[Hiring] Manager Enrollment Operations @IDEMIA North America

Role Description

• Primary responsibility is management of IDEMIA enrollment agents.
• Ongoing collaboration with Partner Support Group (PSG) in accordance with Standard Operation Procedures (SOP) to ensure all Enrollment Centers meet contractual requirements and deliver a high level of customer service.
• Comprehensive knowledge of the Enrollment business; effective conversing with Enrollment Agents, Customers, and support staff on the status, performance, and reliability of IDEMIA provided solutions; aware of the latest trends in the industry and current with best practices.
• Coaching and Counseling are necessary activities to ensure all team members are equipped to perform at a high level; performance management and periodic feedback keeps team members on track for success; actively promotes talent development through career planning activities.
• Responsible for achieving a superior level of customer satisfaction in the territory assigned.
• Provide regular in-person visits to enrollment center locations, identifying and executing improvements in the appearance and efficiency of enrollment centers.
• Ensure compliant and quality delivery of enrollment services to applicants.
• Drive retail sales targets and quarterly goals.
• Responsible for Employee Performance objectives, including performance evaluations, KPI achievement, and hiring/firing evaluation.
• Maintain an awareness of company policies and always represent IDEMIA’s best interests.

Qualifications

• Intermediate Proficiency in Microsoft Office (i.e. Word, Excel, PowerPoint, Outlook).
• Knowledge of Enrollment Center Operations, Standards, and SOPs.
• Ability to motivate team members to achieve collective goals/standards.
• Ability to communicate effectively and persuasively via written or oral communication channels to all levels of management.
• Ability to prioritize workload accordingly in a fast-paced environment.
• Efficient organizational skills, attention to detail, and the ability to demonstrate and follow through on deliverables.
• Strong work ethic and the ability to adapt in a fast-changing environment; strong attention to detail.
• Ability to work independently.
• Outstanding management skills and an ability to work at all levels in the organization.
• Prior experience working with Recruiting Agencies.
• Experienced People and Process Manager with excellent soft skills and ability to encourage performance from others.

Requirements

• Ability to travel locally for activities such as backfill at local enrollment locations, meetings, classes, and workshops.
• Occasional overnight travel as required; should not exceed 30% of the time.
• Travel by air may be required for initial company training, as well as occasional new program or services training.
• Remote work environment.
• Office environment where the employee may be required to stand, sit, or a combination of both standing and sitting to do the work; some walking, standing, bending, reaching, and carrying of light items such as papers, books, small parts; driving an automobile, etc.
• The work requires light physical effort with frequent lifting and/or moving of materials in the 10-30 pound range and occasional lifting up to 50 pounds; requires manual dexterity and ability to manipulate small objects; may require normal range of hearing and vision to operate machinery.

Benefits

• The US base salary range for this position is $69,000-97,344/yr + bonus + benefits.
• All compensation decisions are made based on the specific facts and circumstances of each hire; the final offer may vary depending on a combination of factors, including a candidate’s skills, qualifications, experience, and geographic location.