Delivery Supervisor – Business Services Operations

Guidehouse • San Antonio, TX

1d • Onsite

About The Position

Working under the general direction of the Delivery Manager, the Delivery Supervisor, Business Services Operations, serves as the primary liaison between the Operations Delivery teams and engagement Delivery Managers. This position will be responsible for the proactive oversight of the Business Services processes. In addition, this position will develop a deep understanding of the Client’s business processes to ensure KPI’s, SLA’s and quality measures are met at both their assigned location and at Delivery Center(s). This position will proactively identify opportunities for improvement initiatives.

Requirements

• Requires a University Degree and minimum 5 years of prior relevant experience; (Relevant experience may be substituted for formal education or advanced degree)
• Five (5+) years relevant experience in a business operations environment or an outsourcing company
• Prior work experience in a call center or support center in a shift environment
• Supervisory experience of 5+ team members
• Managing work assignments, adjustments
• Prior experience in developing standard operating procedures and training plan execution
• Accomplished in client relationships and quality service delivery
• US Citizen

Nice To Haves

• Ability to speak and read English and Spanish
• 7+ years of Service Delivery experience in a consulting organization
• Ability to effectively communicate at all levels of an organization.
• Undergraduate degree four-year college or university
• Has held Supervisory level responsibilities and leading small delivery teams.
• Strategic and conceptual thinker and planner
• Strong verbal and written communication skills, including power point presentation skills at the corporate level, client “C” suite or board level.
• Strong problem solving, marketing analysis and evaluation skills
• Innovative, motivated & able to lead by example
• Ability to initiate and follow through on projects and work independently with minimal supervision required
• Proficient in use of Excel, PowerPoint, Outlook and Word

Responsibilities

• Promotes a service-oriented culture within the organization and assures satisfaction with the quality and amount of support provided for departmental functions, initiatives and projects.
• Continually seeks ways and means for improving the delivery and support of application review Operations activities and programs.
• Understands the job functions of the application reviewers, is aware of process flow across departments, and involves them, as appropriate, when recommended actions may impact their work functions.
• Manage and supervise a team of 5-8 Senior Analysts and Analysts in the review of benefit applications, fraud identification and overall program compliance.
• Oversee team performance regarding production and quality.
• Support Managers and senior leadership with service delivery efforts, such as tracking key performance indicators, SLAa, developing training materials, and evaluating performance, as appropriate.
• Perform quality assurance reviews of team’s work product in accordance with client QA expectations.
• Accurately and thoroughly assessing team, work product quality and leveraging practices consistent with industry standards to provide coaching and constructive feedback to team to ensure quality decisions and appropriate review of potential illegal activity.
• Monitor and manage work queues across processes and prioritize assignments to minimize operational impact.
• Monitor, manage and communicate production metrics on an individual and team level across project resources.
• Create and present quality deliverables that support essential project workstreams.
• Provide guidance to analysts based on client expectations and prior subject matter experience.
• Lead training efforts to ensure consistency and quality across the team through large and small group meetings and 1-on-1 discussions.
• Consistently monitor the assigned team for effectiveness and efficiency and target areas of weakness.
• Serve as performance manager for junior team members.
• Other ad hoc project responsibilities, as needed.

Benefits

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Position may be eligible for a discretionary variable incentive bonus
• Parental Leave
• 401(k) Retirement Plan
• Basic Life & Supplemental Life
• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Emergency Back-Up Childcare Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level