Delivery Executive – Business Services Operations

Job Family:

Business Operations

Travel Required:

Up to 10%

Clearance Required:

None

What You Will Do:

Working under the general direction of the Portfolio Delivery Director, the Delivery Executive, Business Services Operations, serves as the primary liaison between the Operations Delivery teams and his/her assigned Client for all related aspects of the Delivery. This position will be responsible for the proactive oversight of the Business Services process and maintain a successful client relationship and client strategies. In addition, this position will develop a deep understanding of the Client’s business processes to ensure KPI’s, SLA’s and quality measures are met at both their assigned location and at Delivery Center(s).  The Delivery Executive will monitor compliance with State and Federal laws and guidelines. This position will proactively identify opportunities for improvement initiatives and partner with the Portfolio Delivery Director and Client leadership to develop and execute these plans. 

 

Strategy and Business Development:

·       Create and implement standard playbooks for all clients consistent with standard operational procedures and SOP’s allowing for consistent performance of all metrics and KPI’s.

·       Collaborate with the Senior Management Team to develop and implement plans for the infrastructure of systems, processes, and personnel designed to accommodate the rapid growth objectives of the Company.

·       Take on special projects and assignments where necessary.

 

Leadership and Continuous Improvement:

·       Promotes a service-oriented culture within the organization and assures satisfaction with the quality and amount of support provided for departmental functions, initiatives and projects.

·       Assesses and responds to current and future internal and external trends in order to establish and ensure the necessary direction for applicable activities.

·       Continually seeks ways and means for improving the delivery and support of application review Operations activities and programs.

·       Assures satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback.

·       Understands the job functions of the application reviewers, is aware of process flow across departments, and involves them, as appropriate, when recommended actions may impact their work functions. 

 

Operations:

·       Develops and implements policies and procedures related to all aspects of Operations

·       Monitors and research regulatory changes and proposes actions to respond to changing legislation/regulations.

·       Evaluates and directs efforts of Operations team members

·       Assists in on-site operational reviews

·       Develops and utilizes monitoring and reporting techniques and systems.

 

Client Responsibility:

·       Responsible for development of Performance Indicators and communication with client regarding Performance Indicators.

·       Responsible for a continual assessment of client needs and potential solutions available through Guidehouse.

·       Responsible for internal quality and performance monitoring to ensure that client expectations are being achieved.

·       Responsible for the financial performance of the engagement.

What You Will Need:

·       University Degree a