Operations Manager - Carey/Deloitte

POSITION SUMMARY:

Oversees and manages all aspects of Carey’s transportation operations on behalf of Deloitte University (DU) in and out of DFW and DAL (Love) airports, as well as ancillary transportation requirements (from and to DU campus) for persons attending DU, including oversight of Transportation Desk Coordinators and Supervisor(s) at DU facility.   Responsibilities include, but are not limited to, management and oversight of the following areas: on-site staff supervision, scheduling of DU Desk Coordinators, dispatchers and chauffeurs, workload distribution, quality control, customer service, and administrative oversight for all operations.  Provides support and direction to the Carey DU team, as a whole.   Responsible for establishing, implementing, and tracking metrics of service delivery.  Responsible to be the face of Carey for DU and report on how that relationship is progressing.  In addition, the person must act as Deloitte University’s advocate within Carey for their operational, financial, and technical needs.  Assist with establishing processes and procedures to service DU operations in a timely and efficient manner, while maintaining the highest level of customer service. Works closely with Carey Dallas subsidiary operations and management, as necessary.

PRINCIPAL DUTIES, RESPONSIBILITIES, AND EXPECTATIONS:

• Assists with maintaining Carey’s overall relationship with Deloitte University, and reporting on the progress of that relationship. 
• Acts as Deloitte University’s advocate within Carey focusing on their operational, financial and technical needs.
• Responsible for the coaching and development of the skills and knowledge of all staff assigned to the Deloitte University account in Dallas, working to ensure compliance to procedures and employee job satisfaction.
• Assists Director of Operations with hiring personnel; responsible for oversight of staff scheduling, workload distribution, quality control, customer service and all administrative oversight.
• Assists with managing all aspects of ground transportation at customer site location, and other sites as may be necessary.
• Oversee the reservation process which provides dispatch itineraries to the client as necessary.
• Responsible for effective communication with chauffeurs, greeters and other company staff, to ensure assignments are understood and accomplished as required.
• Communicate operational concerns and potential issues to the Director of Operations, Carey Dallas/DU.
• Ensure all Carey service standards are met or exceeded, and documents any service issues with Service Advisories. 
• Resolve urgent service issues using sound problem solving, tact and diplomacy. 
• Maintain full and complete knowledge of customer requirements, layout and logistics of site location.
• Establishes, implements, and tracks metrics of service delivery.
• Ensures all Company policies and procedures are followed in regard to employee interactions, including Personnel Requisitions. Maintains positive employee morale and employee commitment to Company’s value.  Maintains compliance with all other Company policies.
• Ensures customers are treated with professionalism and are provided with services from Company employees in accordance with agreed upon requirements. 
• Maintains cooperative and collaborative relationships.
• Provides overall management of all aspects of service operations (dispatch, chauffeurs, fleet and greeters), assuring effective and efficient services 24 hours a day, 7 days a week.
• Has direct oversight and management of the Transportation Desk Coordinator(s) and Supervisor(s) stationed at the Deloitte University site.
• Assist with development and implements procedures to achieve higher service levels.  Monitors service quality utilizing service advisory reports and quality assurance reports. 
• Ensures all jobs are accurately closed (EOJ), and priced daily. 
• Maintains an open and continuous line of communication with all personnel under area of responsibility.  Mentors and develops personnel in all aspects of service operations. Conducts weekly supervisor/manager meetings, and quarterly staff meetings.  All meetings to have an agenda and summarized with minutes.
• Maintains compliance with all organization policies and procedures to include Human Capital directives.  Develops a comprehensive understanding of all directives and manuals affecting this position including the Standards Manual, Employee Handbook, Ethics Handbook, T&E Policy and any other directives and guidelines that may become available.

1.  
2. JOB QUALIFICATIONS: 
3. Education:     At least 2 years of college, or equivalent work experience.
4. Experience:   At least 5 years in an operations-related management role with responsibility for supervising staff.
5.  
6. Skills: 

• Must demonstrate strong working knowledge of how to maintain maximum profitability. 
• Must demonstrate a working knowledge of Company financial systems as they relate to office operations, including a working knowledge of how to correctly monitor invoices, invoice corrections, accounts receivable, and accounts payable. 
• Must demonstrate strong math skills 
• Must have a working knowledge of how to monitor productivity of staff 
• Must have a good working knowledge of the Company’s computer applications for operations maintained at the office.
• Must be able to use the Company-standard software for word processing and spreadsheets, etc., as applicable, to generate reports, charts, and graphs.
• Work requires the written communication skill for routine business correspondence.  Must have the ability to edit and proof business correspondence and reports for accuracy and clarity.

1.  
2. Attributes and Characteristics: 

• Maintains the highest ethical standards
• Work requires the ability to deal effectively in a supervisory capacity, using tact, diplomacy and negotiation skills when dealing with staff, colleagues, and customers. 
• Work requires positive, competitive, confident personality with strongly developed multi-tasking skills. 
• Well organized and able to manage the time of self and others in a fast-paced environment.
• Proactive and able to function with little supervision.
• Works well in a cooperative or team environment. 
• Adaptable to changing needs of clients and goals of Company. 

PRIMARY CONTACTS:   

Internal:          Local staff; Corporate staff; COO/SVP

External:           Customers; DU on-site management organization staff; vendors, etc. 

WORKING CONDITIONS:

General Working Conditions:  The office-working environment is generally favorable. Standard office equipment is available. Requirement for extended workdays to meet work demands.  Outdoor work environment on occasion.  Must be willing to work holidays, nights and weekends as necessary.  Will drive between different work site locations for supervision of staff.

Physical Requirements:  While in the office, work will generally be using computer for reading screen and keying. Frequent use of telephone.  Frequent walking and driving between worksite locations.