Data Processing Manager

ISR Transport; Salem (MA); On-site; USD 70,000 - 90,000; Full time

Job summary

ISR Transport is seeking an experienced people manager to lead a 20‑person part-time citation processing team in Salem, MA. You will guide day‑to‑day management, prioritise workloads, and drive process improvements.

You’ll be hands‑on, monitor performance, coach staff, and ensure SLAs are met while maintaining high accuracy. You’ll collaborate with senior management to scale operations and report on productivity.

Qualifications

• Experience managing or supervising an operational team.
• Experience with rotas, staffing levels and workload allocation.
• Proven ability to motivate teams to meet productivity and quality targets.
• Experience in a high-volume, SLA-driven environment.
• Strong attention to detail and data accuracy.
• Confidential information handling responsibilities.

Responsibilities

• Create and manage staff rotas to cover workload.
• Allocate and reprioritize work to meet SLAs.
• Monitor performance and provide coaching.
• Maintain high accuracy in citation processing.
• Identify errors and take corrective actions.
• Support recruitment, onboarding and training.
• Collaborate with Team Lead to run operations efficiently.
• Produce reports on productivity and SLA performance.
• Step in during busy periods to cover processing.
• Help improve processes as the team grows.

Skills

People management

Rota planning

Performance coaching

High-volume processing

Attention to detail

Confidential handling

MS Office & workflow tools

Tools

Workflow systems

Reporting tools

Microsoft Office

Job description

We are seeking an experienced people manager to take responsibility for a team of 20 part-time citation processing staff and lead the day-to‑day management and process improvement of our client’s citations processing function. You’ll be a visible, hands‑on manager with the ability to organise and motivate a team of diverse individuals, monitoring performance and stepping in when additional support is needed. You’ll make active decisions about prioritisation and allocation of work, as well as identifying and escalating bottlenecks, backlogs or quality issues before they impact programme commitments

Role and Responsibilities

• Create and manage staff rotas, ensuring appropriate coverage based on workload and processing volumes.
• Allocate and reprioritize work throughout the day to ensure deadlines and SLAs are achieved.
• Monitor individual and team performance, providing regular feedback, coaching and support.
• Maintain consistently high standards of accuracy across citation processing and review.
• Identify errors, quality issues and performance trends and take appropriate corrective action.
• Manage absence, performance issues and day-to-day people matters.
• Support the recruitment, onboarding and training of new team members.
• Work closely with the Team Lead and senior management to ensure the processing operation runs efficiently.
• Produce regular reports covering productivity, processing volumes, accuracy and SLA performance.
• Step into citation processing when required during particularly busy periods or capacity gaps.
• Help improve processes and working practices as the team and business continue to grow.

Skills and Experience

• Previous experience managing or supervising an operational team, ideally including part-time or shift-based employees.
• Experience arranging rotas, staffing levels and workload allocation.
• Confident managing performance and motivating people to achieve productivity and quality targets.
• Experience within a high-volume, SLA or target-driven environment.
• Strong attention to detail and an understanding of the importance of accuracy and quality control.
• Comfortable handling confidential or compliance-sensitive information.
• Experience within traffic enforcement, citations, payments, claims, collections, financial processing or another high-volume processing environment would be advantageous.
• Comfortable using workflow systems, reporting tools and Microsoft Office.

working as a Data Processing Manger based in Salem, MA