• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance. • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team, and offer ongoing developmental coaching. • Responsible for selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies. • Act as the main point of contact to all team members asking specific information on products, services, policies, quality, etc., and explain not only how things are done, but why. • Communicate any challenges and updates to the Client Success Manager. • Provide insights on how the team works, analyze the data, identify opportunities and come up with action plans to improve. • Track, manage and review reports to understand the performance of all team members (Attendance, Client KPIs, and any internal Metrics). • Comfortably talk about the numbers during business reviews with the clients or with the Peak Support Leaders. • Send end of day/end of week reports. • Monitor team attendance on a daily basis. • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed. • Create and maximize relationships with client partners. • Create a positive work environment through member engagement; resolve member relation issues in a professional and timely manner. • Participate in cross-functional meetings to review information received from operational support functions - Training, Quality, Analytics, IT, and partner to define action plans that will resolve issues and drive continuous improvement. • Implement best practices and overdeliver for clients, drive consistent performance, evaluate staffing needs, and adjust meet changing requirements. • Update the leadership team on any issues/updates about the accounts. • Ad hoc tasks as required.