Office Manager resume example

General Accountabilities
Foster a sense of ownership in the location and pride in the staff, manage costs in a disciplined manner, and encourage profitable case volume growth. Manage the daily operations of a single location and single line of business within the Funeral Home industry. Responsible for short-term planning as well as achieving annual sales revenue and production targets, Profit & Loss (P&L) goals, developing a professional and effective staff, and exceeding client family expectations.
Specific Responsibilities
Financial Management 15 %
Develop annual business plan. Work with local and Market Leadership to develop annual business plan and budget as well as financial, production and revenue goals.
Accountable for monitoring and achieving annual financial goals. Understand industry finances, how daily activities impact financial outcomes, and making appropriate sustainable business decisions. Approve expenditures and invoices including overtime.
Operations 50%
Manage the day to day activities ensuring on-time services that exceeding client family expectations. Remove barriers, encourage ideas, and identify improvements. Resolves moderately complex problems; provides resolution guidance to supervisors and empowering accountability. Assure the location’s operating practices comply with applicable federal & state regulations and Company policies.
Responsible for establishing location goals and priorities. Develop, communicate, and monitor goals, priorities, processes and procedures. Manage frontline supervisor’s responsibilities, expectations, and accountabilities. Effectively present and communicate Company and Market strategies, values, and goals to location staff.
Collaborate with local Management for resource sharing, ideas, and business or operational enhancements. Work with Market Leadership and Corporate Departments on product, process, and technology needs and improvements.
Maintain building, facilities, and grounds in a clean, manicured, and working order budgeting appropriately for repairs including equipment and furniture. Ensure all safety, quality control, and compliance standards are adhered.
People Development 25%
Develop a strong, trusting, and reliable team. Understand team members career aspirations and provide assignments to develop skills and/or close gaps. Constructively address issues and provide tangible and appropriate feedback. Develop frontline supervisors’ proactive and collaborative management style in order to increase employee engagement and minimize turnover. Monitor training and licensing requirements ensuring staff is re-trained/licensed prior to expiration.
Responsible for screening candidates (internal and external) and hiring or promoting a skilled and effective staff. Establishes pay, recommends pay increases, special pays, and career advancements.
Discipline staff as necessary. Writes development plans to close behavior or skill gaps. Collaborates with Human Resources throughout discipline, development, and termination processes. Recommends and discusses terminations with Market Leadership.
Other 10%
Funeral Home Management builds and expands brand and product awareness in order to increase sales and market share. May network with key community leaders to build business relationships, influence, and support the community. Participate in community, civic, or other organizations as a part of the local promotional efforts of the location and the Company.
Develop and/or implement plans to improve customer satisfaction index and on-line community reviews.
Other responsibilities as requested or assigned. Depending upon location size and schedules, may assist with arrangements, preparation of visitation and/or services, driving, or transporting thus demonstrating leadership and team work.

• Compared vendor prices to ensure optimal savings.
• Performed billing, collection and reporting functions for office generating over $5million annually.
• Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
• Created and finalized contracts with customers.
• Integrated logistic systems into company processes to improve operations and manage work orders and price changes.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
• Administered yearly budget of $2 million to manage office requirements such as service contracts, postage costs and supply replenishment.
• Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management.
• Handled all incoming business and client requests for information.
• Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
• Completed bi-weekly payroll for employees.

• Displayed highest level of professionalism and sensitivity when dealing with grieving family members
• Met with families of deceased to discuss funeral service requests, disposition of remains and pricing
• Arranged transportation between sites for remains, mourners, pallbearers and members of clergy
• Promoted funeral service merchandise such as caskets, urns, outer burial containers and flowers
• Discussed nature of funeral service, disposition of emains and funeral costs with family members
• Monitored high-volume phone lines and displayed proper phone etiquette
• Conducted more than 100 funerals, visitations and memorial services over course of one month
• Liaised between hospitals, physicians, county coroner, and members of clergy to coordinate final arrangements
• Arranged funeral/memorial services for grieving families to meet budget and memorialized instructions
• Picked up deceased at private homes, hospitals and county morgues
• Drafted and published obituaries on behalf of families served
• Communicated with insurance companies to secure death benefits for payment of services
• Secured and filed burial permits and made funeral arrangements
• Closed and secured caskets and led funeral corteges to churches and burial sites
• Sorted product and provided expertise on non-conforming product requirements