The Service Delivery Manager II is responsible for all aspects of the contracted site services for the federal government's Affordable Care Act. In order to achieve these objectives, the Service Delivery Manager II is expected to: enhance customer satisfaction, increase employee engagement, grow existing services through marketing initiatives and customer relationship building and maintain a cost effective and profitable site operation. The Service Delivery Manager II under the guidance of the Service Delivery Manager IV (Site Manager) will be the primary interface between Novitex and its customers for the assigned area of responsibility. Responsibilities include, but are not limited to: Manage the department areas to ensure supporting documents for enrollees related to the federal government's Affordable Care Act via paper or electronic format are verified at a high level of productivity and accuracy including data entry Identify, classify and sort documents Associate all scanned images and hard copies of verification documents with an individual's record in client database Make appropriate annotations in the client database to indicate that new information has been received for record. Communicate with applicants, enrollees, and other relevant individuals to support the efficient processing of documentation. Communication will be conducted through mail, email or limited outbound calling Handle escalated Complex Issue Resolutions from Team to include but not limited to; identify, research, analyze and manage all incoming and outgoing written correspondence related to all complex issues Maintain Resolution Log Perform basic data entry; prepare and maintain detailed records, files, and reports; to type accurately at a speed consistent with work requirements; and to transfer documents from one location to another Lift large boxes of paper for storage or production use if required Update computer records on multiple local databases Responsible for highly time-sensitive and confidential information Oversee the department's quality control and error ratio Select, develop, motivate and maintain a properly staffed department so that all work is processed in accordance with service level agreements Compile, generate and publish reports to ensure internal and external accuracy and productivity Conduct performance appraisals and coach employees for performance and development Provide clients with updated documentation for all processes Develop plans for improving production, quality and efficiency by reviewing work flows, procedures, systems and performance Constantly monitor the workflow and utilize manpower in the most effective manner to ensure satisfaction of all service level commitments and maximization of cost effectiveness Responsible for scheduling any and all vacations, floating holidays and overtime hours Responsible for maintaining equipment, performing software updates and communications; and any changes to current or forthcoming programs to the department Meet critical client expectations and deliver results in a timely manner Identify and create the potential for add-on business by developing a deep understanding of the clients' business strategy and needs Maintain constant internal and external contact with the client areas for system changes to ensure that the department runs efficiently Maintain efficient and accurate updating of customer's accounts and to ensure customer and client satisfaction, these goals are met through example and guidance Manage daily department huddles BUFFER: This is a short term position up to 2 years with potential for extension beyond. This position offers Novitex full time benefit packages excluding severance and long term disability. This position could become a long term position but this is not a promise of employment for any period of time.