The goal of the Document Administration Manager at Symquest is to meet company standards for responsiveness handling client requests, quality on-time billing, administrative sales support and contract management. This position will be responsible for recruiting, developing, and retaining a cohesive team through the effective implementation of staffing, training, and performance management tools. This person will work closely with the Director of Administration, the Management Team, and Account Executives.

Essential Job Functions

Manage, train and develop Document Administration team

 Establish and implement short and long range departmental goals, objectives, policies and operating procedures

 Assist in developing automated processes to increase productivity and efficiencies across the team

 Oversee the processing of a sales order from keying deal to setting up the client executed lease and maintenance contracts to validate it is done accurately, efficiently and timely.

 Ensure continual maintenance for contract base is completed accurately and by respective deadlines to maintain mutual profitability with clients. This includes annual renewals, rate escalations, invoicing, restructures and cancellations.

 Manage Lease Portfolio by auditing database and the process of uploading service data and receiving reconciled passed through funds. Work with leasing vendors to utilize programs for quarterly promotions

 Sustain a low maintenance contract and equipment credit ratio by maintaining current and building new monthly audit reports. Provide team and individual metrics to drive productivity and accuracy while invoicing.

 Oversee team inbox to assist with prioritization as needed to ensure team members are providing timely responses to internal and external customer requests

 Provide escalated client support as it relates to billing and contract questions/rates/changes

 Work with team to coordinate Third Party / Inter-Territorial deals and manage account reconciliation monthly

 Manage Fleet Implementation process with operations

 Equip Sales with relevant lease/service rate/contract profitability information as needed for account reviews. Provide strategic ideas and data analysis to achieve high levels of customer satisfaction.

 Produce month end reports and ensure month end processes are completed by their respective deadlines

 Provide data to the Sales Directors to drive accountability and loopback with teams

 Represent Document Administration in strategic meetings

 Manage & develop Document Administration team 50%

 Generating reports (metrics, profitability, management & vendor) 20%

 Ensure queues and response times meet company standards 10%

 Work with sales representatives & management to streamline customer experience 10%

 Ensure timely billing and contract set-up for all deals 5%

 Priority setting and workload balance across team 5%

Competencies (Knowledge, Skills and Abilities)

1. Customer Focus

a. Is dedicated to meeting the expectations and requirements of internal and external customers

b. Gets first-hand customer information and uses it for improvements in products and services

c. Acts with customers in mind

d. Establishes and maintains effective relationships with customers and gains their trust and respect

2. Process Management

a. Good at figuring out the processes necessary to get things done

b. Knows how to organize people and activities

c. Understands how to separate and combine tasks into efficient work flow

d. Knows what to measure and how to measure it

e. Can see opportunities for synergy and integration where others can’t

f. Can simplify complex processes

g. Gets more out of fewer resources

3. Business Acumen

a. Knows how businesses work

b. Knowledgeable in current and possible future policies, practices, trends, developments in e-commerce and information affecting his/her business and organization

c. Knows the competition

d. Is aware of how strategies and tactics work in the marketplace

4. Building Effective Teams

a. Blends people into teams when needed

b. Creates strong morale and spirit in his/her team

c. Shares wins and successes

d. Fosters open dialogue

e. Lets people finish and be responsible for their work

f. Defines success in terms of the whole team

g. Creates a feeling of belonging in the team

5. Directing Others

a. Is good at establishing clear directions

b. Sets stretching objectives

c. Distributes the workload appropriately

d. Lays out work in a well-planned and organized manner

e. Maintains two-way dialogue with others on work and results

f. Brings out the best in people

g. Is a clear communicator

6. Motivating Others

a. Creates a climate in which people want to do their best

b. Can motivate many kinds of direct reports and team or project members

c. Can assess each person’s hot button and use it to get the best out of him/her

d. Pushes tasks and decisions down e. Empowers others

f. Invites Input from Each person and shares ownership and visibility

g. Makes each individual feel his/her work is important

h. Is someone people like working for and with

7. Managerial Courage

a. Does not hold back anything that needs to be said

b. Provides current, direct, complete, and “actionable” positive and corrective feedback to others

c. Let’s people know where they stand

d. Faces up to problems on any person or situation (not including direct reports) quickly and directly

e. Is not afraid to take negative action when necessary

8. Organizing a. Can marshal resources (people, funding, material, support) to get things done

b. Can orchestrate multiple activities at once to accomplish a goal

c. Uses resources effectively and efficiently

d. Arranges information and files in a useful manner

9. Problem Solving

a. Uses rigorous logic and methods to solve difficult problems with effective solutions

b. Probes all fruitful sources for answers

c. Can see hidden problems

d. Is excellent at honest analysis

e. Looks beyond the obvious and doesn’t stop at the first answers

10. Managing and Measuring Work

a. Clearly assigns responsibility for tasks and decisions

b. Sets clear objectives and measures

c. Monitors process, progress, and results

d. Designs feedback loops into work

Experience, Educational Reqts and Certifications

 College Degree in Business Administration or related field

 3-5 years in a leadership position

 Excellent PC Skills

 Constantly seeks ways to automate and improve processes

 Strong communication skills