Manager, Business Enablement

VSP Vision Care•Town of Owego, NY

About The Position

Manage team of business and systems analysts that support enterprise-wide corporate projects and strategic initiatives. Provide strategic direction and management in the areas associated with maintaining a complex service environment to ensure vital services and systems, continuously meet Customer Service and Sales business needs. Manage business analysts working on the enterprise-wide corporate projects and strategic initiatives to ensure quality is delivered at highest standards. Allocate staff to align with business priorities, and staff skill/development. Support project issues/resolution efforts including understanding and analyzing critical project issues as needed. Support the standardization efforts for platforms across sales, marketing, and customer service processes across the enterprise. Manage internal resources to ensure business needs are clearly understood then delivered as agreed for automated solutions. Similarly, manage expectations regarding the agreements for meeting the business needs. Educate business partners regarding applicable sales, service and marketing technology, functions and processes that are available and practical to assist in achieving their business goals. Coordinate with other units/departments to facilitate special requests, resolve workflow issues, production issues and escalated customer inquiries. Assure effective communications are maintained within Business Enablement and externally. Act as a subject matter expert for operational processes in a sales and service environment. Establish effective relationships with direct reports and maintain/improve employee satisfaction as defined through company measurements including upward evaluation, employee satisfaction survey, retention, etc. Manage interactions with outside vendors for maintenance and services.

Requirements

Bachelor’s degree in related field or equivalent experience
Minimum of 3 years of management experience with responsibilities for hiring, training, assigning work and managing performance of direct reports
Previous experience in a fast-paced customer service or sales environment
Demonstrated ability to provide services and support for complex systems or issues
Excellent interpersonal skills to facilitate, educate and build strong business partner relationships
Ability to communicate to all levels of the company
Strong organizational and project management skills
Proficient with spreadsheet and word processing applications; ability to work with a variety of system applications.
Ability to analyze work processes and make recommendations to improve department efficiency
Excellent problem solving and analytical skills
Excellent verbal and written communication skills, including the ability to present technical information in a user-friendly format

Responsibilities

Manage team of business and systems analysts that support enterprise-wide corporate projects and strategic initiatives.
Provide strategic direction and management in the areas associated with maintaining a complex service environment to ensure vital services and systems, continuously meet Customer Service and Sales business needs.
Manage business analysts working on the enterprise-wide corporate projects and strategic initiatives to ensure quality is delivered at highest standards.
Allocate staff to align with business priorities, and staff skill/development.
Support project issues/resolution efforts including understanding and analyzing critical project issues as needed.
Support the standardization efforts for platforms across sales, marketing, and customer service processes across the enterprise.
Manage internal resources to ensure business needs are clearly understood then delivered as agreed for automated solutions.
Manage expectations regarding the agreements for meeting the business needs.
Educate business partners regarding applicable sales, service and marketing technology, functions and processes that are available and practical to assist in achieving their business goals.
Coordinate with other units/departments to facilitate special requests, resolve workflow issues, production issues and escalated customer inquiries.
Assure effective communications are maintained within Business Enablement and externally.
Act as a subject matter expert for operational processes in a sales and service environment.
Establish effective relationships with direct reports and maintain/improve employee satisfaction as defined through company measurements including upward evaluation, employee satisfaction survey, retention, etc.
Manage interactions with outside vendors for maintenance and services.