Manager, Operations Process Management

The operations process management team is focused on “run” and “change” processes and activities of the organization to effectively and efficiently meet or exceed changing clients and business needs.  This position is responsible for leading the design, modeling, executing, monitoring and optimization of operations process management team to align the organization’s strategy.

What will be my duties and responsibilities in this job?

Process Management & Leadership

• Manages team members’ work activities on a day-to-day basis. Prioritizes and ensures the accuracy of work products, answers questions and resolves problems, provides overall support to operations. Ensures accurate and timely product delivery.
• Analyzes workflows, procedures, and systems for continuous process improvement. Identifies and resolves process deficiencies and quality control issues across the team. Develops new methods and/or approaches to achieving business objectives.
• Positively contributes to process re-engineering automation and optimization efforts which result in consistent service delivery while reducing operational costs. Focuses the priorities on the broadest benefit realization.
• Balances demands with team skills and work capacity; reacts quickly to and manages changing competing priorities.
• Collaborates with cross-functional areas externally and internally in the implementation of new systems, system enhancements and process improvements
• Assists in the planning and implementation of special projects and performs other duties and tasks to meet company objectives within established time frames.
• Builds testing and quality assurance processes for projects and responsible for implementation of user acceptance testing
• Responsible for research and solutioning on coverage verification, missing contracts, and other complex issues from call center operations, Account Executives, accounting and other departments
• Monitor process changes, impacts, and make recommendations for implementation
• Creates new support processes and focuses on process improvement to enhance effciency, cost savings and improve customer experience
• Act as a change agent within the business building trusted relationships to influence and align leaders to achieve innovative solutions and results across a matrixed organization.
• Evaluate process changes, impacts, and make recommendations for implementation
• May include back office oversight for mail handling, document imaging, data entry and policy operations/premium processing

Data Management and Operational Practices

• Creates effective process to manage file loads and data entry for all incoming transactions: enrollments, cancellations, registration, payments and claims.
• Ensure the data integrity of the manual process-enrollments, contract entry, survey’s, etc. Every transaction entered into the system should be valid and is consistent with the business processing rules and data standards
• Understand all file processing in details and serve as a subject matter expert (SME) for file loads, data entry, client specific and generic system edits
• Monitor file load reports, control error handling process, and ongoing error file exchange with clients. Communicates with other team as appropriate.
• Pass ISO, SOX and other internal and external audits
• Focus on the entire process, introducing innovation into the process that can impact results, enhance profitability, and assist the organization to meet its business objectives and goals. 
• Define, prioritizing, and developing high quality products and features that deliver demonstrable customer and business value across the group.
• Act as an ambassador for Agile best practices, lead sprint reviews and engage in daily stand ups and sprint retrospectives. Help others in the business understand the Agile development process.
• Organize backlog based on clear understanding of cross-organizational priorities and business impact.
• Communicate sprint deliverables and timelines to management and business stakeholders.
• Develop creative ways to solve operational and business problems and drive benefits by changing existing processes, strategies, and ways of working
• Ensure alignment on product implementation across each line of business by understanding their value proposition and unique set of needs.
• Serve as the subject matter expert, providing support and training as needed.
• Oversee implementation of Standard Operating Procedures for task/function.
• Develop, document, and maintain internal operational and outward-facing business processes and methodologies
• Lead other Business Product Owners to gather requirements, organize, and maintain process documentation, define, and optimize process models,