Service Operations Manager
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.
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.
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
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.