Title: Case Manager Department: Production Reports To: Associate Director, Case Management Job Type: Permanent Full Time Location: Remote - Candidates based in the US Salary: $81,000 - $86,000 USD Description: WES is seeking a skilled Case Manager to oversee the complete process of delivering academic evaluation reports that assist international students and professionals in attaining their educational and career objectives in the United States and Canada. This role will be part of the Production Operations organization and will be responsible for supervising a team of Case Analysts who deliver the examination, analysis and processing of credentials, authentication of documents, and the preparation of clients' international academic records for evaluation and recognition by WES. Duties included but not limited to:
- Manage, coach, and develop a team of Case Analysts responsible for the review and authentication of documents.
- Help develop and manage process automation with a focus on academic documentation fraud prevention. Implement and manage verification unit for auto-verification countries.
- Ensure appropriate corrective and preventative action plans are defined and implemented to reduce errors and increase quality and efficiency of operations.
- Compile and manage production data metrics, ensuring department can measure / track quality and productivity.
- Focus on process automation optimization by identifying new processes, technology, and applicable software.
- Monitor department work schedules in Production workflow platform and coordinate to distribute work as necessary to maintain optimal workflow and load balancing of applicant files.
- Provide oversight to electronic document management system implementation and document control resources.
- Manage overflow of files.
- Present policy changes and other evaluation-related updates to the team in a structured, consistent and timely manner.
- Oversee the hiring of staff and performance management of department.
- Develop and manage a high-performing group through effective delegation of work, accountability, and leadership.
- Occasional travel and attendance at in-person meetings to facilitate effective collaboration, relationship-building, engagement, and project coordination.
- Other duties as assigned.
The ideal candidate will have:
- Ability to convey ideas, thoughts, knowledge, and data so that a message is received and understood.
- High standards for themselves and their team.
- Ownership and initiative to deliver results.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- An ability to work independently with minimal supervision and within tight deadlines.
- Strong supervisory, people management, and leadership skills.
- A commitment to the WES mission and values.
Requirements:
- A bachelor's degree in business operations, Data, Technology, or related field.
- 3-5 years of experience in digital document management, system administration, production management.
- Background in document fraud detection and authentication a plus.
- Thrives in high-volume production environment.
- Knowledge and interest in international education desirable.
- Have experience managing a high-volume document processing environment.
- Demonstrate strong understanding of electronic document management systems and document control tools.
- Be able to review existing quality control and reporting procedures with a focus on developing technology/process-based updates and solutions.
- Be analytical, detailed, and quality-oriented with an ability to use data metrics to inform and improve performance.
EOE Statement: World Education Services provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics. In addition to federal law requirements, World Education Services complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.