Account Operations Manager

Description

About Morales Group:   

Morales Group is a nationally recognized Indianapolis based MBE staffing company. We draw upon the unique spirit and ability of a globally diverse workforce to enhance our client’s business agility, productivity and competitiveness. We believe we are here for a purpose – building better futures, one story at a time. Being part of our story means making the world better. Learn more: moralesgroup.net 

We want you to be part of our story of building better futures. At Morales Group Staffing we believe in the relentless pursuit of growth and development of all our teammates. We show courage by communicating candidly and sharing bold ideas. We work humbly to create an inclusive and trusting community. And we are relentless in our pursuit of being a light to others.   

The Position:  

The Account Operations Manager serves as a vital link between clients, onsite managers, and Morales Group, Inc. (MGI), fostering seamless communication and collaboration. This role is focused on driving business results by optimizing HR processes, managing a team to deliver exceptional service, and achieving mutual goals of quality and continuous improvement. The Account Operations Manager partners closely with onsite management teams, the Account Executive, operations team, and Regional Operations Manager to provide strong leadership and support. Additionally, they ensure full compliance with client requirements, service expectations, and delivery standards while maintaining a focus on team performance and business outcomes.  

The Duties: 

• Lead, coach and develop on-site management team ensuring they are providing high quality customer service to our external teammates and our client to ensure needs are being met.  

• Overseeing the onsite coverage, PTOs, check-in procedures, and physical onsite presence at client. 

• Coordinate and collaborate with all departments.  

• Execute performance reviews, and regular 1:1s for on-site management team.  

• Provide constructive feedback to team members. 

• Responsible for onboarding and training of new internal on-site teammates. 

• Maintain good client relations by handling all customer service inquiries, concerns, issues, and ensuring consistent quality and within a timely manner.   

• Build meaningful relationships with local leadership at each onsite client site, solve local problems in real time, and coordinate with branch leadership as needed. 

• Work effectively with the ROM and account executive assigned to the client, escalating action items as needed and working collaboratively for solutions. 

• Conduct onsite check ins, be available before and after hours for escorting new starts on client premises. 

• Perform on-site manager duties as needed to cover absences.  

• Regularly conduct Quarterly Business Reviews to ensure consistency and quality of service 

• Ensure on-site management team is properly handling time and attendance issues in accordance with client requirements.  

• Ensure invoice reconciliations and submissions are completed each week.  

• Maintain ATS database for client and teammate placements.  

• Conduct internal audits to ensure compliance with client screening requirements 

• Maintain outstanding communication/working relationships with all departments in the organization 

• Report all hazardous conditions/equipment to his/her manager immediately 

• Fulfill job responsibilities in accordance with the standards set out in the organization’s “Code of Business Conduct”, its policies/procedures, applicable federal/state laws, applicable professional standards, and code of ethics 

• Use independent judgment and discretion on behalf of the organization in the performance of these duties 

• Work cooperatively as a team member with co-workers in all departments of the organization 

• Maintain excellent working relationship with co-workers, clients, and employees 

• Have complete understanding of Morales Group Employee Benefit package and correctly inform employees; engage internal parties as required 

• Stay in direct contact with Client Leadership maintaining outstanding relationships 

• Utilize those relationships for planning, forecasting, and all service-related delivery expectations 

• Perform other duties as assigned 

The Qualities:  

• Must be bilingual in English and Spanish.  

• Proven ability to inspire and motivate team members. 

• Strong decision-making and problem-solving skills. 

• Lead by example and set high standards of performance. 

• Clear and effective communication both written and verbal. 

• Analytical mindset to identify and solve operational challenges. 

• Handle multiple responsibilities and deadlines. 

• Ability to adapt to changing circumstances. 

Morales Group Benefits:   

• Health insurance – Medical, vision, dental and life insurance plans available.  

• Disability Insurance – Short-term and long-term coverage.  

• Paid Baby Bonding Time – because family is important. 

• Competitive PTO (Paid Time Off)  

• 401k Plan - for saving for the future.  

• Professional Development – From our Udemy partnership to monthly workshops to continuing education tuition reimbursement program – we believe in developing our team.  

• A culture of Giving Back – Paid Volunteer Hours  

• Passport Program – we want to keep the team engaged in the culture we have built.  

What we value:  

Be Humble 

Show up with no Ego and serve others. 

Be Courageous 

Be willing to step out for what is right and use your voice. 

Be a light 

Shine bright when there is darkness. 

Be Gritty 

Stay hungry, overcome challenges, produce results 

Morales Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

Qualifications