Customer Service Representative

Our Core Values reflect how we manage our work, our relationships, and ourselves. As an employee of the firm, you will live true to our Core Values of people first, being exceptional every day in every way, embracing change, feeling empowered through knowledge, and choosing accountability. Our Core Values are the standards by which we conduct ourselves day in and day out, both internally and externally.

Job Title: Business Services Outsourcing (BSO) Operations Coordinator

The BSO Operations Coordinator provides project management and operational support to Regional Lead Partners and teams in the BSO practice by using and managing administrative resources, systems, procedures, and policies to execute, manage, monitor, and complete regional and office-specific initiatives.

Responsibilities

1. Compiling regional practice financial reports and metrics using firm financial system information.
2. Working with Practice Partners and office leaders to research and investigate financial metric variances and provide insights to the practice partner.
3. Coordinates employee welfare initiatives and the employee recognition program.
4. Coordinates invoicing and reserve management for work in progress as well as accounts receivable support and resolution.
5. Manage and liaise with Management regarding WIP and debtors management.
6. Processes and/or coordinates accounts payable and expense reports.
7. Provides comprehensive operational support of National initiatives and processes.
8. Stays abreast of and prepares comprehensive communication of notable events taking place in the region through various channels.
9. Manage client onboarding administration and processes.
10. Perform review of the client onboarding and contract renewal activities performed by the compliance administration team and coordinate sign off accordingly.
11. Serves as a back-up for client onboarding and contract renewal activities.
12. Assists client-facing team with ensuring compliance in engagement policies and procedures.
13. Assists with monitoring, maintaining, and improving data quality of the various BSO client databases.
14. Coordinates travel arrangements as required.
15. Produces a variety of materials including but not limited to letters, memoranda, interoffice communications, confidential presentations, and reports.
16. Accurately records minutes from meetings and tracks follow-up actions using various software, including word processing, spreadsheets, presentation, and project management software.
17. Schedules and prepares agenda and materials for weekly or monthly management and leadership meetings.
18. Coordinates training and other events as required.
19. Participates in proposal and presentation coordination and processing, including working with the Sales Enablement and Business Development team from planning to production of proposal materials through oral presentation deliverables.
20. Coordinates tasks, by leveraging the administrative portal, offshore operations coordinators, administrative resources, and systems where available.
21. Coordination of our National client performance measures (NPS).
22. Prioritizes and works independently or with minimal supervision.
23. Other duties as required may include but not limited to assisting management with a variety of administrative tasks and project support.

Qualifications

Bachelor's degree or six or more years work experience in a professional services environment, required.

Experience

1. Three or more years of industry-related experience within the professional services industry, required.
2. Experience displaying a high degree of professionalism in dealing with diverse groups of people, including leadership at all levels, required.
3. Experience completing a high volume of tasks and projects with little or no guidance, required.
4. Experience making sound judgment with the appropriate levels of urgency to situations and events that require quick response or turnaround, required.
5. Experience successfully coordinating projects, workstreams, and milestones including tracking, status, and reporting.

Software

Proficient in the use of Windows and Microsoft Office Suite, strong skills required for Word, Excel, PowerPoint, Outlook, SharePoint, Teams, and OneDrive required.

CRM experience preferred.

Experience with Maconomy would be preferred.

Experience with Resource Scheduling tools preferred.