Senior Manager, Business Process Optimization

Scott & Associates, PC is a well-established, multi-state legal recoveries firm. Since our founding in 2000, we’ve grown into a leading force in debt recovery, providing trusted and comprehensive legal solutions for financial institutions nationwide

Our teams are driven, collaborative, and committed to delivering results, and we’re looking for a Senior Manager, Business Process Optimization who shares that mindset.

Position Summary 

The Senior Manager, Business Process Optimization, is the main interface between the Firm and vendor-managed service providers. The Senior Manager, Business Process Optimization, facilitates the engagement of external service providers, provides oversight on active processes, stimulates the evolution of processes and procedures, further develops capacity and production tools, and manages to the Firm's budget. 

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Evaluate gaps in utilization of vendor-managed service providers to meet Firm and/or department goals and provide path for engagement. 
• Facilitates Process Implementation across the Firm. Assists in process education, procedure refinement, SOP review, proof of concept testing and KPI approval.  
• Provides oversight of all active vendor-managed service provider processes. 
  1. Ensures incomplete work (aka “skips”) are appropriate and handled by relative teams, monitors flow of files ensuring timing, volume and accuracy expectations met. 
  2. Ensures quality control measures handled by vendor-managed service providers are accurate and reflect the confidence internally in each process.
• Stimulate evolution of processes and procedures to maximize automation, reduce inefficiency, and control costs. 
  1. Facilitate improvement to FM processes. 
  2. Test KPIs
  3. Implement UIPath and other Robotic Processes 
• Assist in validation and maintenance of department capacity tools
  1. Assess variances within departments & facilitate re-evaluation or modification of tool components.
  2. Partner with senior managers under direction of EVP on modifications to FTE assigned to departments in total stateside and via vendor managed service providers. 
• Monitor costs associated with vendor-managed service provider services and assist in management thereof. 
  1. Review & Approval appropriate monthly production proposals 
  2. Montor weekly progress toward approved budgets. 
  3. Review invoice components. 
  4. Work with EVP on budget variances or adjustments. 
• Assist in establishment of employee productivity tools. 
  1. Assist in establishment and validation of employee level productivity tools.
  2. Monitor applicability of established tools and facilitate reassessment as needed. 
• Address concerns raised by vendor-managed service providers. Engage technological or management support as needed to address. 
• All other duties assigned by the EVP. 

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Proficient with MS Office (Word, Outlook, Excel).
• Proficient with legal case management software.
• Ability to operate basic office equipment such as a copy machine, fax machine, printer, scanner, and computer.
• Ability to be self-reliant and able to initiate communication with management. 
• Ability to work collaboratively with staff at all levels of the organization.
• Ability to work with databases and on-line technological platforms.
• Ability to analyze data. 
• Minimum 5 years of experience in a legal office and 5 years of process management experience. 
• Knowledge of legal process, principals, and terminology.
• Ability to be detail-oriented, diligent, and flexible
• Ability to handle conflicting time demands and focus on task completion with little direction or need for supervisory follow-up
• Proficient command of the English language in both oral and written format
• Ability to work and maintain patience with diversified individuals of various ethnic backgrounds and professional competencies
• Ability to maintain confidentiality in a professional manner

Physical Demands and Work Environment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. 

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is frequently required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. 

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.