Director of Operations, Donor Services At Catholic Relief Services

Background:
Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. Our Catholic identity is at the heart of our mission and operations. We welcome as a
part of our staff and as partners people of all faiths and secular traditions who share our values and our commitment to serving those in need.
Job Responsibilities:
Within the Charitable Giving division (CG), the Director of Operations serves as a leader in the Donor Services Department under the leadership of the Sr. Director of Donor Services (DS). The Director of Operations will work with the Sr. Director to oversee all day-to-day operational aspects of the department, assist in setting and evaluating strategic goals and metrics, and will be responsible for the flow of all operational information to staff and DS leadership. The Director will also work
closely with the Director of Integrated Information Services (IIS) to ensure that DS processes are aligned with and support system best practices.
Additionally, the DS Director of Operations will work closely with CG and DS leadership to create and direct operational processes
and procedures that optimize operations and continue the effort to streamline workflow to support staff efficiency. As required, the Director of Operations will also work with staff in other divisions across Catholic Relief Services (CRS) to address business process improvements.
Financial Management:

• Liaise with the Finance division for Charitable Giving on issues relating to revenue coding, tracking, and reporting.
• Oversee yearly audit requests from outside auditors.
• Ensure monthly closing files agree with coding from the Project Insight enterprise financial management system.
• Confirm reporting out of the CG Customer Service Relationship Management (CRM) system.

Operations Management:

• Oversee the day-to-day work of operations in Donor Services in consultation with the Sr. Director.
• Lead integration of efforts among operations, technology,
  and customer service CRS divisions to produce smoother workflow and more cost-effective business processes.
• Consistently review work with others to make any necessary improvements.
• Monitor all items in the Internal Control questionnaire related to Donor Services.
• Responsible for identifying and targeting areas in which operations can be streamlined and optimized.
• Implements policies and procedures that will improve day-to-day operations.
• Communicates and explains new directives, policies, or procedures to managers; for major changes, meets with entire operations staff to explain changes, answer questions, and maintain morale.
• Improves customer service and satisfaction through policy and procedural changes.

Staff Management:

• Provide direction to Managers on schedules, workflow and established priorities.
• Oversee employee productivity (as support to Sr. Director)
  in DS through coordinated efforts with team mangers to create more effective processes, strengthen training, and track overall performance.
• Supervise the hiring, training, coaching, supervision and mentoring of staff. Ensure ongoing professional development and cross-training activities.
• Provide feedback to staff; conduct coaching sessions and performance reviews.
• Develop and implement guidelines for employee evaluations, recruitment and promotion.

Systems Management:

• Design and ensure delivery of holistic training for all aspects of DS tasks and coordinate with the Senior Advisor in the IIS team of Donor Services on training of CRMs.
• Direct development of process and procedures for DS staff across all areas of DS operations including:

1. Remote Deposit system and web-based document-search and electronic archive tool (Merkle Arch-E)
2. Donor Portal (Mind Over Matter)
3. Mail Tracking System

In collaboration with IIS team

1. ClearView Donor Management System (ClearView)
2. Constituent Management System (SalesForce)
3. Peer-to-Peer Fundraising System (DonorDrive)
4. Communication System (EveryAction)
5. Will include processes for any new future systems utilized for DS Operations

Supervisory Responsibilities:

• Senior Donor Services Manager
• Data Integrity Manager
• Business Operations Manager

Key Working Relationships:
INTERNAL: Charitable Giving, M2 and Finance.
EXTERNAL: Call Center, Lockbox and Software vendors
Qualifications:

1. Master’s degree in related field preferred; Bachelor’s required.
2. Minimum 8-10 years of relevant work exp
   erience required with a minimum of 5 years of management experience.
3. 5-7 years of supervisory experience.
4. Strong familiarity with CRM systems.
5. Demonstrated experience using information technology to support business operational needs.
6. Strong leadership, coordination and interpersonal skills.
7. Excellent oral and written communication and analytical skills.
8. Demonstrated experience in adult education and training.

Agency-wide Competencies (for all CRS Staff)
These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

• Integrity
• Continuous Improvement & Innovation
• Builds Relationships
• Develops Talent
• Strategic Mindset
• Accountability & Stewardship

What we offer
CRS offers a comprehensive benefits package including medical, dental, life insurance, vision, generous retirement savings plan and the opportunity to work in a collaborative, mission-driven culture that is committed to improving the lives of the poor throughout the world.
*Our Catholic identity is at the heart of our mission and operations. Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need. Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.
Note: All positions requiring residence or frequent travel outside their home country must undergo and clea
r a pre-employment medical examination.
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br /> CRS’ talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people – especially children and vulnerable adults – to live free from abuse and harm.
*EOE/M/F/D/V –* CRS is an Equal Opportunity Employer. (For all US and International positions)

Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. Our Catholic identity is at the heart of our mission and operations. We welcome as a part of our staff and as partners people of all faiths and secular traditions who share our values and our commitment to serving those in need.