Manager, Shared Services Operations

Delta Dental of New Jersey, Inc. is one of the leading dental benefits providers in the state, committed to delivering exceptional service and care to our members. We are currently seeking a highly motivated, detail-oriented, and results-driven Manager of Shared Services to lead our Operations Quality Assurance and Training teams. This is a full-time, exempt-level role that offers the flexibility of a hybrid work schedule.

As a valued member of our team, you will have the opportunity to make a significant impact on the quality and efficiency of our operations, while working in a collaborative and dynamic environment. We offer a competitive compensation package that includes comprehensive benefits such as medical, dental, Rx, and vision coverage, a 401(k) plan, tuition reimbursement, paid time off, and more.

Position Overview:
The Manager of Shared Services will oversee three critical areas within the organization: Operations Quality Assurance, Training, and Administrative Support. The individual in this role will have the responsibility of leading and mentoring teams, developing strategies to improve quality performance, ensuring effective training programs, and supporting operational efficiencies.

Key Responsibilities:

Operations Quality Assurance:

• Lead a team responsible for monitoring and reporting on the quality performance of operations, including Claims, Customer Service, Enrollment, and other departments.
• Provide insightful reporting on program performance and collaborate with operations supervisors to implement best practices that improve quality.
• Develop strong cross-functional partnerships across the organization to drive quality improvements.

Training:

• Manage a team of Training Coordinators and oversee training programs and materials, ensuring alignment with the company’s strategic training vision.
• Maintain and update training materials, ensuring they are comprehensive and accessible.
• Track training activities for new and existing employees and collaborate with business partners to ensure training schedules are met.

Administrative Support:

• Supervise and coordinate the activities of the support staff across various operations (Claims, Customer Service, Enrollment).
• Implement and manage Key Performance Indicators (KPIs) to monitor and maintain performance and quality standards for support staff.
• Provide administrative support to all areas within Operations, including claims processing and customer service.

Additional Responsibilities:

• Set strategic direction and goals for effective operational support, focusing on efficiency, quality, and process improvement.
• Facilitate continuous improvement efforts and implement best practices in training programs.
• Collaborate with internal teams to investigate, analyze, and resolve operational issues.
• Manage program training priorities, forecasting resources, and policies.
• Support internal audits as required and complete special projects as assigned.

Qualifications:

• Bachelor's degree or equivalent supervisory/leadership experience (2-3 years).
• Previous experience in claims processing, customer service, or a related field, with demonstrated leadership skills.
• Strong knowledge of operational processes, training methodologies, and quality assurance practices.
• Excellent communication, organizational, and problem-solving skills.
• Proficiency in Microsoft Word and Excel, with the ability to work in a Windows environment.
• Previous experience in an insurance or dental benefits environment is preferred.

Physical Demands:

• Ability to sit at a desk for extended periods (minimum 5 hours per day).
• Frequent use of a computer and keyboard for data entry and display screen viewing.

Work Environment:

• Moderate noise level in the work environment.
• The position requires signing a confidentiality agreement.

Why Join Us?Delta Dental of New Jersey offers a supportive and dynamic workplace where you can thrive professionally and personally. We are committed to investing in our employees' growth through training, development, and career advancement opportunities. In addition to a competitive salary, we offer a comprehensive benefits package that includes health, dental, and vision coverage, paid time off, and a 401(k) plan to support your financial security.

How to Apply:
If you're an experienced leader with a passion for operational excellence, training development, and process improvement, we'd love to hear from you! Please submit your resume and cover letter here.

Delta Dental of New Jersey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.