Job Title: Manager - Operations

Job Type: Full Time

Grade: E2

Function/Department: Health Plan and Healthcare Services

Reporting to: Associate Director – HPHS Operations

Role Description: The Manager of Operations is responsible for ensuring operational efficiency and effectiveness, leading a team dedicated to delivering exceptional service to our clients.

Roles & Responsibilities

· Lead and manage a team of operations professionals, providing guidance, support, and direction to achieve performance targets and objectives.

· Continuously assess and improve operational processes to enhance efficiency, quality, and cost-effectiveness, ensuring compliance with industry standards.

· Implement and maintain rigorous quality control measures to ensure our products and services consistently meet or exceed client expectations.

· Develop and maintain key performance indicators (KPIs) to measure and report on the efficiency and effectiveness of operations to the senior management team.

· Efficiently allocate and manage resources, including staffing, equipment, and materials, to meet operational needs within budget constraints.

· Ensure all operations adhere to industry regulations, safety standards, and legal requirements.

· Identify training needs and support the professional growth of team members to enhance their skills and capabilities.

· Foster strong client relationships, addressing client needs and concerns promptly and effectively.

· Perform other duties as assigned.

Expected/Key Results

· Meet client contractual obligations, including Service Level Agreements (SLAs).

· Achieve revenue targets by optimizing Full-Time Equivalent (FTE) delivery, staffing levels, and other strategies.

· Achieve team retention targets to enhance employee satisfaction and continuity.

· Identify and implement process improvements to enhance operational efficiency.

· Minimize critical operational process escalations to improve service quality.

· Establish new client relationships and nurture existing client connections.

· Foster robust internal stakeholder relationships, as reflected in IVOC (Internal Voice of the Customer) and positive stakeholder feedback.

· Achieve a score of 'XXXXX' on Employee Satisfaction parameters for respective programs and processes.

· Prioritize people engagement and development, focusing on employee retention, professional growth, and succession planning within the Line of Business (LOB) or team.

· Collaborate with employees to create and execute individual development plans, aligning with their career aspirations and company objectives.

Qualifications

The qualifications listed below are representative of the background, knowledge, skill, and/or ability required to perform their duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education:

· Bachelor’s Degree preferred, or equivalent combination of education and experience

Work Experience:

· At least 5 years of experience in operations leadership or a related role

· Proven record of process optimization

Competencies & Skills

· Strong analytical, problem-solving, and decision-making skills

· Excellent verbal and written communication skills

· Strong interpersonal and leadership abilities

· Familiarity with industry-specific technologies and tools

· Knowledge of relevant industry regulations and compliance