Summary/Objective:

The Operations Manager position oversees all staffing, recruiting, and onsite operations for MAU. The Operations Manager works closely with branch staff to implement strategic client service initiatives, ensure resources are properly allocated, build team cohesion, support/manage onsite management duties, engage and nurture customer relations, and develop effective staffing plans. This position oversees all staff members, processes and operations within the branch.

Essential Functions:

• Regularly communicate with and update customers on account activity and account strategy to ensure and maintain exceptional levels of customer service.
• Hire, terminate, supervise, counsel, evaluate, discipline, coach, and recommend changes in employment with associates, internal staff, and onsite personnel.
• Communicate and enforce company policies and procedures when needed.
• Review and communicate Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs) with team. Maintain ultimate responsibility for recruiting metrics and outcomes.
• Hold team accountable to daily, weekly and monthly standard work requirements, KPIs and OKRs.
• Work with and manage staffing team including but not limited to Staffing Specialists, Recruiting Coordinators, Interviewers, Receptionists, Onsite Leaders, Branch Coordinators and Sr. Staffing Specialists.

• Oversee and manage all branch operational processes including but not limited to the following:
• Budget/P&L Development, Management, and Oversite
• Data entry and integrity
• Applicant Tracking System process adherence, applicant flow management
• Job order management
• Orientation, Interviewing, Pre-screening, Recruiting & Sourcing, Assessing
• Verifying documentation (e.g. proof of education)
• Drug screening, Criminal background processing
• Terminations, Counseling
• Incident investigation processes
• Account management and Client communication management processes
• Audit processes
• Payroll, Invoice and billing, and Vendor management

• Ensure effective operational strategy is being implemented at client site, supporting onsite management teams where they exist and ensuring ample presence by MAU personnel where onsite does not exist.
• Live safety by identifying hazards, correcting harmful conditions, and improving MAU’s safety culture particularly in your division and team.
• Lead staff meetings daily to align team on priorities and responsibilities and objectives for the day.
• Develop and update orientations to consistently orient/on-board new associates to standards established for each customer.
• Working in collaboration with Recruitment Marketing, maintain applicant flow through placement of ads, development of recruiting sources, and analysis of weekly and monthly recruiting source reports.
• Working alongside Business Development, ensure thorough new client discovery and new client onboarding is achieved.
• Assist in preparing proposals and customer service agreements for new accounts and/or renewing accounts.
• Set up new pay and bill rates within the system.
• Attend and participate in client business review meetings to discuss client historical data trends and MAU performance.
• Perform staff performance appraisals, review objectives and key results, KPIs, and overall business effectiveness.
• Communicate and resolve with client any invoice nonpayment issues.
• Prepare operating budget in conjunction with Director and Division VP.
• Attend join and/or participate in various civic and community functions.
• Perform monthly leading and lagging audits on new hire documentation.

Competencies:

• People oriented
• Strong analytical, math, and reasoning abilities
• Communication proficiency and presentation skills
• Flexibility
• Strong Sense of Urgency
• Strong Leadership & Influencing Skills
• Collaboration Skills
• Customer/Client Focus
• High degree of professionalism
• Organizational Skills
• Problem Solving/Analysis
• Project & Time Management
• Strong Decision-Making Skills
• Strategic Thinking
• Teamwork Orientation
• Strong MS Office skills
• Proficient in data analysis
• Confidently/skilled engaging difficult people
• Ability to identify hazards in the workplace

Required Education and Experience:

• 4-year Degree OR, High School Diploma/GED with 8+ years of professional work experience in HR, business management, or Staffing environment
• 2+ years of management/supervisory experience
• Experience working in strategic B2B client facing roles
• Experience with Microsoft Office Suite

Preferred Education and Experience:

• 4-year degree in Management or Human Resources
• 3+ years of professional work experience in HR or Staffing environment
• 10+ years of related experience and/or training
• Senior HR certification (SHRM-SCP or SPHR)
• Staffing industry, manufacturing HR, or production supervisor experience
• Experience working with an applicant tracking system (ATS)
• Root cause analysis training
• Experience with and skilled in data analytics
• Experience with business intelligence software (e.g. DOMO)
• Experience with Applicant Tracking Software (e.g. Bullhorn)