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Service Operations Manager

| Chicago

Job Description

 

The Service Center operations lead will be a key member of the broader SC leadership team. This role will report directly to the VP of SC operations and be directly responsible for representing our bswift service brand in everything they do. This includes but not limited to: 
Direct lead and manager for front line support and supervisory team.
Understanding and managing all core operational responsibilities for their location/book of business. Managing and execution of SC Open Enrollment, client delivery needs, meeting and exceeding client contractual obligations, implementations, and the day to day Service Center operations. Executes site specific strategic and operational plan in support of business segment customer service objectives and initiatives. Plans, directs and implements procedures that will assure a high level of customer access and satisfaction. Responsible for the quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems.
Represents the vision and focus on our customer experience strategy.
Although key responsibility is for the broader operational health for their SC location, the Operations lead will also be aligned to be a sponsor and directly involved with key critical client needs that warrant more focused leadership support (Stabilization clients, new clients etc) Will represent the SC for prospective client visits for this location.

Fundamental Components:
Develops, monitors and reviews performance reports and service performance trends for each account against the plan and recommends specific actions or remedies as necessary.
Develops and maintains strong collaborative relationships within operations as well as with Center Of Excellence team, Client Services, Implementation team, Sales team, and IT in executing and attaining appropriate client service level agreements.
Develops, trains, evaluates, and coaches supervisor staff to drive operational effectiveness, engagement, retention, etc while ensuring that SLA and Quality standards are met.
Assesses individual and team performance on a regular basis and provide candid and timely developmental feedback; monitors training plans and ensures training needs are met.
Establishes a clear vision aligned with company values; sets specific challenging and achievable objectives and action plans; motivates others to balance customer needs and business success; challenges self and others to look to meet results and drive performance excellence as a culture
Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together.
Partners with team and COE to drive improvements in Quality coaching, content tools, and training materials to help employees in their efforts to resolve customer issues
Collects, analyzes and reports on operations information in support of process, systems, and policy redesign.
Effectively applies and enforces Aetna HR policies and practices, i.e. FML/EML, Attendance, Code of Conduct, and Disciplinary Guidelines.
Effectively manages cross-functional projects that support the business strategy.

BACKGROUND/EXPERIENCE desired:
5+ years experience in managing a fast paced and complex Service Center Operation
Extensive management experience required
Experience in driving change management and being a leader who is a change agent
Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes
Proven strong leadership skills managing large high performance teams
Experienced working within a matrixed environment
Demonstrated negotiation and influencing skills

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.

Read Full Job Description

Location

10 S Riverside Plaza, Suite 1100, Chicago, IL 60606

What are bswift Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
A flexible spending account lets you set aside pretax dollars to help pay for certain types of health care and/or dependent care expenses.
Dental Benefits
Choose between a dental maintenance organization plan and preferred provider organization plan. Both cover certain preventive care services at 100%. They also offer coverage for basic services.
Vision Benefits
You can enroll in a separate vision plan. It covers eyeglasses and contact lenses. Preventive vision exams are covered through the Aetna medical plan.
Health Insurance Benefits
You can choose from three types of medical plans: a health savings account, a health reimbursement arrangement or a hybrid health plan. Certain preventive care services are covered at 100 percent when
Life Insurance
All employees get term life insurance and business travel accident insurance at no added cost. You have the option to buy: Supplemental term life insurance Accidental death and personal loss insura
Wellness Programs
Our employee wellness program offers services such as wellness campaigns, weight-management programs and educational seminars.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
You can save a percentage of your pay in the 401(k) plan, on a pretax and/or Roth after-tax basis. You may participate in the 401(k) plan immediately following your hire.
401(K) Matching
We match a portion of your contribution. You can invest your contributions among various options offered in the plan.
Company Equity
You can purchase Aetna stock at a discount through a payroll deduction. In order to participate, eligible employees must enroll during the enrollment period announced by Aetna.
Vacation & Time Off Benefits
Generous PTO
During your first 3 years at Aetna, you receive the equivalent of 18 days off per year. The longer you work at Aetna, the more time you accrue per month.
Paid Volunteer Time
One of our values is to improve the quality of life in communities through employee volunteerism.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
We encourage professional development. That's why we provide financial support for continuing education. This program covers a portion of tuition and registration fees for a college course.

Additional Perks + Benefits

The following programs, activities, and amenities are available to employees at bswift: complimentary fresh fruit, on-site flu shots, massages during open enrollment season, walking treadmill desk, foosball and ping-pong tables, casual attire, zen room for relaxation and nursing mothers, full week of employee appreciation, and proximity to public transportation • Healthy lifestyle incentive programs - This incentive program is offered to all eligible employees. You can earn up to $500 for healthy eating, physical activity and other healthy behaviors. Family members can also earn incentives • During your first 3 years at bswift, you receive the equivalent of 18 days off per year. The longer you work at bswift, the more time you accrue per month. Company holidays, jury duty, military leave, bereavement and community service time are in addition to your paid time off • You can purchase company stock at a discount through a payroll deduction.

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