Delivery Manager – Business Services Operations

Delivery Manager – Business Services Operations

Requirements

• Requires a University Degree and minimum 7 years of prior relevant experience; (Relevant experience may be substituted for formal education or advanced degree)
• 7 years’ experience in a business operations environment or an outsourcing company
• Experience with Mobilization and Transition for large projects
• Experience in a support or call center environment
• Experience leading a shift environment and managing supervisors
• Prior experience in developing standard operating procedures and training plan execution
• Accomplished in client relationships and quality service delivery
• US Citizen

Responsibilities

• Manage and supervise a team of Supervisors, Senior Analysts and Analysts in the review of benefit applications, fraud identification and overall program compliance.
• Oversee team performance regarding production and quality.
• Support Managers and senior leadership with service delivery efforts, such as tracking key performance indicators, SLAa, developing training materials, and evaluating performance, as appropriate.
• Perform quality assurance reviews of team’s work product in accordance with client QA expectations.
• Accurately and thoroughly assessing team, work product quality and leveraging practices consistent with industry standards to provide coaching and constructive feedback to team to ensure quality decisions and appropriate review of potential illegal activity.
• Monitor and manage work queues across processes and prioritize assignments to minimize operational impact.
• Monitor, manage and communicate production metrics on an individual and team level across project resources.
• Create and present quality deliverables that support essential project workstreams.
• Provide guidance to analysts based on client expectations and prior subject matter experience.
• Lead training efforts to ensure consistency and quality across the team through large and small group meetings and 1-on-1 discussions.
• Consistently monitor the assigned team for effectiveness and efficiency and target areas of weakness.
• Serve as performance manager for junior team members.
• Other ad hoc project responsibilities, as needed.

Preferred Qualifications

• Ability to speak and read English and Spanish
• 10+ years of Service Delivery experience in a consulting organization
• Ability to effectively communicate at all levels of an organization.
• Undergraduate degree four-year college or university
• Has held Managerial level responsibilities and leading large delivery teams.
• Experience leading, engaging global workforce resources
• Strategic and conceptual thinker and planner
• Strong verbal and written communication skills, including power point presentation skills at the corporate level, client “C” suite or board level.
• Strong problem solving, marketing analysis and evaluation skills
• Innovative, motivated & able to lead by example
• Ability to initiate and follow through on projects and work independently with minimal supervision required
• Proficient in use of Excel, PowerPoint, Outlook and Word
• Ability to travel