Shared Services Manager - Hybrid Work Environment

Beacon Mutual is looking for a Shared Services Manager to lead the day-to-day operations of our Shared Services team. In this role, you’ll keep work moving efficiently, ensure consistent and accurate service and coverage, and support a team responsible for key functions like imaging, mail operations, and Utilization Management support.

This role is a good fit for someone who enjoys solving operational challenges, improving how work gets done, and supporting a team’s growth and success. You’ll play an important part in strengthening processes, balancing priorities, and making sure the team delivers reliable, high-quality results.

What You’ll Do

Lead Daily Operations & Quality Assurance

• Oversee and coordinate day-to-day Shared Services workflows to ensure accuracy, quality, and timeliness
• Assign and balance workloads to meet production deadlines and service level expectations
• Conduct regular quality audits and implement improvements to maintain high standards
• Ensure team members are equipped with the tools, training, and support needed for success

Drive Performance & Productivity

• Implement, track, analyze, and report on team and individual performance metrics (productivity, SLAs, efficiency)
• Provide ongoing feedback and conduct performance reviews and development plans
• Deliver actionable insights to improve team output and operational effectiveness

Champion Process Improvement & Innovation

• Identify opportunities to streamline processes and reduce errors
• Partner on implementing new tools, technologies, and workflow enhancements
• Support continuous improvement initiatives aligned with department and organizational goals

Develop & Mentor Talent

• Coach, mentor, and support team members to build skills and improve performance
• Lead onboarding and training efforts to ensure consistency and strong foundational knowledge
• Foster a collaborative, accountable, and growth-oriented team environment

Manage Scheduling & Resource Planning

• Maintain and optimize department schedules, including remote work and time-off planning
• Ensure appropriate staffing levels to meet daily production and service demands

Leadership Responsibilities

• Supervise and support Shared Services staff, including workflow management, task delegation, and performance management
• Conduct regular one-on-one meetings, performance reviews, and quality audits
• Partner to establish clear goals aligned with department and corporate objectives
• Manage timecards, time-off requests, and attendance
• Address performance concerns with professionalism and a focus on development
• Promote a positive, respectful, and team-oriented workplace culture

What Success Looks Like

• Consistently high-quality, error-free work delivered on time
• A productive, engaged, and well-trained team
• Streamlined workflows that improve efficiency and service levels
• Clear performance metrics that drive accountability and growth
• Strong alignment with departmental and organizational goal

What We’re Looking For

• Proven experience in operations, shared services, or administrative leadership
• Strong organizational and workflow management skills
• Ability to analyze data and drive performance improvements
• Excellent communication, coaching, and leadership abilities
• A proactive, solutions-oriented, results driven mindset