PSG Manager

Job Summary:

The PSG Manager ensures that the clients of the Tempe office receive outstanding customer service in accordance with client service order agreements and ACB policies and procedures. The position oversees all matters related to customer service, claim processing and data delivery, while ensuring that the division staff functions at the highest performance level possible. The position also supports and participates in company efforts for client retention and satisfaction, new sales, and company profitability.

Supervisory Responsibilities:

• Directly manages the following positions
  • Supervisors: Manages all Tempe PSG account departments. Monitor timeliness, quality, and accuracy of claim processing and customer service.

Duties/Responsibilities:

• Establish and maintain client relationships to ensure client and ACB goals, objectives, and needs are being met. Participate in all on-site client meetings and visit clients off-site when necessary.
• Review and maintain pre-determined, acceptable claim processing and customer service performance. This encompasses quality control, turnaround requirements, staffing, service levels and cost vs. revenue ratios.
• Manage and motivate supervisory staff to meet company objectives.
• Meet with supervisory staff on regular basis to establish goals and conduct follow-up. Complete and conduct scheduled performance appraisals with supervisory staff and make salary increase recommendations.
• Work with General Manager and Human Resources to maintain adequate staffing levels and to ensure divisional staff is following company policies and procedures.
• Facilitate and implement on-going training of division staff and supervisors to maintain and increase performance levels and to improve customer service.
• Work directly with IT staff to develop new reports, processes and tools as defined by clients and internal demands.
• Facilitate needs assessment meetings for transitioning new accounts. Maintain or delegate ownership of project plans that require follow up of open items assigned to responsible ACB and client parties.
• Ensure supervisors address disciplinary and/or performance problems according to company policy. Provide assistance and/or guidance in conjunction with HR as needed.
• Respond to and resolve employee relation issues expressed by team members. Create and maintain a high-quality work environment so team members are motivated to perform at their highest level and to continue working for the company. Evaluate, identify and address reasons for employee turnover within work groups.
• Work with Sales staff and Account Management to ensure client needs are being met, while ensuring that ACB is adequately compensated for services provided. This includes reviewing all pricing requests from Sales, providing division labor costs and assisting in the establishment of the necessary return rate.
• Attend presentations, meetings, and conference calls with Sales/Account Management when necessary. Conduct presentations and provide applicable sales support as required. Provide possible sales leads from the PSG Division to Sales personnel.
• Provide initial forecast of labor and billing for PSG Division.
• Review all service orders and revisions prior to release to determine that client needs are being met and that ACB is adequately compensated for products and services provided. Provide vendor cost and PSG expense forecasting for clients upon request. Ensure that appropriate staff members understand all service requirements.
• Review and recommend salary compensation of PSG staff associated with hiring decisions, scheduled appraisals, and staff promotions. Work with General Manager and Human Resource Manager to review compensation of staff for appraisals, hiring, promotions, etc.
• Review all staff appraisals with department supervisors to ensure consistency, quality, performance, and staff advancement issues are addressed.
• Answer all questions from billing department to complete monthly invoicing. Answer all billing questions from clients. Review all time and material and top account worksheets prior to release.
• As applicable, review all audits and quality checks performed by Quality Control. Oversee all projects performed by Quality Control and implement changes as necessary based on recommendations.

Internal and External Relationships:

• Internal: This position reports directly to the General Manager. The position interacts with Human Resources, Office Manager, IT Manager, Sales/Marketing and Account Management, Client Onboarding/Project Management, Corporate staff and personnel from other ACB offices when necessary.
• External: The position has relationships with and meets with most clients. This includes interfacing with various client personnel; including sales, operations, marketing, finance, IT and third-party client vendors. The position also maintains relationships with ACB's vendors such as ACB's bank and other financial institutions as determined by client requirements. The position may have contact with client customers, agencies and other media and may serve as account manager on specific accounts.

Required Skills/Abilities:

• Excellent managerial and supervisory skills.
• Extensive knowledge of operations and production management.
• Skilled in the use of Microsoft Office Products, including Outlook, Word, Excel, and PowerPoint.
• Ability to communicate effectively orally and in writing and to establish and maintain cooperative working relationships.
• Strong leadership and written and verbal communication skills.
• Ability to make formal presentations to management and client audiences.
• Presentation skills.
• Strong understanding of how performance measures impact return and make process and staff adjustments accordingly.
• Monitor account profitability, service orders, revisions, and ensures all billable items are accounted for and invoiced. The General Manager determines most financial decisions.

Education and Experience:

• 4-year College Degree or equivalent experience.
• Minimum of 3-5 years of demonstrated leadership and management experience in a customer service or production environment. Prior experience with ACB or the cooperative advertising industry preferable.
• Minimum of 5 years of experience in supervising others, including hiring, motivating, counseling, and terminating experience.
• 5 years of leadership experience in a customer service or production environment. Prior ACB or the cooperative advertising industry preferable.

Current Openings for PSG Manager Jobs at The Advertising Checking Bureau, Inc.