AAIM Employers' Association
  • 27-Jul-2017 to 25-Sep-2017 (CST)
  • Operations
  • St. Louis, MO, USA
  • Full Time

Summary:

The Operations Support Specialist, under the general guidance of the VP HR Services and VP of Training & OD, is responsible for creating and executing an operational framework to ensure timely and effective service delivery. The framework includes processes, tools, and metrics that can be applied within HR Services and Training & OD, and oversight of all components to ensure success.

 

Key processes include tracking resource availability and qualifications, consultant coordination on project startup, delivery and completion, garnering customer feedback, identifying changes in project scope and completion timeframes, ensuring a defined system of customer contact by AAIM staff. 

 

The operational framework feeds accurate financial forecasting and reporting, supports Account Executives and Executive Staff in engaging with members during and after service, ensures customer satisfaction, and identifies opportunities for operational improvement. This role is also accountable for providing coordination and analytical support for services.  This position requires excellent analytical, communication, IT and project management skills.

 

Essential Functions:

  • Builds, implements and manages a framework of tools, process and metrics to ensure timely and effective service delivery for HR Services and Training & OD
  • Ensures that consultant reports meet quality standards prior to customer delivery
  • Ensures appropriate interventions to redirect projects that are off track
  • Identifies systems solutions to enhance service delivery
  • Builds and executes a project tracking approach with appropriate and timely inputs by consultants and customers, and translates to accurate financial forecasting
  • Establishes and ensures consistent customer touch points by AEs and other AAIM staff
  • Coordinates with accounting and provides streamlined information to ensure complete and accurate billing on projects, vendor billing, and consultant payments
  • Develops and reports on operational metrics
  • Answers customer inquiries and concerns regarding service delivery and invoicing
  • Provides back up support for other team members as needed
  • All other duties as assigned

Minimum Qualifications:

  • Bachelor's degree in business or related field required
  • 3 years of professional experience in project management, data analysis, reporting and customer interaction
  • Advanced proficiency in MS Office applications, including advanced Excel skills

 

Knowledge, Skills and Abilities:

  • Ability to create operational processes considering internal and external business impact
  • Strong analytical skills
  • Proven attention to detail and accuracy
  • Excellent organizational skills
  • Experience maintaining multiple projects with high level of quality and productivity
  • Customer service oriented with the ability to work well under pressure
  • Must be a team player with excellent interpersonal skills
  • Must possess strong written and verbal communication skills
  • Must be proficient in Adobe Acrobat and MS Office applications including Excel, Word and PowerPoint and experienced using a variety of software applications and reporting tools
  • Ability to effectively and efficiently deal with vendors, other departments, fellow workers, and general public
  • Effective presentation skills
  • Ability to work with minimal supervision, take initiative and make independent decisions
  • Ability to maintain a high level of confidentiality and accuracy in dealing with financial and customer information

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

AAIM Employers' Association
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