• Works with business leadership to develop, integrate and coordinate business operational plans. Responsible for customer service and delivery of projects and programs for area of responsibility.
• Implements and executes capacity and capability strategies under the guidance of the Regional Operations Manager. Shares operational, customer and market intelligence with the WiSE Regional Operations Manager and other business leaders. Fosters and ensures effective workflow.
• Responsible for staffing and training needs for assigned area to maintain needed capabilities.
• Ensures proper communications with customers to discuss technical and process issues and may negotiate completion dates, and support of customer needs from assigned team.
• Establishes appropriate test programs by reviewing files and applying requirements.
• Provides technical guidance to both team and customer for complex technical issues. Ensures quality and adherence to policies. Manages training to support needed capacity and quality of testing.
• Increases customer loyalty, anticipates customer needs and provides proactive solutions. Gathers, shares and responds to customer feedback. Coaches and mentors’ staff to do the same. For the local office, to meet with key customers to understand activities and needs. Ensuring the Leadership Team is aware of feedback.
• Executes and continuously monitors the operational strategies and action plans for the business.
• Responsible for Revenue, Cost and Margin for area of responsibility as part of the regional plan.
• Ensure there is continuous improvement focus on all areas of their area of responsibility for their local office. As well as supporting regional activities, planning and development of these.
• Manages the performance of direct reports by defining accountabilities, establishing performance objectives, providing feedback and guidance, and ensuring that all policies are understood and adhered to.
• Travel is like to be required to conduct or witness testing, attend industry related events, as well as regional management me.
• Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
• Performs other duties as directed.
