About This Role
An Operations Coordinator helps to actively manage the flow of work through a fast-paced, high-volume document processing operation that supports government clients with critical receivables processing and the handling of sensitive documents. You will work closely with a team of peers, leveraging detailed process knowledge to keep work moving, identify and resolve problems, support employees, and respond to changing operational needs throughout the shift. This is a physically active, highly interactive role that combines workflow coordination, operational analysis, problem-solving, teamwork, and employee support.
Responsibilities
- Own assigned POD(s) for the shift, including opening the area, assigning work to operators, and ensuring staff and supplies are in place at the start of each shift
- Monitor the flow and volume of work across assigned processes throughout the shift, maintaining awareness of workload, staffing, priorities, and potential constraints
- Anticipate bottlenecks and take action before they significantly affect the operation; reassign resources as needed when work slows or accumulates
- Balance immediate demands with downstream impact, recognizing how decisions in one part of the process may affect another
- Manage the Batching, Scanning, and Dispatch processes within assigned POD(s), ensuring each function is appropriately staffed and operating without interruption
- Monitor productivity and quality across all POD members, providing timely feedback and guidance to address concerns as they arise
- Ensure priority items — including Fee Issue work, intercepts, rejects, and customer service items — are actioned and completed by end of shift
- Periodically check specialty and support areas (mailroom, intercept, and assigned functions) to confirm staffing, SOP adherence, and volume is on track
- Review work and identify errors, inconsistencies, missing information, or unusual situations that do not fit the expected process
- Investigate issues to understand what occurred, determine the appropriate next step, and resolve routine problems within your scope of responsibility
- Compare completed work against established procedures, requirements, and controls; escalate situations involving additional risk or operational impact appropriately
- Identify recurring errors or patterns that may indicate a broader process, knowledge, or workflow issue — looking beyond the immediate problem to understand why it occurred
- Maintain a strong understanding of MCA Controls, including what is being monitored, how it is monitored, and why it matters; reinforce a strong controls culture within the team
- Ensure audit-related documents are handled and secured appropriately; adhere to and enforce the Clean Desk Policy
- Escalate capacity, staffing, system, quality, or process concerns — including technical issues with robots, computers, and printers — before they become larger operational problems
