Specialist II
Department:
Agency Operations
Typical Tenure for this Role:
2-3 years
Role Overview
Role Description
The Agency Operations Specialist II consistently meets or exceeds the responsibilities of the prior role, functioning as a true senior resource. This individual is a designated mentor and trainer for junior team members and serves as a go-to resource for management support. Specialists II lead major operational projects and act as the primary internal problem-solver for complex, non-routine agency issues.
Key Skills & Competencies
The focus for this senior role is on leadership, complexity management, and project execution:
Leadership & Team Development:
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Mentor/Trainer: Officially guides and trains junior team members, sharing expertise and best practices.
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Troubleshooting: Expertly resolves all operational issues, serving as the final technical resource before management involvement.
Operational Mastery & Complexity:
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Complex Cases: Mastery in handling the most challenging and non-routine operational transactions, such as those related to agency mergers or acquisitions.
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Compliance Back-up: Functions as a designated backup resource for compliance-related procedures and documentation.
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Routine Cases: Maintains the highest level of proficiency in all standard, routine cases.
Project & Execution Skills:
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Project Implementation: Leads the implementation of operational changes and new agency initiatives.
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Project Management Skills: Possesses strong project management capabilities required to plan, organize, and track complex projects.
KPIs
Performance is measured by timeliness, quality, compliance, and project contribution:
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Service Levels: Meet the required service level turnaround time of 3–5 business days.
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Project Delivery: Create and Meet project deadlines for assigned initiatives.
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Accuracy: Maintain the highest Accuracy of completed cases and transactions.
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Compliance: Consistent adherence to all SOPs and required compliance standards.
Role Development
Learning and Development
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System Mastery: Must be proficient in ADR, Administration of Agent Web, and Salesforce.
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Software Skills: Retains high proficiency with Microsoft Office Suite (Word, Excel, and PowerPoint), including the ability to build tables, sort data, and understand formulas in Excel.
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Project Management Skills: Required completion of training to demonstrate proficiency in Project Management skills.
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Prior Project experience is an advantage.
Guidelines for Promotion into this Role
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Project Leadership: Successfully leads and manages projects, demonstrating effective planning, execution, and monitoring.
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Decision Making: Makes sound decisions based on data analysis, critical thinking, and consideration of broader implications.
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Team Leadership: Shows strong leadership skills in guiding and motivating the team towards achieving departmental and organizational goals.
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Conflict Management: Demonstrates the ability to handle conflicts and challenges effectively while maintaining team cohesion and productivity.