Job Family:

Business Operations

Travel Required:

Up to 10%

Clearance Required:

None

What You Will Do:

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.

Leadership and Continuous Improvement:

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. 

Operations:

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.

What You Will Need:

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 companyPrior work experience in a call center or support center in a shift environmentSupervisory experience of 5+ team membersManaging work assignments, adjustmentsPrior experience in developing standard operating procedures and training plan executionAccomplished in client relationships and quality service deliveryUS Citizen

What Would Be Nice To Have:

Ability to speak and read English and Spanish7+ years of Service Delivery experience in a consulting organizationAbility to effectively communicate at all levels of an organization.Undergraduate degree four-year college or universityHas held Supervisory level responsibilities and leading small delivery teams.Strategic and conceptual thinker and plannerStrong 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 skillsInnovative, motivated & able to lead by exampleAbility to initiate and follow through on projects and work independently with minimal supervision requiredProficient in use of Excel, PowerPoint, Outlook and Word

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

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

About Guidehouse
Guidehouse is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.