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Essential Functions/Core Responsibilities ? Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed ? Maximize revenue generation to reach long and short term financial projects ? Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements ? Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) ? Create and maximize relationships with client partners ? Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance ? Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching ? Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner ? Participate in cross functional meetings to review information received from operational support functions - Training, Quality, WFM, Security, HR, TA.- and partner to define action plans that resolve issues and drive continuous improvement ? Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements ? Attend business reviews with the client ? Handle a team of team leaders