Manager Enrollment Operations

Overview

IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent benchmarking for accuracy, fairness and scalability. These exacting standards enable our clients to build safer, fairer societies where people can live, interact, and move about freely. With 4000+ employees around the world and 150+ partners worldwide, we offer more than just a job - we provide a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric based technology. Learn more here.

Responsibilities

US Citizenship Required. Ideal candidates will be located in New Mexico or Texas. 

Essential Job Functions (includes but is not limited to):

• Primary responsibility is management of IDEMIA enrollment agents
• Ongoing collaboration with Partner Support Group (PSG) in accordance with Standard Operation Procedures (SOP) to ensure all Enrollment Centers meet contractual requirements and deliver a high level of customer service.
• Comprehensive knowledge of the Enrollment business. Effective conversing with Enrollment Agents, Customers, and support staff on the status, performance, and reliability of Idemia provided solutions. Aware of the latest trends in the industry, current with best practices.
• Coaching and Counseling are necessary activities to ensure all team members are equipped to perform at a high level. Performance management and periodic feedback keeps team members on track for success. Actively promotes talent development through career planning activities.
• Responsible for achieving a superior level of customer satisfaction in the territory assigned.
• Provide regular in-person visits to enrollment center locations which will include identifying and executing improvements in the appearance and efficiency of enrollment centers
• Ensure compliant and quality delivery of enrollment services to applicants.
• Drive retail sales targets and quarterly goals.
• Responsible for Employee Performance objectives, to include performance evaluations, KPI achievement, and hiring/firing evaluation.
• Maintain an awareness of company policies and always represent IDEMIA’s best interests.

Qualifications

Knowledge, Skills, and Abilities:

• Intermediate Proficiency in Microsoft Office (i.e. Word, Excel, PowerPoint, Outlook)
• Knowledge of Enrollment Center Operations, Standards, and SOPs
• Ability to motivate team members to achieve collective goals/standards
• Ability to communicate effectively and persuasively via written or oral communication channels to all levels of management
• Ability to prioritize workload accordingly in a fast-paced environment
• Efficient organizational skills, attention to detail, and the ability to demonstrate and follow through on deliverables
• Strong work ethic and the ability to adapt in a fast-changing environment, and strong attention to detail
• Ability to work independently
• Outstanding management skills and an ability to work at all levels in the organization
• Prior experience working with Recruiting Agencies
• Experienced People and Process Manager with excellent soft skills and ability to encourage performance from others

Travel Requirement, Working Conditions, and Physical Demands:

Travel requirement, such as:

• Ability to travel locally for activities such as backfill at local enrollment locations, meetings, classes, and workshops.
• Occasional overnight travel as required; should not exceed 30% of the time.
• Travel by air may be required for initial company training, as well as occasional new program or services training.

Working conditions, such as:

• Remote work environment

Physical demands, such as:

• Office environment where the employee may be required to stand, sit, or a combination of both standing and sitting to do the work. Some walking, standing, bending, reaching, and carrying of light items such as papers, books, small parts; driving an automobile, etc.  Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment.

The work requires light physical effort with frequent lifting and/or moving of materials in the 10-30 pound range and occasional lifting up to 50 pounds. Requires manual dexterity and ability to manipulate small objects. May require normal range of hearing and vision to operate machinery.

The US base salary range for this position is $69,000-97,344/yr + bonus + benefits. While it is uncommon for candidates to be hired at or near the top of the pay range, all compensation decisions are made based on the specific facts and circumstances of each hire. The final offer may vary depending on a combination of factors, including a candidate’s skills, qualifications, experience, and geographic location.

Note to third-party recruiters: IDEMIA Public Security does not work with third-party recruiters absent a signed agreement and will treat any resumes submitted without a signed agreement as the property of IDEMIA Public Security. In the event that IDEMIA Public Security hires a candidate who was brought to our attention by a recruiter who does not have a signed agreement, IDEMIA Public Security will not pay any fees to the recruiter as a result of the hire.

US Citizenship Required. Ideal candidates will be located in New Mexico or Texas. Essential Job Functions (includes but is not limited to): - Primary responsibility is management of IDEMIA enrollment agents - Ongoing collaboration with Partner Support Group (PSG) in accordance with Standard Operation Procedures (SOP) to ensure all Enrollment Centers meet contractual requirements and deliver a high level of customer service. - Comprehensive knowledge of the Enrollment business. Effective conversing with Enrollment Agents, Customers, and support staff on the status, performance, and reliability of Idemia provided solutions. Aware of the latest trends in the industry, current with best practices. - Coaching and Counseling are necessary activities to ensure all team members are equipped to perform at a high level. Performance management and periodic feedback keeps team members on track for success. Actively promotes talent development through career planning activities. - Responsible for achieving a superior level of customer satisfaction in the territory assigned. - Provide regular in-person visits to enrollment center locations which will include identifying and executing improvements in the appearance and efficiency of enrollment centers - Ensure compliant and quality delivery of enrollment services to applicants. - Drive retail sales targets and quarterly goals. - Responsible for Employee Performance objectives, to include performance evaluations, KPI achievement, and hiring/firing evaluation. - Maintain an awareness of company policies and always represent IDEMIA’s best interests.