Location
Tampa, FL | United States
Job description
Position Location: Tampa, Florida
The Operations Manager leads his/her team to deliver outstanding service results from a quality, speed, efficiency and member experience standpoint.
Core Responsibilities:
- Liaison with the Client to understand operational requirements, goals and plans and to work internally with other client departments (IT, Finance, Account Executives, etc.) to deliver solutions.
- Achieving phone service level goals including speed of answer and abandon rate.
- Achieving quality and member satisfaction goals.
- Identifying areas of opportunity and partnering with the Voice of the Customer, BPI and Training teams on process improvement initiatives.
- Dotted-line oversight and ownership of the Processing, Scrubbing and Reconciliation teams, ensuring performance according to client requirements in terms of inventory management, turn-around time and quality.
- Partnering with Workforce Management to develop and own staffing models, and managing to plan.
- Developing and managing the Directors and Managers that report directly to this position.
- Leading the operations organization in accordance with company Values.
- Partnering with the Account Executive and Account Manager to develop an operational roadmap, based on client needs, driving continuous improvement in member satisfaction and operational efficiencies.
- Performs day-to day job responsibilities in ways that support the business focus of HPHI
- Translates external and internal customer requirements into activities to accomplish them. Understands issues and events that impact the businesses and the environment in which HPHI operates.
- Demonstrates awareness that customers are the reason for HPHI existence.
- Every customer is an important customer.
- Understand customer needs, both internal and external, and looks for opportunities to provide the highest quality service.
- Proactively evaluates alternatives, recommends actions, and develops strategies to maximize department success.
- Capitalizes on opportunities that contain an acceptable level of risk.
- Identifies market trends to develop business strategies; anticipates future direction and needs.
- Integrates market information and initiates projects to respond to market and competitive trends.
- Responsible for control of the long and short term profitability of the business.
- Understands the financial dynamics of the corporation and the environment: what makes it work, how the various organizations fit together, how it operates in the marketplace, how it competes, key leverage points, and how actions translate to the viability of the corporation.
- As a company considered a leader in technology, identifies and implements processes and procedures to add value to the business.
- Committed to excellence
- Monitors quality level
- Finds root cause of quality issues.
- Accepts ownership and acts on quality issues.
- Builds methods for measuring effectiveness of processes to meet business objectives.
- Uses results to make decisions.
- Manages appropriate metrics to measure process towards meeting quality standards for corporation.
- Identifies gaps and corrects.
- Applies analytical techniques to research problems, integrate complex data and synthesize results, evaluates the quality of the data, and identifies critical process variables.
- Provides recommendations based on results.
- Novel, very loosely defined decisions must be resolved with a high degree of creative thinking and imagination.
- Company policies, past practices and available guidance and counsel may be in conflict.
- Few precedents exist.
- Strong interpersonal and people management skills (both written and verbal)
- Advanced negotiation skills.
- Expresses ideas clearly and concisely.
- Adapts communication style to respective audiences.
- Serves as external spokesperson for the organization.
- Strategy and diplomacy required because of regular involvement in relationships where negotiations and persuasion are critical.
- Regards conflicts as occasions for achieving improved outcomes, takes responsibility to divert tensions away from individuals and towards department results and works out acceptable agreements that promote synergy.
- Creates formal networks with key internal and external decision makers.
- Management responsibilities.
- Trains others using variety of techniques on the theoretical and practical basics of techniques and processes.
- Establishes project operation criteria.
- Leads project planning and process updates.
- Actively shares resources, ideas, facilities and data to accomplish goals requiring cross-functional collaboration and support.
- Develops timely performance evaluations and feedback to staff.
Qualification/ Experience Requirements:
- Interprets and directs original solutions to a broad range of highly complex and/or administrative and/or managerial issues.
- Conceive, plan, and execute projects related to the strategic needs of the company.
- Anticipates, recognizes and resolves issues.
- Evaluates and documents company procedures.
- Develops and implements plans to achieve goals and objectives for a broad range of administrative and/or technical people and/or activities.
- Provides continuous flow of complex information and work results to higher levels.
- Decisions and actions have a multi-year impact on the company success.
- Translates strategic needs of the company into executable long-range programs and projects.
- Erroneous decisions will have long-term effect on the company's viability.
- Must be familiar with the insurance industry.
- Knowledge must address diverse and difficult problems or situations.
- Requires experience to integrate activities across multiple functions for the corporation.
- Requires specialized integration of all aspects of the business; knowledge of business and management practices involved in strategic planning, resource allocation, human resource modeling techniques, production methods, and coordination of people and resources.
- The success of HPHI depends on the attitude of every associate.
- Highly motivated.
- Has passion for work.
- Displays emotional and professional strength and maturity.
- Demonstrates flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity and rapid change.
- Supports company values.
- Approaches all business decisions and actions guided by sound personal and professional beliefs.
- High level of credibility.
- Earns trust by dealing honestly and following through on commitments.
- Maintains confidentiality.
- Translates changes in business goals and objectives into the skills, knowledge and experience needed for future work.
- Mentors and provides feedback on development needs of direct reports.
- Promotes and achieves development goals for self and subordinates.
- Proficient with Microsoft Office (Word, Excel, Access, PowerPoint, Project), Visio.
Education:
- Bachelors required
- Master preferred
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