Manager, Print Operations Fulfillment

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.Position Summary/ObjectiveThe Manager, Print Operations Fulfillment is responsible for managing a team of Supervisors, Sr. Fulfillment Processors , and Fulfillment Processors across two sites – Dallas, TX and Phoenix, AZ, and overseeing the print and distribution activities. They have oversight of the business to support Customer Operations: Payroll, Tax, Garnishments, Employee Services, COBRA, Finance & Accounting, and internal HR departments. Responsible for allocation of work distribution; delivery and staff adherence to standard operating procedures; and incident reporting resulting in improvements. Also responsible for the oversight of internal administrative departments for incoming and outgoing mail and checks; and support facility services as needed. The Manager, Print Operations Fulfillment reports to the Director of Payroll Operations.Essential Functions/Duties/ResponsibilitiesWork distribution and schedulingEnsure print jobs are occurring and shipped within the customers’ contractual SLA Ensure that the team is processing within the guidelines of the standard operating procedures Monitor tasks to ensure service level agreements and high customer satisfaction levels are being metReport all incidents, including what happened and how. Assess the how and, in coordination with the Fulfillment Support Specialist develop short- and long-term improvements. Perform and document formal customer Root Causes Analysis within the contractual SLA timeline.Point of escalation for customer – manage the timely handling and resolution of customer distribution issuesAdhere to security protocols to safeguard confidential, proprietary, and customer informationEnsure all work due each day has been processed in accordance with each business unit's delivery requirementsContinually assess work products and procedures to ensure accurate and timely processing, and to identify continuous areas of improvementAccountable for all internal daily reporting and completion of work triggers (approval of print jobs, distribution status updates, follow-up with payroll for outlying incomplete jobs, etc.)Work consistently to deliver excellent customer service related to the entire distribution processWork with Fulfillment Operations Manager to ensure all equipment is maintained to a high standard of operation Facilitate special internal requests to applicable OSV departmentsEnsure 5S duties have been completedAssist with special projects as neededSupport disaster recovery and business continuity mitigation plan, and execution against the planManage HR and Performance Appraisals for employees including employee 1:1 training, goal setting, professional development plans, and monthly performance scorecardsWork RequirementsMust be able to lift up to 50 lbsMust be able to stand for extended periodsMust be willing to work outside of standard business hours during year-end processing, and other times as requiredCompetenciesExcellent communication, problem-solving, critical thinking, and customer service skillsFlexible in a changing environmentStrong organizational skills with the ability to multi-task and support multiple customers and businesses effectivelyStrong collaboration skills to work closely with others in a team, supporting collective goalsDetail Oriented with good time management skillsAbility to establish and maintain effective working relationships, internally and externallyEffectively leads multiple projects or initiativesStrong research skillsAssurance in meeting deadlinesEquipment mechanical skillsSupervisory Responsibility Responsibility for entire team nationwide, including supervisory leadershipQualifications And ExperienceBachelor’s degree or applicable work experience3-5 years of leadership experience7-10 years’ experience working in a fulfillment/distribution centerHighly experienced with all Microsoft software programsPreferred SkillsExperience with Pitney Bowes/Bluecrest distribution equipment and softwareExperience with FedEx/UPS and USPS processesYou are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.