Qureos Mentor

Asurion

<div>Job Description Summary 
The Senior Manager FSL Operations is responsible for ensuring excellent consumer experience for all Asurion customers and clients across the FSL operations network. The FSL operations networks includes but is not limited to; Same Day Expert Setup, Verizon 5G installations, and New Device Expert Setup. The Senior Manager will analyze business needs and build action plans to meet those needs. The Senior Manager will be responsible for all day-to-day operations of the same day program including tracking performance, ensuring SLAs are met, verify quality, and several other KPIs for their assigned territory forward stocking locations (FSLs). The Senior Manager will fill the role of being the primary professional representative of Asurion to the external entities as well as working cross functional with several internal departments.
PURPOSE AND DESCRIPTION
Preferred Location: Central or Eastern Timezone.
The Senior Manager FSL Operations is responsible for ensuring excellent consumer experience for all Asurion customers and clients across the FSL operations network. The FSL operations networks includes but is not limited to; Same Day Expert Setup, Verizon 5G installations, and New Device Expert Setup. The Senior Manager will analyze business needs and build action plans to meet those needs. The Senior Manager will be responsible for all day-to-day operations of the same day program including tracking performance, ensuring SLAs are met, verify quality, and several other KPIs for their assigned territory forward stocking locations (FSLs). The Senior Manager will fill the role of being the primary professional representative of Asurion to the external entities as well as working cross functional with several internal departments.
ESSENTIAL FUNCTIONS
<ul><li>Responsible for managing a team of FSL managers and the network of FSLs</li><li>
Keep the FSL operations departments within the SLAs and metrics</li><li>
Train and certify FSL managers on all programs</li><li>
Conduct on-site field inspections and Service Center evaluations on a regular scheduled basis.</li><li>
Ensure that our client&rsquo;s customers receive reliable, timely, and consistent high quality of service.</li><li>
Engage in contract negotiations with providers</li><li>
Act as liaison between FSL operations and other Asurion departments</li><li>
Work with TLC Operations for strategic and operational planning/problem solving</li><li>
Create FSL Operations AOP budget for region and programs</li><li>
Work with product and client team on cross functional cost savings and performance initiatives</li><li>
Responsible/participating in various daily/weekly calls discussing; headcount, cost, real estate, pilots, system enhancements, edge case issues, offer rate.</li><li>
Lead FSL Operations ATOC as needed</li><li>
Handle escalations for all FSL operations</li><li>
Responsible for pricing exercises to senior leadership</li><li>
Operational relationship with Customer Solutions to as things change across the FSL network</li><li>
Senior leader relationship with Customer Solutions on metric and program roadmap</li></ul>
OTHER FUNCTIONS<ul><li>
Other duties as assigned</li></ul>
MINIMUM REQUIREMENTS
Skills/knowledge:<ul><li>
Exceptional analytical ability</li><li>
Strong leadership qualities, with the ability to develop and execute a program quickly</li><li>
Requires ability to travel</li><li>
Ability to handle multiple tasks and react quickly to the changing face of the service industry</li><li>
Ability to work with internal and external parties</li><li>
Microsoft Office skills including Word, PowerPoint, Excel</li></ul>
Experience/education:<ul><li>
Business or related College degree</li><li>
5 years minimum experience in service management, or technical experience</li><li>
Previous department/team management</li></ul>
Physical demands: While performing the duties of this job, the employee may spend 4-8 hours per day sitting and working at a computer. May require the need to lift and move boxes of inventory and equipment up to 20 lbs. Ability to receive detailed information through oral communication utilizing a headset.
Work at Home locations (if applicable): Required that employees work in a distraction-free workplace and is ergonomically set to meet the company&rsquo;s standards.
Preferred Location: Central or Eastern Timezone.
Travel: On site visits will be required to FSL locations on a scheduled basis and unscheduled in emergency situations. 15-20%</div>

Senior Manager, FSL Operations

<div>Job Title: Human Resources Business Partner
Department: Corporate
Reports To: Sr. Human Resources Business Partner
FLSA Status: Exempt
ROLE PURPOSE
Reporting to the Sr. Human Resources Business Partner, the Human Resources Business Partner (HRBP) is responsible for consultation to Supply Chain Business Functions, Strategy &amp; Partner Management teams at all levels related to: staffing, performance management, compensation, employee relations, organizational design/development and training, client relationship and project management. The HRBP II will manage Human Resource programs that support business objectives and will help develop strategic direction not only for assigned department/location, but also for enterprise-wide initiatives. This role will have primary responsibility for client groups in Smyrna, TN and may support remote teams as needed.
This role will also be responsible for the creation and maintenance of HR reporting metrics to support the Supply Chain Talent Strategy.
ESSENTIAL DUTIES AND RESPONSIBILITIES<ul><li>Organizational Design, Development &amp; Change Management</li></ul>
o Proactively partners with Organizational Design &amp; Talent Management team (OD&amp;TM) to meet development/training needs of the business and create a development roadmap for the client population
o Drive change in a complex environment, including communicating and coaching for change
o Works with business leaders to develop appropriate organizational structures
o Utilize retention and exit interview data to propose/inform change
o Develops retention/engagement strategies for client population
o Works with internal communications to support function-specific communications efforts, as necessary<ul><li>Client Relationship Management</li></ul>
o Acts as a go-to resource for clients; impacts client decisions through influence and expertise<ul><li>Project Management &amp; Leadership</li></ul>
o Represents the Corporate groups in HR COE planning sessions and initiatives, as assigned
o Manages projects or participates as a team member for selected function-specific or multi-function HR initiatives, as requested/directed<ul><li>Staffing &amp; Talent Management</li></ul>
o Understand the talent capabilities and gaps for the client populations
o Partner with senior leaders to understand and clarify staffing needs and support appropriate talent acquisition strategy
o Partner with Talent Acquisition to manage headcount requests and approval processes<ul><li>Performance Management</li></ul>
o Supports the deployment of the annual performance management process, including goal setting and ratings calibration
o Facilitate calibration meetings and work with managers to develop action plans
o Coach managers on corrective action process to provide guidance and ensure consistency in application<ul><li>Compensation &amp; Incentives</li></ul>
o Partner with Compensation and with business leaders to ensure adequate understanding and execution of rewards processes
o Update/create enhanced rewards programs in alignment with functional goals
o Drive the deployment of the annual rewards process, including merits, bonuses, recognition, and stock option grants<ul><li>Employee Relations</li></ul>
o Address employee relations issues of high complexity, which may include issue resolution, employee and management counselling, and performance improvement, as needed
o Partner with the Employee Relations team, as needed, to address complex issues
o Approve terminations, conduct exit interviews, and handle any other termination processes, as necessary
o Responsible for coordinating reductions-in-force and efficiency exercises, including communication plans, notifications, severance packages, etc.
o Handle personally identifiable information (&ldquo;PII&rdquo;) that pertains to any individual (e.g. employees, job applicants, customers, etc.) in accordance with Asurion&rsquo;s internal Privacy Policy, Information Privacy Standard, and public facing privacy policies.
o Complete any required privacy training.
o Promptly report any known or suspected loss, theft or unauthorized disclosure or use of PII to Global Security &amp; Risk - Privacy Team
QUALIFICATIONS<ul><li>Bachelor&rsquo;s degree in Business Administration, Human Resources, or equivalent business-related degree required</li><li>5+ years of experience in Human Resources</li><li>Strong analytical, project management, initiative and creative problem-solving skills</li><li>Demonstrated independent decision making, critical thinking and high learning agility</li><li>Must be results-driven with the proven ability to multi-task in a fast-paced, deadline driven environment</li><li>Excellent verbal and written communication and presentation skills</li><li>Excellent teamwork and collaboration skills</li><li>Demonstrated ability to analyze data and make decisions in difficult situations</li><li>Solid understand of employee performance measurement principles and experience in a metrics driven environment</li><li>Experience in a Supply Chain, logistics, or manufacturing environment preferred</li><li>Very sound working knowledge of HR principles/practices and all related legal requirements</li><li>Experience handling employee relations issues, coaching and investigations</li><li>Demonstrated record of accomplishments in the practical application of HR initiatives, projects and employee and management consultation</li><li>Proficiency in working with HRIS systems, preferably Workday, as well as MS Excel, Word, PowerPoint, and Outlook</li><li>Must enjoy and thrive at dealing with ambiguity and working in the grey, aligning and bringing clarity</li><li>PHR, SPHR, GPHR preferred</li></ul></div>

HR Business Partner

Join Asurion and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Asurion

ABOUT_COMPANY

Senior Manager, FSL Operations

HR Business Partner