Manager, Client Setup and Data Operations.

Position Overview:The Manager, Client Setup and Data Operations will be responsible for the management and oversight of the Data Entry and Client Setup Teams within the Service Operations organization. The Manager will maintain and forecast adequate staffing levels to ensure work is performed within established SLAs, quality standards are being met, provide metrics reporting, perform data analysis, and partner with other leaders to identify workflow efficiencies and business solutions. Key Responsibilities:

• Manage the Data Entry and Client Setup Teams on all lines of business supported by Claims Cost Solutions. Ensuring claims data entry and client setup configurations are performed within established SLAs
• Responsible for producing monthly reporting of key metrics and productivity to senior leadership
• Identify trends based on data analysis and partner with senior leadership to determine future business needs and efficiency gains
• Manage and monitor team production and goals; ensuring quality standards are met to ensure data integrity and accuracy
• Identify efficiency gains and enhancements that increase the production and quality of work; partner with the project teams to implement new workflows and system enhancements
• Partner with other Business Leaders to establish workflow efficiencies and resolve escalated/priority items with appropriate urgency
• Develop, update, and maintain departmental documentation. i.e. Standard Operating Procedures, job aides, work flows, etc
• Coach and mentor team members on exceeding expectations, evaluate performance on an ongoing basis and is responsible for annual performance review process
• Serve as a source of reference and escalation for questions, clarification, and resolution for Supervisors and Team
• Meet with departmental leadership team regularly to review team performance, training needs, department metrics and system issues/enhancements. Discuss possible improvements and consistently re-evaluate tools and processes.
• Meet with the leadership on a weekly/monthly basis to report the overall functions of the departments.
• Partner with the Talent Acquisition Team on the interview and onboarding process of new associates.
• Maintain awareness of and ensure adherence to the organization's standards regarding privacy.

• Leadership, coaching and managing with the ability to direct others
• Analytical - ability to understand, reason and draw logical conclusions
• Interpersonal - communicates clearly, and builds relationships both within and outside the organization
• Initiative - a self-starter who follows up on outstanding issues
• Problem solving - effective at resolving issues; results oriented
• Strategic Thinking - ability to develop long term planning and actions tied to improving overall effective and processes
• Change agent - ability to review all aspects of the Customer Experience and provide program improvements

• A minimum of 5 years leadership experience required
• A minimum of 8 years customer service and/or sales experience preferred
• Proficiency with the MS Office Suite required, Oracle/Salesforce experience preferred
• Strong reporting and data analysis skills required, including the ability to produce reports, graphs, dashboards, etc. for senior leadership audience