Global Business Services – Operations Manager (Remote) Job at Mitchell International
$69,594 - $100,000 a year
Company Overview:
Enlyte’s Global Business Services Team seeks an Operations Manager to support and help to drive global partner operations and strategic business initiatives. In this position you will provide leadership and strategic direction to workforce management team members and 3rd Party operation teams. The Operations Manager will be responsible for ensuring that all operational functions of the business run smoothly, efficiently, and effectively. This position is responsible for developing, recommending, and implementing long-range business plans that support service operations, quality, financial and budgetary goals. In addition, this position will drive organizational, business unit and departmental policies, procedures and practices formulated and uniformly applied throughout the department. You will collaborate with the Business Excellence and Strategic Sourcing and Project Management Teams as well as with other business unit management to develop strategy, initiatives, change management and implementation processes to achieve organizational goals.
The Enlyte Family of Businesses
Mitchell | Genex | Coventry
Enlyte is the parent brand of Mitchell, Genex and Coventry, an organization unlike any other in the Property & Casualty industry, bringing together three great businesses with a shared vision of using technology innovation, clinical services and network solutions to help our customers and the people they serve. Our suite of products and services enable our employees to help people recover from challenging life events, while providing opportunities for meaningful impact and career growth.
Job Description :
This position is remote and can be located anywhere in the United States.
Enlyte’s Global Business Services Team seeks an Operations Manager to support and help to drive global partner operations and strategic business initiatives. In this position you will provide leadership and strategic direction to workforce management team members and 3rd Party operation teams. The Operations Manager will be responsible for ensuring that all operational functions of the business run smoothly, efficiently, and effectively. This position is responsible for developing, recommending, and implementing long-range business plans that support service operations, quality, financial and budgetary goals. In addition, this position will drive organizational, business unit and departmental policies, procedures and practices formulated and uniformly applied throughout the department. You will collaborate with the Business Excellence and Strategic Sourcing and Project Management Teams as well as with other business unit management to develop strategy, initiatives, change management and implementation processes to achieve organizational goals.
- Oversee day-to-day operations of the department, ensuring smooth and efficient functioning of all business units.
- Develop, implement, and maintain operational policies and procedures to ensure compliance with industry standards and regulations.
- Manage relationships with vendors and suppliers, including participating in negotiating contracts and resolving disputes.
- Analyze business operations and identify areas for improvement in productivity, efficiency, and cost-effectiveness.
- Develop and implement plans to increase profitability and reduce operational expenses.
- Manage and maintain all company databases, ensuring data accuracy and integrity.
- Provide leadership and direction to staff members, ensuring they are motivated, engaged, and trained to perform their roles effectively.
- Foster a culture of continuous improvement and innovation within the company.
- Conduct regular performance evaluations for staff members and provide feedback to help them improve their performance.
- Analyze, monitor, and evaluate the workforce and production processes by monitoring activities on a real-time basis.
- Works to maintain budget accuracy and improve forecast capabilities.
- Analyzes pending volume to identify and alert to potential bottleneck scenarios.
- Works with outsource business partners to ensure timely production processing.
- Creates dashboards and ad-hoc reports to assist with monitoring and improving the operation.
- Executes both long-term strategies and ever-changing, short-term, and immediate workforce needs.
- Update and maintains SLA/KPI’s with current information for the various processes.
- Ensures quality service and operational performance within the parameters of the customer’s program and delivery standards.
- Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements.
- Responsible for staffing and ensuring program training, including product knowledge, proper language and accent training and support of overall customer requirements.
- Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
- Researches, recommends, and implements process improvements to reduce overall costs.
- 5-10 years of related experience including people leadership.
- Experience with Vendor and/or Workforce Management applications or equivalent, industry standards/requirements, workforce management software, service quality assurance programs, and industry best practices.
- Intermediate expertise in Microsoft Office products including Salesforce, SharePoint, and excellent Microsoft Excel skills.
- Excellent communication and leadership skills, with the ability to motivate and inspire others.
- Strong organizational skills with strong attention to detail and focus on accuracy and quality.
- Good interpersonal and teamwork skills.
- Vendor Management experience a plus.
- Experience working in a fast-paced environment.
- 4-yr. College Degree or equivalent combination of education and work experience.
- Excellent critical and strategic thinking skills.
- Excellent verbal and written communication skills with the ability to present and explain complex information clearly.
- Ability to adapt to change and manage ambiguity.
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