The Business Process Manager accomplishes department objectives by managing staff; planning and evaluating department activities for the Facilities Service Center and the Material Support Shop. This position will be involved in the day-to-day operations of service requests, work tasks, purchasing and billing interfaces. The ability to lead their team to complete tasks and meet the designed service level agreement is essential. In addition, the Business Process Manager will serve as backup to the Director, Business Process.
The ideal candidate will have experience in maintaining policies and process workflow, data analytics, warehouse inventory and customer service. The candidate will be proactive, forward-thinking individual with a positive outlook in a diverse work culture.

This position is exempt and benefits-eligible, and the salary range is from $45,370 to $60,070.

Essential Functions

• Supervises the day-to-day operations of the unit

• Provides orientation and training to lower level representatives

• Responsible for hiring and retaining staff, career coaching, personal development for direct reports and accountable for the performance of employees

• Determines methods and procedures on new assignments

• Handles the highest level of escalated and unresolved calls

• Analyzes and resolves complex issues and provides alternative solutions as necessary

• Administers and educates others on the supported program, providing information and updates to policies and procedures, improving overall customer satisfaction in the process

• Determines whether disputed issues have been handled appropriately through substantial knowledge of internal policies and procedures

• Works closely with others in department to identify / correct problems and make recommendations to remedy problems

• Performs other duties as assigned

Additional Functions & Responsibilitie s

• Serve as back up to Director, Business Process. This position is an Essential Personnel during weather emergencies and year-end activities

Required Qualifications

• Associates Degree

• 4 years supervisory experience in call-center, customer service, inventory warehousing or another closely related role

Skills Required

• Excellent leadership skills, including strong decision making, problem solving and manage conflict

• Experience working with an Integrated Workplace Management System (TRIRIGA, FAMIS) or ERP system (Peoplesoft, Oracle), including managing inventory, assets and financial charges.

• Must be proficient in Microsoft Excel, including pivot tables and vlookup, Zoom, Google Email, Google Drive,

• Demonstrated ability to make sound business decisions using good business judgment and innovative and creative problem-solving

• Excellent interpersonal and communications skills with the ability to cultivate professional and business partnerships

• Demonstrated ability to perform duties with a high level of professionalism, flexibility, discretion, judgment, diplomacy, and tact

Preferences

• Experience developing and implementing business systems, structures, and processes

• Experience collaborating with department teams to analyze data, develop best practices, create new report requests and/or trouble shoot systems issues.

• Experience working for a value, mission, or service-driven organization

Essential Personnel

This position is considered essential during a campus emergency. The incumbent in this position is expected to support campus during emergency situations, and, may be required to provide related essential services remotely or on site before, during or after a campus emergency.

Rice University HR / Benefits website
https://knowledgecafe.rice.edu/benefits

Rice University is an Equal Opportunity Employer with commitment to diversity at all levels, and considers for employment qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national or ethnic origin, genetic information, disability or protected veteran status.

Current Rice University COVID policies, which include vaccination, face mask, testing, gatherings, occupancy limits, and travel policies can be found here: https://coronavirus.rice.edu/policies