• Review client scope, guidelines and requirements and communicate to the team for each engagement. • Manage Quality Control analysts and proper feedback loop. • Responsible for production goals for quantity and quality and meeting SLAs. • Communicate internally with the VP of Operations to ensure feedback is incorporated in real time. • Understand and be able to articulate daily/weekly/monthly system and operations processes. • Identifying trends or inconsistencies which can point to potential widespread problems. • Evaluating inquiry problems and ascertaining action steps needed for resolution and effectively communicate to all parties involved. • Ensure regulatory and compliance policies are implemented and followed appropriately. • Set team goals, objectives and define employee performance plans to meet established goals. • Measure progress and provide timely feedback and coaching to develop staff performance and skill levels as appropriate. • Develop and engage with senior management level to ensure team is aligned to support organization objectives, solve complex problems and report status for action items. • Maintain a continuous focus on management reporting in conjunction with input from the Operations Executive. • Manage track and report results against established metrics both individually by business and jointly for the combined businesses. • Maintain and drive improvements in overall client experience. • Create a culture that encourages and rewards timely escalation and resolution of client and non-client impacting issues.