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Administrative Team Lead

Administrative Team Lead

Job Description

Seeking a Team Lead to ensure that all types of new and renewing global membership applications are processed in a professional and accurate manner to meet defined service standards.

 

 

 

This Level III associate will maintain department metrics. Provide detailed statuses to supervisor regarding all team functions.  Work closely with supervisor and team to ensure all service level agreements are met. Support global operations in meeting customers’ needs by providing specialized care for individual accounts, corporate accounts, and other programs. 

 

 

 

Can serve as a lead in prioritizing and addressing workload for team members as well as allocating workload in the absence of the supervisor; may participate on process improvement teams. Serve a subject matter expert for the department, leading processes to ensure effective delivery of results and responding to concerns.  Work with minimal supervision and can be relied upon to consistently apply processes and policy and/or exercise discretion in responding and resolving stakeholder requests.  Generally 2 or more years of service experience in a lead position preferably in a high volume customer service environment.

 

 

About PMI:

Project Management Institute is the world's leading not-for-profit professional membership association for the project, program and portfolio management profession.  Founded in 1969, PMI delivers value for more than 2.9 million professionals working in nearly every country in the world through global advocacy, collaboration, education and research. PMI advances careers, improves organizational success and further matures the profession of project management through its globally recognized standards, certifications, resources, tools academic research, publications, professional development courses, and networking opportunities. As part of the PMI family, Human Systems International (HSI) provides organizational assessment and benchmarking services to leading businesses and government, while ProjectManagement.com and ProjectsAtWork.com create online global communities that deliver more resources, better tools, larger networks and broader perspectives.

Job Requirements

Requirements

  • High school diploma or equivalency; advanced education desirable, preferably in business administration
  • Strong verbal and written communication skills, including
    • Command of the English language in addition to associated rules and styles.
    • Ability to accurately proof read and compile multiple documents
    • Demonstrated ability to prepare data and reports in clear and understandable formats
  • Well-developed interpersonal and customer service skills in various business settings, including:
    • Quickly establish and maintain positive oral and written presence in high volume setting; build and maintain effective relationships
    • Generate solutions to a variety of diverse inquiries in a manner that provide and/or convey positive solutions to customers and improve customer satisfaction and support the Customer Inquiry & Response Process to ensure an effective response from the organization
    • Quickly determine and confirm the content and intent of inquiries and information presented orally or in writing.  Apply clarifying and confirming communications to assist in assessing vague or incomplete information
    • Ability to work independently and as a team player to support team goals
    • Demonstrated ability to handle difficult internal and external customer situations professionally, calmly, and with poise and cultural sensitivity
  • Problem solving ability and attention to detail, including:
    • Able to make well thought out decisions considering all of the aspects of the problem, and formulate plans and actions in response
    • Identifying, checking/cross-checking, and maintaining detailed information for diverse information tracking and reporting
    • Able to complete consistently accurate work within tight time lines without opportunity for multiple revision cycles
    • Proven data entry experience with speed and accuracy, as well as experience successfully performing high volume transactions
  • Proven technical, industry, and association knowledge, including:
    • Stay abreast of current developments and trends in area of Application Processing procedures and policies. Provide feedback and related recommendations as applicable.
    • Proven knowledge of and adherence to organization and departmental policy and procedures
    • Demonstrated business math skills and/or experience with Accounts Receivable or Accounts Payable
    • Experience with sensitive confidential matters and respect for same
    • Computer skills which include Microsoft Office Suite and internet
  • Application Processing Associate – Level III will also support workflow management for the program area, including:
    • Perform specialized financial responsibilities, including assisting with processing bulk payments, processing wires, and issuing invoices for vendors as needed, as well as execution of all financial adjustments (ex. adjustments for errors made in daily processing)
    • Support month-end closing processes for all in-house and web transactions globally, including completion of quality-checks. Ensure proper recognition of monthly revenue through detailed research across multiple organization applications.
    • Ensure effective support for Peer Review and Multi-Rater Assessment (MRA) processes connected with specialized credentials, including the PgMP. Monitor and respond to concerns raised during the process, providing information and understanding around requests and resolving issues as needed. Provide detailed tracking and reporting on progress for the credential and applicants in process.
    • Provide guidance, support, and direction to external vendors and other external stakeholders, including organization relationships, in effectively managing and resolving overall process and performance concerns at a group level.
    • Demonstrate sensitivity and leadership in supporting department performance improvement efforts, both internally and with other groups in the organization
  • Prepare and keep up to date various statistical reports (ex. Staff Performance Report

 

Customer Service & Issue Resolution

  • Respond to consistently high volume of customer inquiries from diverse geographic and cultural areas as needed, both email and telephone, from members, candidates, audited candidates and other relevant stakeholders, in an accurate, timely, complete and professional manner, including detailed research and follow-up as needed.

 

  • Inform department management and Information Technology of any additions, deletions, changes or problems with systems and databases supporting processing activities
  • Assist in the review, recommendation and implementation for improvements and enhancements to departmental programs and services on an ongoing basis.
  • Partner with PMI’s Customer Care department and build an effective relationship regarding contact and workflow to improve responsiveness to external contacts and knowledge transfer on an ongoing basis for improvements and enhancements to departmental programs and services. 
  • Enter and/or update entries to applicant information related to program administration.
  • Sustain up-to-date program area database records and files.  Organize, file and maintain audit information for easy reference and reporting needs, both in the department and for the rest of the organization.

Organization Responsibilities

  • Develop and sustain effective working relationships with PMI staff, members, applicants and other parties as identified in the course of responsibilities
  • Demonstrate knowledge of and adhere to organization and department policy and procedures, as well as all relevant regulatory requirements.
  • Stay abreast of current developments and trends in areas responsibility.  Provide feedback and related recommendations as applicable.
  • Support internal departmental initiatives and other groups as needed. Foster ongoing collaborative dialogue, communications, and results orientation among the department and across other areas within PMI
  • Participate in process and procedure improvements in support of overall role, department, and organization strategies and objectives
  • Backfilling staff in times of volume or vacation

Perform special assignments and handle one-off tasks in a professional and timely manner as directed by department management

 

Benefits

*100% paid employee benefit coverage (medical, dental, vision, and prescription)
*Up to 20 Paid Days Off (Four weeks) per year to start
*+ 10 Paid holidays
*Reimbursements: Tuition, Seminar and Professional Membership Dues

*Employee Assistance Program
*Service Recognition Awards Program
*401k with company match up to 7%

*Professional Development
*Flex time
*Business casual, friendly environment, just to name a few.
ALL BENEFITS ARE EFFECTIVE THE FIRST OF THE MONTH FOLLOWING YOUR HIRE DATE.

Job Snapshot

Employment Type Full-Time
Job Type Admin - Clerical, Banking
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Not for Profit - Charitable
Required Travel Not Specified
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Administrative Team Lead


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