Operations Supervisor(Remote)

Summary

Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We're here to help clients make smarter decisions with insightful technology, industry expertise and data insights at every stage of their business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we're there. And through it all, we deliver confidence with the right solutions in moments that matter.

Brief Summary

• The Operations Supervisor is responsible for all live production work performed by DFIN Operations and our vendor partners, and directly supervisors the team.
• Using metrics, dashboards, and communication tools, monitor active live work and will directly intervene when situations occur to correct or restore operations.
• Ensure that the team achieves the highest levels of accuracy by managing team activities, coordinating schedules, planning volume, and leading improvements informed by root cause analysis.
• Escalation for Customer Service, Sales, and Operations Teams, and a primary point of contact for management during escalations and outages.
• Lead and innovate continuous improvement through process and technology. Participate in the initiative to automate workflows and operations decisions.
• Leverage and present data to complete daily responsibilities as well as complete projects as assigned.
• Maintains effective communications with Service, customers, sales, and other departments.
• Coach and develop direct reports, as well as self.
• Model and lead the DFIN Principles of Ethical Behavior and DFIN Leadership Behaviors.
• Participate in transformation efforts to implement DFIN's strategy and goals.

Responsibilities

• Directly supervise Team
• Use all system tools available to monitor and track live production work, including CMS, Filemaker, Job Pro, OnePlace, DSP, Power BI and others as needed
• Actively monitor metrics in real time to understand current live production and capacity
• Make decisions in real time relating to production and capacity to adjust operations to ensure business objectives are met
• Analyze historical performance data to identify trends, issue root cause, issue contributing factors, and propose actions plans
• Perform or assist service recovery research and analysis
• In escalation and outage situations, actively communicate to management and stakeholders via email, instant message, or system updates as appropriate
• Summarize live production situations and performance to management
• Provide active feedback on existing system tools to assist in the design and development of new tools to enhance the transparency into live production work
• Provide active feedback on existing processes and procedures to ensure continuous improvement in operations live production
• Participate in cross functional meetings to discuss operations performance and processes and assist in the creation of new processes and procedures
• Perform or assist Service Recovery research and analysis
• Create custom production plans for specialized clients
• Create process documentation, process workflow maps, and training materials
• Train and mentor new Operations Leads

Qualifications

• 3+years experience DFIN experience or 3+years experience in a leadership position
• Bachelor or Associates degree in discipline related to functional work or 3 years of relevant experience directly related to the duties of the job, or demonstrated ability to meet the job requirements through a comparable number of years of work experience.
• Effective communication skills, both verbal and written, to concisely communicate complex issues to stakeholders both internal and external
• Strong functional computer skills in utilizing DFIN proprietary systems and 3rd party software solutions
• Analyze information to generate and apply appropriate solutions learned through experience
• Demonstrated ability to understand performance metrics in Power BI, Excel and/or other data visualization software
• Must be able to actively cover on alternative shifts, holidays, and weekends and provide on-call and weekend coverage as needed
• Must be adaptable to changing environments and willing to drive implementation of new processes and procedures
• Demonstrated ability to work in high pressure and time critical situations
• Ability to follow company policy and understand any rules or regulations governing the work being completed and impact work has on department or company.