Job description

SERVPRO's 2022 Franchise of the Year, Team Wall is looking for our next great hero!

Who are we? Feel free to check us out: https://www.instagram.com/servproteamwall/?hl=en

Job Summary:
The Mitigation Administrative Manager will be responsible for ensuring all administrative processes and duties specific to mitigation leads and jobs are taking place in a timely, efficient, and quality manner by the Project Analysts in each local SERVPRO Team Wall office.

The Mitigation Administrative Manager will also be responsible for making sure estimates are completed in a timely, thorough, and optimized manner so as to best represent SERVPRO Team Wall and the work completed by production teams. The Mitigation Administrative Manager will conduct daily reviews of estimates to optimize, but also instruct and grow the Project Analysts estimating skill set. The Mitigation Administrative Manager will be responsible for leading, coaching, and growing the knowledge, skills, and career growth of the Project Analysts. The KPM results of the Project Analysts will be a key performance indicator showing the effectiveness and success of the Mitigation Administrative Manager.

Strong leadership and communication skills will be needed to succeed in this role. Travel to each SERVPRO Team Wall office once a month will be an expected and needed aspect of this role.

Major Duties and Responsibilities

Daily

Monitor the WIP Dashboards

• Assign a Project Analyst to each and every job that hits the ‘Production Work Cycle’ progress status so the Project Analysts can anticipate and plan their workload once jobs progress to the ‘Final Review’ status.

Monitor the Final Review and Billing Dashboards

• Review these dashboards on a daily basis to ensure Project Analysts are able to handle work load and keep office cycle time low.
• Adjust or train as needed if ‘Duration at Current Progress’ elevates to unreasonable levels.

Monitor Workcenter Job Files for Completeness

• Perform key spot checks or audits to ensure job files include all necessary timestamps, documents, correspondence notes, and role assignments that are needed for the progress status where the job file lies in the process.

Monitor Mitigation Lead/Job Progresses

• Keep a good thumb on where mitigation leads/jobs should be categorized for progress status and make sure the WC job file is appropriately marked.

WIP Meetings

• Attend morning WIP meetings to keep up to date with actively produced jobs and the roles the Mitigation Administrative Manager’s direct reports have within them.

Estimate Review

• Work with the Quality Control Analyst closely to understand educational needs by Project Analysts to increase their estimate writing skills and knowledge.
• Perform regular ‘second tier’ reviews as spot checks to the Quality Control Analyst to ensure their estimate writing knowledge is being kept sharp and strong.

TPA Documentation

• Mitigation Administrative Manager completes and/or reviews timestamps and documentation the Project Analyst is responsible for all TPA jobs.

NAPA and CAPA

• The Mitigation Administrative Manager is responsible for keeping up to date on all NAPA and CAPA programs their local offices are participating in. They should be making sure the Project Analysts and Quality Control Analyst are fully trained on the guidelines and regulations and regularly putting them into practice through accurate estimates and uploads resulting in high Audit Scores.

Production Crew Documentation Compliance

• Review the weekly production scorecards and work with the Operations Manager and Production Managers to help troubleshoot, train, and proactively create complete, accurate, and thorough production documentation for each job file.

Billing Accuracy and Quality

• Monitor both Workcenter and key QBO reports to ensure that billing is being completed on all produced work and that the invoice creation is being done according to process and resulting in a thorough and quality product.

Compliance

• Ensure process controls are being adhered to so as to protect the company from financial hardship, low quality customer service, and/or legal liability.

Organization

• It is the responsibility of the Mitigation Administrative Manager to stay organized and up to date on the Team Wall Standard Operating Processes, as well as departmental progress and updates.

Technology

• Ensure all team members understand the applications they need to utilize on a daily basis to a level of mastery.
• Ensure all systems are operational and reach out to appropriate parties to troubleshoot on behalf of the team if not.

High Standard of Customer Service

• Monitor communication with customers and internal team members to ensure the Project Analysts and Quality Control Analyst are providing a high level of customer service, positive attitude, and acting as a force multiplier to their peers and team members.

Weekly

A/R Meeting with Accounting Team

• Attend weekly A/R meetings to review aged mitigation invoices, ensure invoices were created in the correct manner, and delivered to the correct party.
• Make sure all efforts have been made to collect on invoices distributed in the most efficient amount of time possible.

Bi-Weekly One-on-One Meetings – Direct Reports

• Conduct bi-weekly meetings with all direct reports (Project Analysts and Quality Control Analyst). These meetings should be scheduled via Outlook as a standing/repeating meeting with an agenda attached.
• An element of education, coaching, career development, troubleshooting, project updates, and guidance should all be involved in these meetings.

Bi-Weekly One-on-One Meetings – Direct Leader

• Participate in bi-weekly meetings with direct leader (Administrative Manager). Come to meeting prepared for the agenda set, decisions you need help with, and items where you need support from your leader.

Administrative Scorecard

• The Mitigation Administrative Manager should review the Administrative Scorecard as it comes out each Thursday afternoon to ensure the Team Wall SOP’s are being followed correctly and monitor KPM performance.

Project Analyst/Quality Control Analyst Scorecards

• The Mitigation Administrative Manager should compile these each week for distribution.
• These scorecards should be reviewed in bi-weekly one on ones to identify strengths, weaknesses, and identify action plans to improve performance.

TPA Scorecard Compilation

• Work in tandem with the Construction Administrative Manager to update the Weekly TPA Scorecard and distribute to each local office.
• The data compiled should not solely be observatory but include suggestions and action points to improve week over week performance.

Education

• Time should be set aside every week for consistent and intentional learning. Whether it be through SERVPRO U courses, time spent learning applications to a level of mastery, or time on production job sites. There should always be a portion of the week devoted to bettering industry, company, technology, and career knowledge.

Monthly:

In Person Office Visits

• The Mitigation Administrative Manager should make monthly visits to each office.
• One of the bi-weekly one on one sessions for the month should occur during this in-person visit and the Mitigation Administrative Manager should make time to meet with the Vice President of Operations for a touch base.

Monthly Group Meetings

• The Project Analysts and Quality Control Analyst should gather on a monthly basis for a group meeting. Education, company updates, team building, and cross training with other members of the company should be priorities in this meeting each month.

Monthly Administrative Management Meeting

• The Mitigation Administrative Manager should participate in a monthly Administrative management meeting with the Intake Lead, Construction Administrative Manager, and the Administrative Manager to make sure all departmental efforts are being carried out effectively, company updates are distributed and discussed, education is conducted, troubleshooting and task management addressed, leadership skills are developed, and team building takes place. Leadership development should always be included in these meetings.

Monthly Team Wall Management Meetings

• It is the responsibility of the Mitigation Administrative Manager to prepare notes and talking points for monthly Team Wall meetings, including departmental updates, progress, data points, and staffing updates/needs.

Bi-Weekly Payroll Review and Approvals

• Review and approve payroll for all direct reports during payroll weeks (occurs every other Wednesday morning). Approve or deny PTO requests of direct reports in a timely manner.

As Needed:

Departmental Staffing

• The Mitigation Administrative Manager will ensure that the department is adequately staffed and trained.

Ad Hoc Projects

• The Mitigation Administrative Manager may be asked to participate or prepare ad hoc projects in efforts to grow the effectiveness and efficiency of their department and company.

Training

• The Mitigation Administrative Manager may be asked to participate in or attend training sessions either on or off site.

Employee Training

• As the leader of the Mitigation Project Analysts and Quality Control Analyst team, the Mitigation Administrative Manager is responsible for all training of new and existing employees.
• Training includes: Team Wall organizational structure, process flow, applications/programs used for project analyst job functions, TPA/NAPA/CAPA timestamps and documentation, employee payroll responsibilities, and other necessary information used on a regular basis by the Project Analyst team.

Employee Performance Review Meetings

• The Mitigation Administrative Manager is responsible for completing mid-year and end-of-year review documents and meetings with their direct reports.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• What are your salary expectations? (Please provide a range)

Experience:

• Restoration: 2 years (Preferred)
• Mitigation: 2 years (Required)

Work Location: One location

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