Job detail

Job description

We have a job opening with one of our potential client in health insurance and benefits. It is a multinational company.

Position Summary/Mission

Maintains oversight of the regional Plan Sponsor Liaison network. Co-ordinating and resolving escalated service issues relating to local plan sponsor services, claim and call functions. Plans, directs, and implements procedures that will assure a high level of customer satisfaction in accordance with plan policies and procedures. Supervises Plan Sponsor Liaison direct reports.

Fundamental Components
¿Develops, monitors and reviews service performance reports and trends and recommends specific actions or remedies as necessary.
¿Develops and maintains strong collaborative relationships within Operations, as well as with Account Management, Sales, IHAT, Managing Directors, Marketing, PSS, Underwriting and Network management in delivering appropriate service level agreements.
¿Supervises, develops, trains, evaluates and coaches staff to provide value adding customer service while ensuring that quality standards are met.
¿Develops and produces route cause analysis reports for service issues identified
¿Proactive trending and tracking of service issues
¿Recommends process improvements to deliver required Operations service levels
¿Liaise with external vendors, especially in relation to apparent service level breaches
¿Arranges and chairs regular service meetings with internal regional customers, such as Account Management
¿Supports the integrated service delivery relationship between PSS, Calls and Claims for the region
¿Attends occasional meetings with Plan Sponsors/Brokers as required.
¿Deals with service issues escalated from the PSL network (direct reports)
¿Supports the formal complaints procedures by assisting with investigations, co-ordination and resolution
¿Assesses individual and team performance on a regular basis and provide candid and timely developmental feedback; monitors training plans and ensure training needs are met.
¿Establishes a clear vision aligned with company values; sets specific challenging and achievable objectives and action plans; motivates others to balance customer needs and business success; challenges self and others to look to the future to create quality processes, services, and solutions.
¿Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together.
¿Creates and maintains tools, job aids, and training materials to help employees in their efforts to resolve issues and improve their relationship with customers.
¿Collects, analyzes and reports on Operations information in support of process, systems and policy redesign.
¿Effectively applies and enforces company policies and practices, i.e. Attendance, Code of Conduct, Disciplinary Guidelines.
¿Effectively manages cross-functional projects that support the business strategy.

Background/Experience Desired
¿An Operations background
¿Supervisory experience
¿Customer service experience

Education and Certification Requirements
¿Bachelors degree or equivalent work experience.
¿Advanced degree and management experience preferred.

Additional Information (situational competencies, skills, work location requirements, etc.)
¿Strong understanding of customer service needs
¿Negotiation skills.
¿Well organized.
¿Influencing skills
¿Prioritizes tasks effectively.
¿Problem solving skills.
¿Strong project management skills (financial, analytical, planning and implementation).
¿Solid written and oral communication skills, including ability to interact with a variety of external and internal audiences
¿Proven leadership skills including staff development.
¿Business knowledge including health care and Company culture
¿Highly organized and able to quickly prioritize multiple urgent assignments with high quality results.
¿Ability to handle diverse assignments and juggle multiple priorities with ease.
¿Experience with staff selection and development.