• Evaluate operational strategies by conducting needs assessments, capacity planning, and cost/benefit analysis • Perform continuous critique of operational work flows and processes from application received to policy issuance across departments • Establish and monitor productivity, quality of work, and customer service standards • Maintain documentation of processes, procedures and forms • Monitor, manage, and report activity, production output, and trends of the Non-Program AVMA business • Supervise, coach, train, and provide leadership and guidance to the team • Collaborate with IT and other department managers on system enhancements, implementations, etc • Assure timely and accurate processing of check requests, endorsement requests and policy issuance for all AAM and Non-Program business lines • Provide reporting and attend meetings with the AVMA, as needed.