Job Abstract

Job Title: Operations Manager (Financial Counseling and Tax Consulting)

Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, Zeiders’ employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service. This position is remote and eligible to telework from any location within the United States with occasional evening and weekend work required.

Summary- This is a contingent Opportunity and would begin work upon the contract award

The Operations Manager for Financial Counseling and Tax Consulting (F&T) provides leadership and quality assurance oversight in support of the Military OneSource contract. As a member of the contract management team, the Operations Manager F&T is responsible for management of Financial Counseling and Tax Consulting services and directly leads the Operations Supervisor team. This position also assists the Program Manager in providing senior oversight for all contractual requirements in a fast-paced contact center environment.

Essential Duties and Responsibilities:

• Management Support: Ensures operational performance, budget, and other performance standards are met or exceeded for assigned operational areas. Provides information and recommendations to Program Manager regarding contract performance and compliance. Seeks consultation with Program Manager regarding policy exceptions and personnel issues. Assesses program risks and develops risk mitigation strategies.
• Staff Support: Leads and supervises contract Operations Supervisors. Ensures Operations Supervisors have the necessary resources to fulfill their job responsibilities. Provides regular, scheduled supervision and collaboration telephonically or via video chat. Ensures Operations Supervisors are compliant with all company and contract policies, procedures, and SOPs. Works with Operations Supervisors to ensure vacant F&T positions are filled in a timely manner. Consults with Program Manager and works with Operations Supervisors to identify and resolve problems that arise with staffing and program execution.
• Contract Monitoring: Assists in development of weekly/monthly/quarterly contractual reports in conjunction with other team members. In coordination with Program Manager, develops, reviews, and updates contract SOPs in support of the program for the effectiveness and efficiency of operations.
• Administrative Support: Manages and coordinates corporate operations support functions necessary for the timely delivery of services under the contract including Contract Administration, Finance, Human Resources, ISD and Training.
• Quality Control: Assists the Program Manager in providing senior oversight for adherence and compliance to all contractual requirements. Develops and implements contract quality control measures in coordination with Contract Management Team. Works with fellow Operations Manager to ensure operational performance, quality control, budget and other performance standards are met or exceeded and coordinates with Program Manager when issues arise.
• Perform other duties as assigned.

Supervisory Responsibilities

This position manages subordinate supervisors who supervise site based remote employees. The position is responsible for the overall direction, coordination, and evaluation of these activities at their assigned areas of responsibility. Supervisory responsibilities are executed in accordance with Zeiders’ corporate policies and management philosophy. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Required Qualifications:

• A master’s degree in social work, education, psychology, human resources management, or related field.
• Minimum 7 years of experience in social service program administration/management.
• Minimum 7 years of personnel management/staff supervision experience.
• Minimum 3 years of experience with government contracting processes and familiarity with Federal Acquisition Regulations (FAR).
• Experience working in or managing contact center operations.
• Experience managing and leading geographically dispersed teams.
• Experience with and ability to proficiently use Microsoft Office software (Outlook, Word, Excel, PowerPoint).
• Excellent oral/written communication skills.
• Ability to effectively manage multiple priorities and lead change management activities.
• Must be a US Citizen.
• Must pass a pre-employment background check and a NACI (Tier 1) security check,

Preferred Qualifications:

• A national certification as an Accredited Financial Counselor (AFC^®), Chartered Financial Consultant (ChFC^®), or Certified Financial Planner (CFP^®).
• Experience with Federal government-related contracting or business development.
• Knowledge and operational experience with military quality of life, family support programs, and/or behavioral health programs.
• Experience as a military member or military spouse.
• Experience with government program management, design, development, implementation, evaluation, and reporting.
• Experience with quality assurance programs for service delivery contracts.
• Ability to implement sound financial / budget processes.

Other Skills and Abilities:

This position requires access to U.S. Government facilities and systems. U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Ability to work both independently and as part of a team
• Problem Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Physical Demands:

Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses personal computer, telephones, copiers, printers and other office equipment. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Zeiders Enterprises, Inc. is an Equal Opportunity Employer.

Pay Range: $81,000 - $113,000

PLEASE NOTE: The Zeiders pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.