Sr. Manager, H&B Support (Remote) (Finance)

This role is responsible for increasing member satisfaction, retention, and growth by efficiently delivering competitive services to our members through a fully integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.
This role's duties include:
• Maintaining oversight of functions in local service center, including but not limited to customer service, claim, provider services, complaints, grievances, and appeals, implementation, and/or plan sponsor operations
• Executing local strategic and operational plan in support of business segment customer service objectives and initiatives
• Planning, directing, and implementing procedures that will assure a high level of customer access and satisfaction
• Responsibility for the quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems
• Managing a team of professional employees and/or supervisors.

• Oversee the operations in a local service center handling a customer service function, which may include claims, member services
• Develop, monitor, and review performance reports and service performance trends for each account against the plan and recommends specific actions or remedies as necessary
• Develop, train, evaluate, and coach staff to provide cost effective claim and customer service while ensuring that quality standards are met
• Assess individual and team performance on a regular basis and provide candid and timely developmental feedback; monitors training plans and ensure training needs are met
• Establish a clear vision aligned with company values; set specific challenging and achievable objectives and action plans; motivate others to balance customer needs and business success; challenge self and others to look to the future to create quality products, services, and solutions.
• Attract, select, and retain high caliber, diverse talent able to successfully achieve or exceed business goals; build a cohesive team that works well together.
• Create and maintain tools, job aids, and training materials to help employees in their efforts to resolve issues and improve their relationship with customers
• Collect, analyze, and report on operations information in support of process, systems, and policy redesign
• Effectively manage cross-functional projects that support the business strategy.
• Other duties as assigned.