Regional Operations Manager - Business Process Outsourcing

This is a fantastic opportunity to apply your knowledge of facilities management and business services as Regional Operations Manager with IST Management. The Regional Operations Manager maintains and grows existing accounts and manages Operations Managers, Site Managers and Site Supervisors at various locations including, but not limited to, mail, copy, fax and other administrative services mainly in the St. Louis MO region and surrounding area, will take ownership of client communication and relationships, including off-site at networking and entertainment functions, and will follow through on our commitments to excellent service for our clients and upward mobility for our talented employees. Ideal candidates will enjoy variety in their work and leading others to succeed. Candidates must have significant experience managing multiple people-based office services and facilities management accounts for multiple customers. Prior legal account management experience highly preferred.

Schedule and Location

The Regional Operations Manager role is a full time, salaried position, operating Monday - Friday during regular business hours. The Regional Operations Manager will travel to and visit client sites in the St. Louis region as necessary to maintain client relationships and operations needs, and will perform other related work remotely. While most sites are centralized around STL, position territory also includes Overland Park, KS, DeSoto, KS and O'Fallon, IL.

The Regional Operations Manager must be flexible for coverage on-site as needed, as well as for networking and entertainment functions with employees and clients' off-site - including occasional evenings and weekends. The Regional Operations Manager must have access to reliable transportation, including to sites not along public transportation routes. 

Compensation

While the compensation for this position is dependent upon the candidate’s experience and qualifications, the approximate salary for this position will be $120,000.00 - $130,000.00+.

IST Management offers full benefits options, including medical insurance, dental, vision, short and long term disability, life, 401K, paid time off, 7 paid holidays, pet insurance and bonus incentives. 

Who We Are

In business since 1997 with over 1,800 employees, IST Management is a business process outsourcing company with operations in over 38 cities across the U.S. We provide a range of services including e-Discovery processing and hosting, court reporting, collections/forensics, managed review, and managed services. IST Management is a Relativity Certified Provider. We also provide a full range of facilities management and office services.

We’ve been recognized as one of the fastest-growing companies in the U.S. as a winner of the Nation’s Best & Brightest Companies to Work For, as well as the HR Professional Excellence Award from the Society for Human Resource Management. We are proud to belong to the Military Spouse Employment Partnership through our nation’s Department of Defense and have committed to Hiring Our Heroes’ mission to hire 100,000 active and former service members. IST Management has also been included in the INC 5000 list!

You can check out istmanagement.com for more info on us!

The Regional Operations Manager maintains and grows existing accounts and manages Operations Managers, Site Managers and Site Supervisors at various locations including, but not limited to, mail, copy, fax and other administrative services in the St. Louis and surrounding region, will take ownership of client communication and relationships, including off-site at networking and entertainment functions, and will follow through on our commitments to excellent service for our clients and upward mobility for our talented employees. Other responsibilities include:

Essential Job Functions:

1. Maintain effective written and oral communications with clients, employees and the operations team
2. Assist Regional Vice President and National Account Manager by going on joint appointments to meet with existing and potential clients
3. Prioritize work and deploy staff as required to ensure client needs are met in regards to on-time delivery of services and quality of work
4. Manage recruitment
5. Manage contract renewals and amendments
6. Ensure all work standards are met on a consistent basis
7. Manage contract labor compliance and control labor expenses
8. Ensure that Site Supervisors and Site Managers accurately prepare and distribute management reports in a timely manner
9. Ensure productivity maximization through the efficient use of standard operating procedures
10. Develop new procedures to improve site operations and lower costs
11. Manage, train and coach Site Supervisors and Site Managers by developing work environments that promote high motivations and client satisfaction
12. Ensure the safe and proper use of equipment by all employees
13. Work with Human Resources Department in conducting investigations and addressing employee conflicts
14. Participate in weekly Operations Conference Call
15. Conduct monthly site audits to ensure compliance with company procedures and protocols
16. Ensure all sites close out correctly each month in order to ensure proper client billing

Non-Essential Job Functions:

1. Assist Implementation Managers with implementing new accounts
2. Delegate operations management; ensure management of sites temporarily in absence of Site Supervisor or Site Manager

Candidates must have significant experience managing multiple people-based office services and facilities management accounts for multiple customers. Prior legal account management experience highly preferred. Other qualifications include:

1. Computer savvy and digital literacy - including advanced knowledge of Microsoft Office suite
2. Excellent communication skills, verbal and written
3. Knowledge of supervisory techniques to manage, motivate and train employees; must have ability to multi-task, manage multiple accounts, and establish priorities
4. Must have attention to detail and ability to critically think through and resolve problems
5. A valid driver’s license and/or access to reliable transportation, including to sites not along public transportation routes
6. Ability to lift up to 55 pounds; standing for long periods of time; significant walking
7. High school diploma or GED equivalent is required