POSITION SUMMARY



The Service Center Operations Center of Excellence Leader leads the work and deliverables of multiple, complex projects or programs through to implementation, that impact multiple processes, systems, functions and products. Length of project may run multiple years in duration.



Fundamental Components:

• Build COE - Quality, Training, KM roadmap and : Implementation to delivery ownership
• Voice of the Customer/EE with Technology Group - help to determine and prioritize needs of Service Center to impact member and employee experience, user experience, end user experience, surveys, QMS, repeat calls, effort/friction
• Drive 2018 transformation initiatives and develop and drive strategic roadmap across service center needs
• Development of Manager/Leaders to think in a customer and employee centric mindset
• Develop and drive delivery model with newly aligned Customer Experience Liaison roles
• Develop opportunities for training on creating raving fans and empathetic leadership (from onboarding through ee's company journey)
• Find opportunities to engage, leverage, integrate with Aetna (Payflex/A1A)
• Act as EVP right arm in driving to one common vision
• Support and drive YOY growth for bswift
• Develops and implements strategic business plan to achieve business goals.
• Proactively leads a program and/or most complex projects by setting strategic direction.
• Identifies gaps and recommends enhancements related to new and/or existing products, services and workflows based on broad view of the organization.
• Collaborates and partners with other functional managers, other business areas across/within segments or other business areas to ensure all workflow processes and interdependencies are identified and addressed.
• Consults with constituents (these may be internal and/or external) to scope/define project.
• Influences change in order to improve performance results, organization effectiveness and/or systems/quality/ services.
• Obtains financial support for most complex projects or supports this work as it relates to program management.
• Collaboratively works across multiple functions and /or segments to obtain agreement from all impacted parties (e.g., up and downstream effects often impact multiple functions and/or segments.
• Responsible for development and implementation of new ideas that supports work/team.
• Cross function/segment group facilitation/presentation.
• Leads all project and/or program management work including monitoring and tracking of progress and status update communications.
• Responsible for resource utilization within and across work teams.
• Responsible for the financial implications of projects and/or program budgets.
• Assists others to identify solutions to issues that negatively impact program and/or project plan.

BACKGROUND/EXPERIENCE desired:

·7-10 years progressively responsible account management experience within the health insurance industry.

·Previous experience managing cross-functional, self-directed teams.

EDUCATION

The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.



ADDITIONAL JOB INFORMATION

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.



We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.



Together we will empower people to live healthier lives.



Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.



We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.