Vice President Operations (Project Management)
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Job Description:
Education:
BA/BS in Business Administration or related field or equivalent required
Experience:
7+ years Call Center and/or BPO experience in an outsource environment responsible for multiple sites and clients. Healthcare Industry Required.
Mandatory Skills:
Functional understanding of common Contact Center CRM platforms; Astute, SalesForce.com, Wilke, etc.
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
Excellent presentation and client interaction skills.
Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
Ability to improve and/or transform teams processes across functions within the organization.
Capacity to operate in a complex, global environment with ease and fluidity, while driving and influencing results.
Ability to drive individual, teams and department efficiency and productivity through effective and efficient metric management.
Strong operational and financial acumen, executive presence, and the ability to lead multiple locations.
Strong business acumen with a broad understanding of fundamental business principles.
Exhibit relevant and consistent leadership behaviors in team management, client communications and internal interactions with teams, peers and senior management. Work effectively across a global matrix organization.
Effective leadership and people management skills, with a focus on developing diverse, high performing teams and fostering an inclusive culture that is collaborative and inquisitive.
Ability to solve problems using creativity, critical thinking, decisiveness, and leadership.
Advanced customer focus and customer service skills.
Experience and willingness to delve into all levels of detail needed to accomplish the business goals.
Strong fiscal acumen with financial modelling experience.
Proven track record of successfully managing both revenue and expense budgets to increase top and bottom line results.
Sufficient schedule flexibility commitment to support a 24/7 Global company.
Roles & Responsibilities:
Effectively lead the operations team
Through successful service delivery and SLA management, ensure client satisfaction and retention. Partner with various support departments to facilitate client growth and expansion. Develop business cases and lead credible discussions with clients to articulate the organization's value.
Oversee organizational adherence with Company processes, policies, and best practices. Challenge the status quo and identify opportunities to improve quality, efficiency, and results. Manage with Contact Center expertise, knowledge, tools, and balanced scorecards.
Lead by example fostering a positive work environment in which employees professionally develop, grow, and retain.
Responsible for the ongoing professional development/ evaluation of direct reports, accountability, and succession planning.
Inspire and rally a team to quickly resolve challenges. Build leadership bench strength through individual self-accountability, training, and coaching. Develop a culture of continuous improvement. Identify opportunities for improvement, determine the root-cause of problem areas, analyze data, and solutions.
Support other departments in the organization by providing insight, data analysis, and operational expertise. Drill a P&L to the line item level and have a clear understanding of operational action financial impacts.
Proactively articulate, document, and concisely execute strategic business plans.
Operate in a complex global organization and culture of continual change.
Experience researching and developing complex solutions for presentation to the executive team.
Collaborate and work cross functionally with other VP's and Department heads to accomplish business goals.
Be organization thought leader, challenge the status quo to push the business forward.
Work with senior leadership to continuously enhance the customer experience in measurable terms based on customer contacts and feedback.
Drive customer experience as it relates to best practices and member satisfaction, monitor results for customers.
Maintain and improve Customer Experience operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Demonstrate a commitment to excellence through continuous staff development programs enhancing employee engagement, service, knowledge, skills and morale. Ensure ongoing staff training to continually expand knowledge base.
Promote teamwork and cooperative effort.
Help train and provide guidance to other Sagility employees.
Maintain a clean, safe, and unobstructed work area, and practice good safety habits.
Ensure both internal and external customers are provided with the highest quality service.
Sagility Offers Competitive Benefits Including:
Medical
Dental
Vision
Life Insurance
Short-Term and Long-Term Disability
Flexible Spending Account
Life Assistance Program
401K with employer contribution
PTO and Sick Time
Tuition Reimbursement
Join our team, we look forward to talking with you!
An Equal Opportunity Employer/Vet/Disability
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