The Verifications Manager Role
A Verifications Manager is a person whose day-to-day responsibilities include not just their general work, but also responsibility for guiding a group of employees. The Verifications Manager role is the first step to becoming a dedicated manager.
A Verifications Manager plays a key role in managing a certain group, subgroup or project. The way they perform their duties has a substantial impact on the productivity, culture and success of their team.
Objectives
Objectives are the basic tools that underlie all planning and strategic activities. For verifications, these underpin all tasks, and day to day activities.
• The Verifications Manager is responsible for ensuring the verifications department directly and through the Verification Portfolio Managers meet the following objectives:
• Health and safety and mental wellbeing of the workforce.
• Carrying out and attaining the mission and the goals of the verification’s unit managed.
• Development of a superior workforce & Verification Portfolio Managers.
• Development of the department in respect to productivity, quality and quantity of outputs, as defined in existing KPI’s outlined below, and the continued development of new KPI’s.
• Development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance.
• Personal ongoing self-development and growth as an employee of MVSI.
• Productivity and Capacity Planning.
• Delivering exceptional group customer service to our clients.
• The smooth transition for onboarding and offboarding new starters within the ISMS policy.
• Cover for the Global Verifications General Manager & Verification Portfolio Managers as and when required
Primary Responsibilities
Primary responsibilities are the outcomes the Verifications Manager is directly responsible for. Collaboration up and down the management chain is a typical prerequisite, but ultimate ownership of the successful completion of the Verifications Managers responsibilities rests with the Verifications Manager.
• With the Verification Portfolio Managers and Global Verifications General Manager, plan staffing levels for optimal output, including forward planning.
• Work with the Global Verifications General Manager to recruit, interview, select, hire, and employ an appropriate number of employees.
• Provide oversight and direction to the employees in the operating unit in accordance with the MVSI’s verification policies and procedures, to ensure quality outputs.
• Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.
• Empower employees to take responsibility for their jobs and goals. Delegate responsibility to your Verification Portfolio Managers & Verifiers expect accountability and regular feedback.
• Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, support, and working effectively together to enable each employee and the department to succeed.
• Consciously create a workplace culture that is consistent with MVSI’s guiding principle and core value: “Everyone that touches MVSI must have an awesome experience”. Ensure that there is regular contact with our clients (and your teams) to discuss service improvements.
• Lead employees and support your Verification Portfolio Managers using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.
• Lead employees & support your Verification Portfolio Managers to meet the organization’s expectations for productivity, quality, continuous improvement, and goal accomplishment.
• Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.
• Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, Messaging, and regular interpersonal communication.
Departmental Management
This section describes the day-to-day tasks that are required for successful management of the Verifications Department & Verification Portfolio Managers, as measured by achievement of the defined objectives.
• Plan and implement systems and processes that perform the work and fulfill the mission and the goals of the department efficiently and effectively.
• Work directly with the other divisions of MVSI to develop supporting systems and processes that allow the verifications department and Verification Portfolio Managers, to work efficiently and meet the goals of the department.
• Plan and allocate resources to effectively staff and accomplish the work to meet departmental productivity and quality goals.
• Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output to meet our customer service goals.
• Develop and record KPI’s for each Verification Portfolio Manager and/or verifications team member.
• Mange the performance of the department, your Verification Portfolio Managers and the individuals within, to ensure the KPI’s of the department, and the individuals are met on an ongoing and consistent basis.
• Establish and maintain relevant controls and feedback systems to monitor the operation of the department.
• Review performance data that includes financial, activity reports and spreadsheets, to monitor and measure departmental productivity, goal achievement, customer service and overall effectiveness.
• Manage the preparation and maintenance of reports necessary to carry out the functions of the department. Prepares periodic reports for management and for communication with your Verification Portfolio Managers, as necessary or requested, to track strategic goal accomplishment.
• Communicate regularly with other managers and CEO of MVSI.
• Perform other duties and responsibilities, as assigned.
To perform the Verifications Manager role successfully, the Verifications Manager must perform each essential responsibility satisfactorily. These requirements are representative, but not all-inclusive, of the knowledge, skills, and abilities required to lead in the role of the Verifications Manager. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Core Verifications Manager KPI’s.
These are a subset of the core KPI’s. New KPI’s are developed as the business requires them, and overall meeting and maintaining KPI’s are essential to the successful functioning of the business. These KPI’s will be merged with any additional agreed KPI’s and form your 1-2-1 performance review.
Planning
• Making sure that your teams are fully staffed with no shortfall in FTE for longer than 2 weeks
• Planning & monitoring holiday cover or long-term absences across your teams
• Use trend analysis to monitor business levels so that you are aware of any pending spikes in the volumes of work so we can recruit as and when required in advance
• Deliver any reporting on time each month (normally by the 3rd working day)
Development
• Develop your Verification Portfolio Managers and oversee the development & progression of any new starters in the teams that you manage
• Support your Verification Portfolio Managers and new starters to be fully signed off QA checking and operations within one month of starting
• Manage your own personal development to support your personal growth with MVSI
• Ensure all 1-2-1 reviews are planned and completed with supporting developments plans where required
Customer Service & Quality
• With your Verification Portfolio Managers hit the agreed case closure rate.
• Maintain a monthly QA fail rate of less than 1% (post completion) per team
• Hold regular meetings with our clients to establish where we could improve the customer journey
• Hold regular feedback sessions with your teams to establish where we could improve the customer journey & improve their working experience
• Hold other departments accountable for delivering your service requests (including enhancements and bugs)
Productivity
• With your Verification Portfolio Managers achieve 100% to target for production.
• Understand the reasons for any shortfalls in verifier and team performance.
• Review data analysis to understand any drops in the business or revenue (by region and/or client).
Personal Skills:
• Approachable with a sense of humour, but confident setting boundaries
• Leads young teams with credibility — friendly, not matey
• Handles difficult personalities calmly and constructively
• Sets clear expectations and holds people accountable
• Communicates directly while keeping trust and morale high
