Service Management and Quality Manager

Description

Oversees the strategy implementation and operations for the provision of business analytics services to external clients and/or to internal clients in a shared services environment. This includes developing new insights and understanding of business performance based on data and statistical methods as well as measuring customer satisfaction. Analyzes external market dynamics and other data sources to assess trends and develop actionable insights and recommendations to leadership, via understanding of the business model and the information available for analysis. Uses data, statistical and quantitative analysis, explanatory and predictive modeling, and fact-based management to drive decision making. Manages teams within the area of Business Analytics, focusing on policy and strategy implementation and control rather than development. Typically handles short-term operational/tactical responsibilities. The primary duty of employees in this classification is the management of a customarily recognized department or subdivision, including the supervision of three or more full-time equivalent employees every week. Direction is over a permanent status-continuing function, not a collection of employees assigned to complete a project. Management duties include interviewing, selecting and training of employees; setting and adjusting their rates of pay and hours of work; planning and directing their work; appraising their productivity and efficiency for the purpose of recommending promotions or other changes in their status; handling their complaints and grievances and disciplining them when necessary. Management responsibilities include the authority to hire, fire, or promote assigned employees or make recommendations that are given particular weight. Employees have impact on budgeting, controlling costs, planning, scheduling, and procedural change. Under FLSA, this is the exempt job classification for this title. Incumbents in this position must meet the full criteria for exempt status: salary level, salary basis, and duties tests.