Resource Manager

Company Description

JOB SUMMARY

The Operations Resource Manager is responsible for managing consistent resource allocation for all aligned resources as well as timely execution and delivery of ongoing deliverables for aligned clients within a Client Service Group (or Business Group). They are additionally responsible for ensuring the associated quality control protocols are executed for those deliverables for aligned clients.  In partnership with the Client Service Manager and the Business Systems Manager, t he Operations Manager is responsible for ensuring that ongoing work delivered to the client is completed accurately and with the highest degree of quality. The Operations Resource Manager role requires a solid systems and data flow understanding and context. The Operations Resource Manager is accountable for tracking, resource alignment and identifying process improvement opportunities for daily operational tasks and internal operational projects supporting ongoing benefits administration delivery.

The Operations Resource Managermay have people manager responsibilities a

nd is ultimately responsible for ensuring that work distribution is aligned with Enterprise Operations priorities and expectations. The Operations Resource Manager ensures that resources are provided with the support necessary to complete their assigned work including via direct coaching and mentoring. They also share the responsibility to ensure cross training of the required resources for appropriate resource allocation.

Essential Duties And Responsibilities

• Ensure aligned resources have aligned skills (competencies) documented and an associated skills (competency) growth plan in place / coordinate with appropriate mentors to ensure actionable progress for BSAs where skill gaps are identified across the client alignment.
• Works with Continuous Improvement team and other departments as an accountability lead for internal/global initiatives
• Actively understands impact on group and enterprise level profitability through process improvement and support of co-worker growth
• Manages the timely and accurate completion of ongoing client deliverables (escalate as appropriate), ensuring that aligned resources meet utilization targets.
• Ensures accurate time logging on tasks aligned to client resources (escalating to POD leaders / People Managers as appropriate when targets are not met)
• Ensures aligned team resources follow Empyrean ticket management best practices/protocols required for (SOC audit protocols, etc.)
• Responsible for ensuring the efficiency and productivity of Business Systems Analyst work activities meets Enterprise Operations expectations for allocation and utilization, and partners with the CSM and BSM on solutions needed to support attainment of this expectation. 
• Reports out and up to business partners, Ops LT (and potentially ELT) on aligned clients/projects.
• Utilizes Enterprise Ops analytics to identify opportunities, create action plans and act as a change agent for standardization and streamlining of ongoing resource utilization across aligned clients.
• Accountable for ensuring all processing work has a documented processing guide to support processing by aligned resources (or Ops Manager if/as applicable) .
• Accountable for ensuring all job / process failures are prioritized for timely resolution with aligned BSAs (or Ops Manager if/as applicable) .
• Accountable for ensuring all eligible processing work transitions to Business Process Shared Services (or Ops Manager if/as applicable) .
• Collaborates with CSMs, BSMs, and IMs to ensure prioritized work is appropriately escalated / aligned to resources for timely completion.
• Provides reporting as needed.
• Perform other duties as assigned.
  
  

Required Skills And Abilities

• Advanced level required in MS Excel, MS Word, Documentation Management systems, Critical Thinking and Attention to Detail
• Continuously builds Health and Welfare domain knowledge.
• JIRA or other project/ticket/resource management software experience
• Business Acumen, Coaching, Process Improvement, Quality Assurance, Risk Management, Root Cause Analysis, Process Documentation, Resource Management
• Accountability, Adaptability, Attention to Detail, Collaboration, Critical Thinking, Emotional Intelligence (add to CSM), Learning Agility, Listening, Organizational Skills, Prioritization, Problem Solving, Responsiveness, Teamwork, Time Management, Verbal and Written Communication
  
  

Knowledge, Experience And/Or Education Requirements

• Bachelor’s degree preferred but not required.
• In lieu of bachelor’s degree, equivalent years of experience in business operations, benefits administration or a related field
• 3 years of experience as an operations manager
• Solid systems and data flow understanding and context.
• Domain experience in health insurance and/or benefit administration is a plus.
• Experience with SQL and a working knowledge of relational database systems is a plus.
• Knowledge of case or ticket management systems such as CRM or Atlassian JIRA is a plus.
• Or, any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered
  
  

Disclaimer: Managers have the right to assign or redesign the responsibilities of the above-mentioned job description without notice and at any time

Empyrean is an Equal Opportunity Employer: including disability and veterans

Apply Now