Records Administration Manager

Agency: Service Oklahoma

About the role

The Records Administration Manager provides strategic leadership and operational oversight for Service Oklahoma's Records Administration function. This position ensures the accuracy, integrity, accessibility, and consistent administration of official agency records while leading teams responsible for driver records, statutory record actions, and records production. The Manager establishes operational standards, develops standardized processes, drives continuous improvement, and ensures Records Administration activities comply with applicable laws, agency policies, and service standards.

Responsibilities

• Provides strategic leadership for the Records Administration function, including driver records, suspensions & convictions, records production, and future records administration programs.
• Serves as the agency's operational owner for Records Administration, establishing standards, priorities, governance, and continuous improvement initiatives.
• Leads, coaches, mentors, and develops supervisors and team leads while fostering a culture of accountability, collaboration, continuous improvement, and exceptional customer service.
• Conducts regular meetings with supervisors to review operational performance, workload, personnel matters, quality metrics, customer issues, and strategic priorities.
• Facilitates leadership meetings to coordinate work across teams, allocate resources, resolve systemic issues, and ensure consistent administration of agency records.
• Establishes clear performance expectations and develops future leaders within the division.
• Directs the administration of official agency records, ensuring records are accurate, complete, timely, and maintained with integrity.
• Establishes governance, operational standards, and quality expectations to ensure records are administered consistently across the agency.
• Oversees statutory record actions, including convictions, suspensions, revocations, withdrawals, and other driver record updates.
• Ensures official records are produced accurately and in compliance with applicable laws, agency policies, and established procedures.
• Monitors workload distribution, staffing levels, production, quality, and service levels across all Records Administration teams.
• Reviews and approves staffing requests, organizational changes, and operational initiatives.
• Identifies operational risks affecting records administration and develops mitigation strategies to ensure continuity, compliance, and service delivery.
• Partners with various internal divisions to improve and ensure operational effectiveness.
• Ensures the integrity, consistency, and reliability of official agency records through quality controls, standardized processes, and operational oversight.
• Owns the Records Administration process library, including process maps, SOPs, work instructions, exception handling procedures, guides, and training materials.
• Ensures records administration processes are standardized, documented, and consistently applied.
• Oversees work queue prioritization and workload balancing across operational teams.
• Partners with internal divisions to improve system functionality, automate processes, and enhance operational efficiency.
• Leads operational implementation of legislative, regulatory, and policy changes affecting Records Administration and ensures workflows are updated accordingly.
• Promotes innovation through automation, technology modernization, and process redesign to improve operational effectiveness.
• Reviews operational dashboards and performance reports to identify trends, risks, and opportunities for improvement.
• Monitors production, backlog, turnaround times, quality metrics, and service level performance.
• Develops executive reporting on operational performance, staffing, customer service, legislative implementation, and organizational risks.
• Uses operational data to support strategic planning and resource allocation.
• Establishes and maintains division-wide performance expectations.
• Oversees quality assurance programs to ensure consistency and accuracy of records administration.
• Reviews performance trends and implements corrective actions where necessary.
• Supports supervisors in employee coaching, performance improvement, and formal personnel actions.
• Continuously evaluates productivity expectations to align with operational demands, technology improvements, and changing workloads.
• Leads projects that improve records administration processes, customer experience, and operational efficiency.
• Identifies opportunities to streamline workflows, reduce manual processing, improve quality, and leverage automation.
• Oversees implementation of legislative changes, policy initiatives, technology enhancements, and organizational improvements affecting Records Administration.
• Develops business requirements and operational recommendations for system improvements.
• Sponsors continuous improvement initiatives using data-driven decision making.
• Oversees development and maintenance of Records Administration training curriculum in partnership with the Service Oklahoma training team.
• Ensures onboarding programs prepare employees to administer records accurately and consistently.
• Maintains governance over SOPs, reference materials, job aids, and operational guidance.
• Identifies knowledge gaps and develops training to address changing laws, policies, procedures, and systems.
• Promotes cross-training to improve organizational flexibility and resilience.
• Responds to executive-level inquiries regarding records administration operations, performance, and initiatives.
• Communicates legislative, policy, and procedural changes impacting Records Administration.
• Builds collaborative relationships across Service Oklahoma divisions and with external stakeholders.
• Represents Records Administration on cross-functional initiatives, committees, and strategic projects.

Requirements

• Thorough knowledge of records administration principles and high-volume operational environments.
• Working knowledge of statutes, administrative rules, agency policies, and procedures governing official agency records.
• Knowledge of performance management, quality assurance, and continuous improvement methodologies.
• Ability to lead multiple operational teams while balancing competing priorities.
• Ability to analyze operational data, identify trends, and make informed decisions.
• Ability to develop standardized processes and implement organizational change.
• Strong leadership, coaching, and employee development skills.
• Excellent written, verbal, and presentation skills.
• Strong project management and organizational skills.
• Proficiency with Microsoft Office and data reporting tools.

Qualifications

• Bachelor's degree in Business Administration, Public Administration, Organizational Leadership, Operations Management, or a related field; equivalent professional experience may be substituted.
• Five (5) or more years of progressively responsible management experience in government operations, records administration, licensing, compliance, legal operations, or another highly regulated operational environment.
• Demonstrated experience leading supervisors or multiple operational teams.
• Experience developing operational policies, SOPs, KPIs, and quality assurance programs.
• Experience leading organizational change and process improvement initiatives.
• Experience using operational data and performance metrics to improve efficiency and customer service.
• Experience in government, courts, records administration, driver licensing, or another legally regulated environment is preferred.

Special Requirements

• The schedule for this position may vary and require flexibility, including some early or late shifts, weekends, and occasional overtime, based on the needs of the agency.
• This position is not eligible for telework.
• This position may require occasional travel. The employee must be willing and able to perform all job-related travel. State vehicles may be available, but reliable transportation may be required for local travel.
• This position works in a comfortable office setting with a computer for a large percentage of the workday.

Pay

This position has an annual rate of $85,000.00.

Benefits

• Generous benefits package, including a benefits allowance to offset the costs of medical, dental, vision, life, and disability insurance plans.
• Service Oklahoma will match up to 7% towards an employee’s Defined Contribution retirement plan.
• 11 paid holidays.
• 15 days of paid annual leave, which increases with every 5 years of service.
• 15 days of paid sick leave.
• Longevity payments based on years of service with the State of Oklahoma.