The individual in this position supervises and brings leadership to the newly created / expanded High Risk Team within Client Relations. This team, as named, proactively identifies and addresses threats to the integrity of a client asset, either from the public sector (communities creating and enforcing new codes with punitive fines for non-compliance) or disasters (natural disasters related to weather or other unforeseen threats) most often falling under the umbrella of FEMA. This department will also have oversight of the FISFS organizational readiness with regards to Disaster Recovery and Business Continuity plans.

• Ensure effective staffing, training, and efficient operations of assigned team
• Evaluate performance of High Risk Code Violation specialists, and FEMA / Disaster Coordinators, and provides coaching and development in support of high achievement of established goals.
• Prepares supervisory review and discusses performance on a regular basis
• Provides developmental opportunities to employees by identifying areas for improvement, employment career aspirations, and available openings.
• Utilizes available rewards and recognition for top performers.
• Controls expenses to maximize efficient team performance and overall departmental profitability.
• May participate in the budgeting process.
• Ensures adherence to and application of organizational policies and systems in meeting company and departmental objectives.
• Participates in developing, implementing and communicating procedures pertinent to the effective and efficient operation of the unit.
• Collaborates with client contacts and FISFS operational units to identify process improvements for the attainment of agreed upon performance standards to meet service level goals.
• Monitors reports and procedures to ensure continuous improvement.
• Provides statistical analysis reports and feedback reports to management.
• Updates and continuously develops knowledge of products, processes, and business trends to provide recommendations that improve the customer experience, employee satisfaction, and corporate performance.
• Acts as conduit between operational units and Client Services leadership
• Participates in identifying service failures and/or customer concerns and recommending solutions.
• Participates in the creation, development, and implementation of staff recognition and incentive programs.
• Identifies areas where the service provided can grow, making the organization more marketable and profitable.
• Develops in-depth knowledge of systems, applications, manual work methods and other supporting technology.
• Stays up-to-date on information and technologies affecting functional areas to increase innovation and ensure compliance.


Experience:
• Qualified candidates will have successful completion of a 2-year degree and three years of experience or equivalent combinat5ion of education and experience
• Prior supervisory experience or demonstrated supervisory leadership skills.
• Demonstrated experience and understanding of performance metrics, staffing and scheduling.
• Have thorough understanding of processes pertinent to the supervision of a team addressing Code Violations, FEMA, and Disaster Recovery issues.
• Demonstrated ability to maintain effective working relationships with all level of the organization.

Qualifications:
• Effective verbal and written communication skills.
• Demonstrated leadership skills, with great attention to detail.
• Strong communication and interpersonal skills.
• Project management ability around business process improvements, change management and systems improvements.
• Strengths in team building, motivation and leadership required.
• Proficient in Microsoft Word, Excel, Outlook, Access.
• Working knowledge of Microsoft applications
• High level of organizational, problem solving, attention to detail and multi-tasking skills are a must
• Bilingual Spanish a plus

EEO/AA Employer 

Please apply directly to our website at www.fidelityinfoservices.com and refer to job # 10986.

Thank you for your interest in FIS!