Operations Manager, Health and Welfare

As an Operations Manager in our Health and Welfare Benefits Administration group, your technical expertise and process management skills will help you thrive in our fast-paced, exciting environment. You will play a pivotal role in our current and future success. You will be working with our dedicated, knowledgeable team members to achieve the highest levels of client satisfaction. Come join our team to experience a wide range of duties, have ownership of your work, have a voice, and make a difference!

 

About the Opportunity:

You will be responsible for overall management of operational/processing/and participant services functions for all H&W administration services.  Manage team of operational staff that includes supervisors, customer service reps, and benefit administrators, both locally and our offshore team in India.Develop and implement systems and processes to effectively manage and monitor the timely and accurate completion of all our service delivery requirements.  Expertise in business process management, process improvement and quality assurance programs is required. Work closely with Client Services team to respond to client needs and keep them apprised of any servicing issues that may need to be managed or communicated back to clients.Maintain expert knowledge of administration systems making sure we get the most we can from our systems in an effective and cost efficient manner.  Responsible for managing the ongoing development and maintenance of our systems to make sure our systems keep up with business requirement changes and improvements.Serve as a member of client implementation teams.  Responsible for the configuration of all systems including WEB & IVR and the population of initial data. Responsible for evaluating workflow processes and developing a system of continuous improvement in service delivery and staff productivity.Coordinate closely with the data management staff and banking units to make sure service delivery schedules are met.Provide unsurpassed participant services through the call center.Work closely with Marketing & Sales to align what we are selling to what we are able to effectively deliver.Responsible for coordinating multiple services in an integrated manner where applicable.

 

This job is about savvy business process management and leadership. The successful candidate will be career-driven, goal-oriented, passionate about their career and committed to making a contribution to the team. We believe in challenging our employees, because when people excel, the company benefits. And when the company benefits, the employees reap more rewards. It's a self-sustaining cycle of excellence and it creates a culture that maximizes both work and fun.

 

Qualifications Must have systems analysis skills and the ability to clearly define requirements and communicate them to technical staff.10+ years experience in the Health and Welfare administration outsourcing field.5+ years supervisory experience.Strong team leadership skills.Ability to instill strong customer focus and responsiveness in team members.Effective at keeping group morale high.