responsibilities in operations management in a similar or related industry, preferably logistics or relocation based required
• 3 years' experience directly supervising staff required

Required Knowledge, Skills and Abilities

• Demonstrated knowledge and strong understanding of Service Center Management standards and practices.
• Excellent quantitative and analytical thinking skills.
• Strong mathematical aptitude with the good working knowledge of accounting transactions.
• Ability to understand, interpret, and apply policies, procedures, and regulations.
• Ability to identify problems, evaluate alternatives, and execute solutions.
• Proven ability to work in a fast paced environment, prioritize projects and deliverables, and interact effectively with cross-functional teams.
• Ability to communicate clearly with excellent verbal, written, and listening skills.
• Demonstrated ability to maintain confidentiality with tact and discretion.
• Excellent customer service skills with the ability to develop effective professional relationships.
• Excellent interpersonal relationship skills with demonstrated ability to lead and motivate others.
• Self-motivated and able to work well as part of a geographically disbursed management team.
• Demonstrated proficiency with Microsoft Office products at the following levels: ? Word, Outlook: Basic level of skill ? Excel: Intermediate level of skill

Preferred Knowledge, Skills and Abilities

• Understanding of military/government contracts and agreements, and required performance metrics
• Knowledge of military terminology and general documentation requirements

Competencies

• Delivers Results Rigorously drives self and others to achieve high levels of individual and organization performance.
• Engages & Inspires Others Leads with energy, self-confidence and understanding in ways that motivate colleagues to achieve more than they thought possible.
• Focuses on the Customer & Market Continuously evaluates what is important to the customer/client and develops products or solutions that exceed expectations.
• Makes Sound Business Decisions Makes timely and well-informed decisions that advance critical priorities, capitalize on new opportunities, and resolve problems.
• Practices our Values Supports and models The Pasha Way; conduct reflects Excellence, Honesty, Integrity, Innovation and Teamwork.

PHYSICAL DEMANDS, WORK ENVIRONMENT, AND TRAVEL
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Hear and speak with sufficient clarity to understand and engage in telephonic information exchange; hear and understand verbal instructions; give and receive information verbally in person or via communication device - Often
• Walk/travel within office environment, crouch/bend to access floor-level storage - Often
• Use hands/fingers to operate office equipment, type/complete data input, write - Often
• Reach with hands, arms; lift, move and manipulate objects weighing up to 20 lbs - Regularly
• Sight sufficient to read instructions, documents, and screen-based information - Often
• Use hands/fingers to manipulate and file documents, folders, small objects - Regularly

Working Environment
This role requires work that may involve the following environmental conditions:

• Corporate office environment

Screening Requirements
Background Checks

Must be fully vaccinated against COVID-19, except as prohibited by law.
The information included in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive or exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.