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Business Support Services Manager

Business Support Services Manager

State of OklahomaOklahoma City, OK, US
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Business Support Services Manager

The Business Support Services Manager manages the Business Support Services team and ensures that processes related to driving records efficiently and effectively meet the needs of stakeholders and customers of Service Oklahoma.

Position Responsibilities :

  • Provides daily oversight to Business Support Services, including staff supervision, customer satisfaction, management of records and fulfillment, and establishment of efficient processes and process management.
  • Manages all aspects of driver license record maintenance, including but not limited to, collisions, convictions, financial responsibility, bail bonds, medical certifications, disability placard and records requests.
  • Maintains and ensures the integrity, security, and effective performance of Business Support Services, including data accuracy, process fidelity, and preservation of quality assurance procedures.
  • Complies with all state and federal requirements related to driver license records and provides oversight and reporting for audits, reports and data requests related to these services.
  • Plans, schedules, and prioritizes Business Support Services activities and projects to ensure accomplishment of goals and objectives; reviews the work of assigned staff to ensure the work quality and timely completion of assigned duties and responsibilities.
  • Performs ongoing analyses of business processes related to productivity, quality, costs, and time management to ensure delivery of efficient, customer-focused service.
  • Develops metrics and reports to provide a basis for evaluation of Business Support Services and for program planning.
  • Maintains compliance with agency customer experience standards and service level agreement requirements.
  • Establishes relationships and rapport with stakeholders to provide exceptional service quality and streamlined processes across agency departments.
  • Supervises, mentors, guides and coaches assigned staff.
  • Other duties as assigned.

Knowledge, Skills, & Abilities :

  • Understand key technical and regulatory aspects of Business Support Services and able to adjust to meet metrics and goals.
  • Ability to develop and manage process improvement, including root cause analysis, process mapping, and Plan-Do-Check-Act cycles.
  • Ability to manage and optimize records management and optical character recognition (OCR) systems.

    • Education & Experience :

  • The preferred minimum qualifications for this position are : Bachelor's degree in business or related field; PLUS three (3) years of supervisory experience in process management; OR an equivalent combination or education and experience.

    • Special Requirements :

  • The schedule for this position may vary and require flexibility, including some early or late shifts, weekends, and occasional overtime, based on the needs of the agency.
  • This position is not eligible for telework.
  • This position may require occasional travel. The employee must be willing and able to perform all job-related travel. State vehicles may be available, but reliable transportation may be required for local travel.
  • This position works in a comfortable office setting with a computer for a large percentage of the workday.

    • Equal Opportunity Employment

    The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.

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    Service Support • Oklahoma City, OK, US