Team Leader, Operations

Blue Cross and Blue Shield of North Carolina • Remote Flex - North Carolina, NC

1d • $66,998 - $107,197 • Hybrid

About The Position

Responsible for leading a team of departmental staff, including oversight of workload and execution of operational goals. Provides guidance on problem resolution, ensures member and customer satisfaction, and maintains compliance with applicable requirements. Leads performance coaching, development, and trend analysis, and serves as a key liaison between frontline staff, leadership, and cross functional partners.

Requirements

• Bachelor's degree or advanced degree (where required)
• 5+ years of experience in related field.
• In lieu of degree, 7+ years of experience in related field.

Nice To Haves

• Proven leadership or supervisory experience.
• Experience in membership, enrollment, health insurance operations, customer operations, or related business functions.
• Experience leading teams through change while maintaining operational performance.
• Experience partnering with multiple business areas and stakeholders.
• Experience presenting information to leadership, clients, or cross-functional team

Responsibilities

• Manage day-to-day workload to achieve business objectives; provide leadership and direction to the team and execute team goals and expectations.
• Act as a resource for the team; provide assistance on work processes and procedures.
• Foster a positive, accountable, and collaborative team culture.
• Serve as the primary point of contact for operational updates and escalations, including direct, customer facing engagement as needed.
• Ensure employees are properly trained in processes and procedures and respond professionally, courteously, quickly, and accurately to all inquiries from internal and external customers.
• Provide ongoing coaching and development feedback to team members. Conduct regular coaching conversations and formal performance evaluations.
• Collaborate with other departmental teams to establish performance goals and monitor progress against those goals.
• Partner with cross functional teams to identify and address system or process gaps.
• Identify trends, determine root causes, and initiate appropriate action to resolve issues.
• Identify, document, and report system and process problems/trends using root cause analysis and implement solutions.
• Conduct random audits of the team’s work. Review audit results with employees and create performance improvement plans as necessary.
• May develop short and long-term service objectives and methods and implement these methods when approved.
• Respond quickly and accurately to escalated issues from clients and customers.
• May represent the department on corporate projects (i.e., divisional, corporate, etc.).

Benefits

• Medical, dental, and vision coverage along with numerous health and wellness programs
• Parental leave and support plus adoption and surrogacy assistance
• Career development programs and tuition reimbursement for continued education
• 401k match including an annual company contribution

What This Job Offers

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