Serco Inc.

  • Operations Supervisor

    Work Location
    Operations Management
    Position Type
    Security Clearance
    Clearance Details
    Public Trust
  • Position Description

    Job Description:

    The Operations Supervisor is responsible all deliverables associated with communication, accountability and efficiencies/continuous improvement for the day-to-day operational management of an assigned team. Operations Supervisor also serves as the primary point of contact (POC) for team-specific contract, corporate and personnel matters. Daily tasks include but are not limited to process management, maintaining service level agreements (SLAs), development, coordination, implementation, documentation and evaluation of processes, goals, objectives, policies, procedures, workflows and work standards in order to mitigate risk and issues, as well as identify opportunities. Personnel related responsibilities are handled consistent with a progressive discipline policy and include coaching, mentoring, monitoring and development of each team member to ensure they are capable, engaged contributors and have the tools necessary to support team goals, meet daily deliverables and support overall team success and contractual requirements.

    Essential Functions

    - Maintains and builds relationship of trust and support with client POCs
    Researches and compiles memoranda and other escalations as needed to the client
    - Gathers team specific data to support presentations and reports
    - Provides trend analysis for defined daily, weekly, monthly reporting
    - Coordinates regularly scheduled meetings with the client to ensure oversight and contractual compliance for defined team/workflow(s)
    Daily process management
    - Responsible for maintaining high-level procedures and desk guides, ensuring all procedural changes are identified, defined, approved and captured for real-time and annual updates
    - Prioritizes and allocates team resources to ensure effective service-delivery
    - Identifies and makes recommendations for resource allocation
    - Identifies and mitigates risk to ensure  SLA standards are consistently met or modified; works with contract leadership and client to identify and implement such changes
    - Develops, implements, monitors and documents goals, objectives, policies, procedures, workflows and work standards for the assigned team
    Oversees day-to-day operational success of the team and Task Lead(s) to ensure services and projects are being accomplished efficiently and effectively
    - Responsible  for team personnel administration, including but not limited to timesheet approval, scheduling, PDRs, performance improvement and progressive discipline
    - Provides ongoing guidance and direction to all team members including professional development as needed
    - Evaluates team’s measures of success,  make recommendations on hiring, termination, promotion and discipline;   work with HR and recruiting to effectuate administrative deliverables 
    - Establishes regularly scheduled meetings with team for communication of program information, process changes and procedural updates
    - Coordinates efforts with business process and  systems developers to ensure correct identification and capturing of all requirements
    - Provides support for UTA, smoke testing and regression testing as needed
    - Communicates with detail and skill both orally and in written form to the client, management and other stakeholders
    - Performs a variety of complex tasks requiring oversight
    - Performs other duties of a similar nature or level




    Bachelor’s Degree (6 years relevant progressive supervisory experience may be substituted for a degree)

    Minimum five (5) years relevant supervisory experience. 





    Company Overview

    Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. Military, numerous U.S. Federal Civilian Agencies, the Intelligence Community, the Government of Canada, State and Local Governments, and Commercial Clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco''s people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


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