Operations Manager (Vendor Performance Management) - 250120

DESCRIPTION/RESPONSIBILITIES: Operations Manager (Vendor Performance Management)

Job Summary Manages associates in completing department functions and ensures that area of responsibility is managed in a cost effective and quality manner providing prompt, accurate, and professional responses.

Responsibilities  * Achieves and maintains preferred standards for the department  * Manages work processes, measures for non-conformance and identifies corporate and department policies and procedures in an effort to achieve operational efficiencies  * Communicates, implements, and interprets corporate and departmental policies and procedures  * Maintains positive working relationships with internal/external customers, through direct phone contact, written correspondence and site visits  * Approves special consideration and handling for customers  * Ensures an maintains positive working relationships with group leaders, benefit administrators and account executives  * Selects, develops, appraises and recommends compensation for associates  * Manages departmental budgets  * Manages achievement of service level goals and key performance metrics in compliance with organizational and regulatory requirements.  * Manages initiatives, driving cross-functional collaboration that ensures prompt resolution of issues.  * Develops, implements and monitors operations policies, procedures, and standards that support the goals and objectives of the contact center.  * Establishes individual performance goals for direct reports, conducts performance reviews and provides coaching and counseling. Plans, approves and implements programs for the development of team members.  * Analyzes department's performance reports. Reports on team's progress. Ensures that team meets productivity, quality and service standards.

Education:  * This position requires an undergraduate degree, preferably in business administration

Experience:  * A minimum of three (3) years of managerial experience.  In lieu of a degree, five (5) to seven (7) years of management experience is required

Knowledge, Skills, Abilities  * Must be able to develop and maintain a comprehensive, detailed knowledge of all Company Products  * Must have a thorough understanding of benefits and claims processing functions.  * Must have the ability to manage the area of responsibility and possess managerial skills necessary for organizing, planning, controlling, budgeting, developing and motivating employees in the accomplishment of assigned tasks.  * Ability to work from home, which includes high speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.

Nice to have/preferred:  * Experience with operations vendor oversight (2-3 years)  * Ability to assess vendor performance to contractual requirements.  * Collaborate with internal stakeholders to align vendor mgmt goals with business objectives.  * Evaluating vendor performance  * Develop, document, and implement vendor mgmt processes and strategies  * Mitigate vendor risks  * Develop and oversee action plans to improve vendor performance  * Manage outsourced relationships

Independence has implemented a "Hybrid" model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the "Hybrid" model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

Independence Blue Cross is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.