Service Delivery Manager (Home Repair)

Service Delivery Manager

Do you have experience leading teams and fostering a positive team dynamic built on mutual trust and feedback? Are you capable of developing plans, setting goals, and ensuring a high level of service quality within your team? Do you consider yourself to be a problem solver?

This position might be for you!

As Clarifi's newest Service Delivery Manager you would be responsible for overseeing essential program delivery functions through staff training, supervision of client facing staff, and completion of compliance tasks. The Service Delivery Manager operates with the goal of enabling Clarifi’s clients to more easily access our programs and ensuring that our staff deliver exceptional service. By collaborating with both internal and external stakeholders, the Service Delivery Manager makes informed decisions to maximize program impact and continuously improve organizational health. As Service Delivery Manager, you would be responsible for managing the performance and professional development of team members in client facing roles such as Program Navigators, Financial Counselors, Home Repair Advocates. The Service Delivery Manager reports to the Program Manager. To learn more about the different ways Clarifi supports clients, please see https://www.clarifi.org/what-we-do/

Clarifi envisions a world where pathways to financial wellness are accessible to everyone. Our team members are change agents in the communities we serve, each dedicated to empowering individuals to achieve financial resilience and positively impact their communities. We recognize historic inequities and strive to reverse the systemic effects on marginalized communities. We are dedicated to serving the many diverse communities that make up Philadelphia and the Delaware Valley. To learn more about what motivates us please visit https://www.clarifi.org/who-we-are/

At Clarifi, our people are our power, they’re passionate about helping families across the Delaware Valley to reach their financial goals. We are personal finance and housing experts, we are also connectors, helping clients access financial guidance and community organizations to achieve personalized goals. Clarifi believes a strong organization is based on the foundation of diverse groups of team members. We believe deeply in employees not only bringing their whole selves to work each day but also feeling comfortable being their authentic self. Learn more about our team at https://www.clarifi.org/who-we-are/team-members/

Clarifi offers:

• A full-time position with awesome benefits
• Wonderful locations in the Philadelphia region and potential hybrid options
• Monday - Friday schedule with evenings and Saturdays as needed
• Close-knit team that operates efficiently and with energy
• Opportunity to positively impact families in communities we serve

Ideal candidates for this role have:

• 3 years’ experience in customer service, financial support, or any other related field
• Professional experience with leading teams and/or people management
• Professional experience with performance evaluation
• Experience with program design and evaluation preferred
• Bachelor’s degree in any related field preferred
• Fluency in both English and Spanish preferred
• Excellent written and interpersonal communication skills
• Ability to effectively communicate across a wide variety of channels including phone, email, text and chat
• Strong organizational and time management skills including the ability to prioritize deadlines and perform multiple tasks and projects simultaneously with limited supervision
• Outcome driven with a strong client focus
• Capable of working in a fast-paced and collegial environment
• Proficiency with Office 365, client management software and web-based applications is required

Day to Day Tasks:

Supervisorial

• Collaborate with Program Managers in meeting agency mission and goals, including service quality, client satisfaction, appointment targets, clients served, outcomes, and funder requirements
• Supervise staff who directly perform client experience functions, including monitoring attendance, punctuality, schedules, human resource issues, and staff requests
• Establish and communicate clear individual and team goals. Actively promote ownership and accountability towards those goals
• Evaluate and document employee performance through session reviews and file reviews, performance reviews and constructive feedback
• Actively participate in creating a work environment for a team that is encouraging, balanced, and contributes to fulfillment of the aims of both clients and staff

Client Experience

• Use knowledge of all programs to coordinate processes that wrap around client counseling sessions including call answering, intake, counseling, document collection, and client follow up
• Ensure that incoming calls and other channels of communication are managed by staff in a timely and effective manner
• Oversee the processes that collect the client experience following counseling sessions including surveys, outcome documentation and client stories required by development
• Oversee client complaint processes including escalations and resolution of client concerns
• Actively promote process changes that improve client service

Program Support

• Coordinate the training of new staff on technology tools core to service delivery such as the client management or document management system
• Managing the effectiveness and efficiency of client facing team by monitoring and ensuring movement of clients through programs pipeline
• Support program management by diligently fulfilling functions such as reviewing files or trust account management
• Translate data into performance improvement by analyzing volume, backlog, and QA findings to create efficiencies, improve workflows and productivity.
• Identify opportunities to improve processes to create efficiencies and reduce cost of service delivery
• Other duties as assigned

Physical Demands:

There are no special physical demands required by this position. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

The environment for this position is a standard office environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Travel:

Position is based in one or more of Clarifi office locations and may require travel in Southeastern Pennsylvania, Southern New Jersey and Delaware to other Clarifi offices and partner locations within agency’s service area. Candidate must be able and willing to travel to locations within agency’s full service area. Travel may also be required to alternate locations for workshops, and/or seminars.

Clarifi reserves the right to change this description at any time. Clarifi practices the concept of equal employment opportunity with respect to hiring, promotions, transfers, pay, discipline, fringe benefits, and all other terms and conditions of employment. No individual will be discriminated against, and no employment decisions will be made, on the basis of an individual's race, color, national origin, religion, age, gender, gender identity, sexual orientation, protected disability, marital status, familial status, veteran status, height, weight or citizenship.

Clarifi is an equal opportunity employer committed to creating and maintaining a diverse workforce.

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