POSITION SUMMARY

The Service Center Specialized Program 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

• 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.
• Drive and support multiple specialized project for service center transformation including:
• •  Content management redesign, execution and ongoing ownership
  • Drive transformation efforts for next gen KM solution
  • Represent Service Center needs for implementation readiness
  • Deep integration with Client Services to drive the much needed awareness and change pertaining to service center integration and tool integrity
  • Support EVP directly for critical project tasks to drive improvements and change across our operation

BACKGROUND/EXPERIENCE desired:

• Proven track record in meeting project milestones and negotiating for resources.
• Proven negotiation skills.
• Experience includes development and management of multiple budgets related to various projects and or program.
• Proven project management skills.
• BS/BA or equivalent experience and 8-10 years of experience related to standards & measurements, technology, systems
• and processes, including project consultation preferred.
• Additional Information (situational competencies, skills, work location requirements, etc.)
• • Proven ability to satisfy customers needs and develop alternatives to resolve issues.
  • Ability to communicate effectively with all levels of management.

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

REQUIRED SKILLS

Service/Creating a Differentiated Service Experience/ADVANCED
Service/Demonstrating Service Discipline/ADVANCED
General Business/Ensuring Project Discipline/MASTERY

DESIRED SKILLS

Leadership/Driving a Culture of Compliance/FOUNDATION
General Business/Demonstrating Business and Industry Acumen/ADVANCED

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.