Manager, Operations Command Center at Independence Blue Cross LLC in Philadelphia, Pennsylvania

Job Description:

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

Manager of the Operations Command Center is responsible for control functions within the Operations Division in support of the mission to deliver best-in-class service to our members. Key control functions managed within the Command Center include operational and strategic planning, budgeting, reporting, performance management and data analysis, workforce management, portfolio management, operational risk management, vendor management, conducting ongoing external benchmarking, and development of associate engagement strategy. 

 Responsible for the analysis and integrity of Operations data to enable and support sound executive decision-making. Execute strategies to optimize short and long-term performance results. Assist with the development of a yearly Operations budget that reflects year-over-year efficiencies. Assist with the management of vendor agreements for Operations to ensure all contract terms and service level agreements are maximized. Align and execute key operation initiatives and projects. Manage Ad execute associate engagement initiatives across the organization. Execute associate satisfaction projects and identify areas of improvement for associate engagement activities. Provide leadership for the functional area within the Command Center.

Responsibilities

•          Support and execute ongoing and short-term strategies to manage global operations efficiency and productivity.


• Maintain systems to provide accurate projections and forecasts of current and future capacity requirements.


• Work directly with Operations Leads to assist in managing key vendor relationships.


• Execute strategic roadmap to consolidate, maximize, and streamline operational workflow engines within Operations.


• Provide analysis as needed on current and future business trends.


• Identify associate engagement opportunities, analyze causes, develop solutions, and drive implementation to create a World Class Associate Experience


• Manage all Operations facility moves, inventory, and system access protocols.


• Develop and maintain all daily, weekly, and monthly reporting to management.


• Partner closely with Claims, Customer Service, Enrollment, Medicare, and Support Sen Ices teams to drive improvement in associate engagement, satisfaction, and communication.


•           Develop, execute, and measure an Operations Associate Engagement Strategy


•           Administer, analyze, and report on all associate surveys.


• Work with finance to monitor all budgets and actual results against benchmarks to ensure accuracy and that corrective measures are initiated as needed.


• Oversee the incubation of critical operational and strategic projects to ensure future success and the value of investment.


• Assist in the development of Operation's yearly operating plan and 3-year strategic plan.


•           Recruit, develop, and cross-train high-potential staff for growth opportunities throughout the organization.


• Foster a collaborative culture with all Operations Leadership to ensure overall success in the division and corporate results.


• Maintain an external benchmarking approach/methodology that results in informed leadership intelligence and enhanced decision-making.


•           Develop intelligent business communications including presentations and written communications.

Education

BA/BS Statistics, Mathematics, Business (Master’s degree a plus)

Experience 

·       7 years' experience in an Operations control leadership function such as reporting, performance management, project management, or workforce management.

 

Knowledge, Skills, Abilities    

• Strong familiarity with call center technologies and capacity planning fundamentals


• Strong analytical skills with the ability to independently develop key analytical reporting and direct team to drive performance improvements.


• Ability to see the "big picture", leading a team to take disparate sets of data, analyze overall performance, and make strong and reliable recommendations for improving operational performance.


• Experience in project management and operational planning.


• Experience utilizing project planning tools, such as MS Project


• Ability to independently prepare full cost-benefit analysis proposals.


• Experience in successfully leading large-scale business process re-engineering projects


• Ability to manage in a matrix work environment. Able to establish and maintain collaborative partnerships across the organization


• Experience managing key vendor relationships including SLA and performance management


• Able to lead change and influence in a fast-paced, highly matrixed environment, establish priorities, and achieve results


• Demonstrates skills in leadership, negotiation, conflict management, communication, and collaboration


• Experience in developing and administering surveys, gathering and analyzing survey data, and making informed recommendations on ways to improve survey scores


• Significant experience developing intelligent business communications including presentations and written communications


• Ability to lead key projects and initiatives with little direction.
  

Hybrid

Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania.

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