Associate Director, Client Operations
hace 21 horas
Mount Royal
Job Description Job Title: Associate Director of Client Operations Reports To: Chief Operating Officer (COO) Department: Operations FLSA Status: Exempt Classification: Full Time Location: Hybrid - Wilmington, DE (3 days in office; 2 days remote. This role requires the individual to be within a commutable distance from the HQ office) Salary Range: $80,000.00 - $90,000.00 annually Who We Are: Talley Management Group, Inc. (Talley), is an employee-owned company who specializes in delivering innovative management solutions that empower associations, non-profits, and professional societies to thrive. We partner with organizations to provide full-service association management and outsourced services. Our tailored approach ensures that our clients achieve their goals, enhance member experiences, and create lasting impact within their industries. What We Do: Founded on a passion for excellence and collaboration, Talley is a leading association management company with decades of experience serving diverse associations. We are a team of dedicated professionals committed to fostering connections, driving growth, and delivering results. Guided by our mission and core values, we strive to be the trusted partner that organizations rely on to navigate challenges and achieve their mission. Position Overview: The Associate Director of Client Operations is responsible for leading and coordinating the administrative, operational, compliance, and technology functions that support both the organization and its client portfolio. This position ensures seamless execution of office operations, vendor management, technology systems oversight, and client service delivery while maintaining compliance with industry and regulatory standards. In addition to operational excellence, this role champions the company’s Employee Ownership culture, fostering engagement and collaboration through committee participation and employee involvement initiatives. The Director will also maintain the organization’s industry certification standards through the AMC Institute, ensuring continued alignment with best practices. This is a hands-on mid-level leadership role requiring strategic insight, exceptional organization, and the ability to manage complex projects and relationships across teams. Key Responsibilities: Office & Administrative Operations: • Oversee day-to-day office operations, ensuring a professional, efficient, and welcoming work environment., • Provide on-site administrative and clerical support to remote and in-office client teams., • Manage mainline phone system and ensure calls are directed appropriately., • Coordinate office maintenance, space needs, and liaise with management company on building issues., • Maintain office supply inventory, approve purchases, and oversee vendor/service provider relationships., • Oversee scheduling, room bookings, and both internal and external meeting logistics for main office along with additional satellite offices., • Coordinate and manage printed materials such as business cards, stationery, and branded items for Company and clients., • Oversee document retention and storage protocols, including coordination of on-site and off-site file storage, retrieval, and secure destruction in accordance with company and client policies., • Maintain oversight of client corporate documentation and registrations., • Coordinate and track client compliance deadlines, including charitable registrations, IRS filings, insurance renewals, and state-level nonprofit requirements., • Manage and maintain centralized compliance calendars, documentation, and renewal schedules., • Support clients with insurance questions, policy renewals, and certificate of insurance (COI) requests., • Partner with insurance brokers to ensure timely renewals and coverage documentation., • Develop, document, and maintain Standard Operating Procedures (SOPs) for compliance processes., • Lead and manage cross-departmental projects involving IT, HR, operations, and corporate initiatives., • Support planning and execution of company meetings, trainings, and events (on-site and virtual)., • Manage the company’s event calendar and coordinate logistics for employee gatherings., • Partner with HR to support onboarding and orientation for new employees and clients, including travel arrangements as needed., • Serve as the primary liaison to the organization’s third-party Managed Service Provider (MSP)., • Oversee IT service delivery, troubleshooting coordination, and technology asset management., • Collaborate with the MSP to ensure data security, network reliability, and proactive system maintenance., • Coordinate office technology needs, equipment renewals, and system access for staff., • Oversee the maintenance, renewal, and compliance of AMC Institute (AMCI) accreditation standards., • Ensure operational and documentation practices meet AMCI requirements., • Ensure employees are aware of and adhering to certification standards., • Lead the preparation and submission of annual certification materials and audits., • Serve as a champion of the Employee Ownership culture, fostering awareness and engagement across the organization., • Oversee and support Employee Ownership committee and initiatives., • Coordinate with Director of HR on employee involvement in ownership education, events, and communications., • Supervise administrative and operations staff or contractors as assigned., • Ensure adherence to company policies and promote a culture of professionalism and accountability., • Exercise discretion and maintain confidentiality in handling sensitive employee, client, and corporate information., • Identify opportunities for process improvement and implement operational efficiencies across client and internal teams. Education Requirements: • Exceptional organizational and multitasking abilities., • Strong interpersonal and communication skills (both written and verbal)., • Demonstrated experience with project management and process improvement., • Proficient in Microsoft Office 365, Teams, and project management tools, • High degree of professionalism, discretion, and confidentiality., • Ability to manage competing priorities and meet deadlines in a dynamic environment., • Strong analytical and problem-solving skills., • Strategic Thinking: Capacity to align operational activities with organizational goals and identify opportunities for process improvement and innovation., • Client Relationship Management: Skilled at building and maintaining strong client relationships, understanding client needs, and serving as a trusted advisor., • Operational Excellence: Expertise in developing and implementing standardized processes, policies, and procedures to ensure consistent service delivery., • Problem-Solving & Decision-Making: Strong analytical skills with ability to assess complex situations, identify root causes, and implement effective solutions., • Communication & Influence: Excellent verbal and written communication skills with ability to effectively engage stakeholders at all levels., • Client Satisfaction: Maintain and achieve strong client satisfaction through exceptional service delivery., • Operational Efficiency: Reduce operational costs through process improvements while maintaining or improving service quality standards., • Process Standardization: Successfully implement standardized SOPs across operations within designated timeframes., • This is a hybrid position requiring approximately 3 days in office per week., • Percentage of travel (inclusive of Talley and client related obligations) - 5%, • This role primarily involves desk-based work using a computer and standard office equipment. Employees must be able to sit or stand (based on preference) for extended periods, type and use a mouse, view a computer screen, and participate in virtual meetings. Occasionally, light lifting of items like laptops, file storage boxes, or small office supplies (up to 25 pounds) may be required. Employees are expected to maintain a comfortable home office setup and adhere to safety guidelines for physical needs, ensuring an efficient and productive work experience., • If travel is required, additional physical requirements include navigating airports, public transportation, and meeting locations, lifting luggage or equipment (up to 50 pounds), sitting or standing for extended periods, and adapting to various environments such as conference centers or client sites., • Health Insurance, including medical (employer paid), dental, and vision, • 401K with Employer Match, • Employee-Ownership Program, • Employer paid Life and AD&D Insurance, • Long-Term Disability, • Flexible Health Spending Account (FSA), • Various voluntary benefit options, • Employee Assistance Program (EAP), • Semi-Monthly Internet Reimbursement, • Flexible Time Off, • Paid Holidays, • Winter Vacation, • Bonus Opportunities, • Professional Development Talley is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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