Operations Mgr II

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Your impact in the Operational Excellence Manager role: Job Responsibilities:Lead and run the day-to-day efforts of a team to perform quality audits and coach analysts for Benefit (Claim) Adjudication, Resolution of Customer Escalations, Outbound Calls, Chat and Email all while ensuring to meet client SLAs/SOPs.Engage and facilitate the use of quality platform and related processes to ensure accurate quality measurement of analysts and behaviors. Work with both internal and external teams to improve analyst behavior as well as the platform to gain better quality results.Address quality findings through coaching and feedback sessions to support the Benefits and Resolution Services team.Lead, coordinate, and attend client call calibration session as well as client audits. Develop and maintain meaningful relationships to gain trust, value, and integrity with clients. Assure that all supporting documentation is prepared and ready for audits.Use performance trends and patterns to make impactful training recommendations and create an effective training strategy that results in improved quality.Suggest, initiate, and lead or coordinate projects in conjunction with other functional areas or subject matter leaders to address specific client quality issues during the course of running our clients’ programs.Coordinate with the trainer in the efforts to develop, maintain and deliver new employee training, refresher training, and as well specific behavior refresher training as identified for all audited functions to include Benefit (Claim) Adjudication and Resolution of Customer Escalations groups:Develop educational material, such as digital presentations, how-to manuals, and instructional ­­videos.Coordinates and conducts training for new hires and department transfers; conducts certification/testing/nesting and all training follow-ups.Lead internal coordination efforts related of clients’ program set up and change management including updates to internal systems, internal knowledge training, and overall implementation of quality program.Lead and coordinate the efforts of implementation of new clients on to the quality platform and team’s support. Lead the development of any additional audited functions as identified.Use customer survey responses to address training and see opportunities to enhance the customer or colleague experience or production/process needs. Assist in survey production if needed.Surveil day-to day customer transactions/processes. See opportunities to enhance the customer or colleague experience through surveilling customer interactions and business transactions for process breaks. Maintain job aids for day-to-day surveillance processes. Provide recommendations for policy and procedure changes that may enhance service productivity or the customer experience.Provide leadership and support to personnel in a fast-paced and constantly changing work environment.Provide strong organizational, analytical, and problem-solving skills while fostering an environment of open communication and partnership.Occasionally when needed conduct quality audits for Benefit and Resolution Services team members that includes benefit adjudication, issue management, chat, email, and call handling.Occasionally when needed conduct training classes for new hire, refresher and behavior refresher training.Additional projects as assigned.Occasional travel.Required Experience:A minimum of 3 to 5 plus years management experience in a quality, customer contact center, debt cancellation, or credit card business segment strongly preferred.Experience as a Contact Center Rep (knowledge of processes, metrics, roles)Exceptional interpersonal skills capable of interacting with senior officers of clients, cultivating strong relationships and demonstrating those relationships with our customers, their employees, and other third parties to the company’s long term benefit.Communicates effectively and persuasively, both verbally and in writing.Strong presentation/facilitation skills.Must be proficient with technology and able to fully utilize Microsoft Office products including Excel, Word, Power Point, and Outlook (Microsoft skills and knowledge are critical for this position; candidates will be tested for proficiency).Manages time and resources effectively through strong organization, multi-tasking, delegation, time management and project management skills.Ability to work independently as well as with teams to meet deadlines.Ability to provide effective feedback during one-on-one coaching.Preferred Experience:Bilingual in Spanish.1 years of training experience, preferably in a contact center environment.Prior project management experience.Learning Management Software (LMS).Education: Bachelor’s degree (BA or BS) from a four-year college or university preferred.We offer youA competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.The salary range for this position is $76,000 - $90,000 annually target bonus. This salary range is an estimate and the actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant’s geographic location.Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; medical, dental and vision insurance, various types of leaves of absence, paid time off, including sick days and vacation days, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits are governed by the applicable plan documents and policies.Our Colleague Experience:From helping clients gain access to capital after natural disasters, to creating access to health care and retirement for millions, Aon colleagues empower results for our clients, communities, and each other every day. They make a difference, work with the best, own their potential, and value one another. This is the Aon Colleague Experience, defining what it means to work at Aon and realizing our vision of empowering human and economic possibility. To learn more visit Aon Colleague Experience.About Aon:Aon plc (NYSE:AON) is a leading global professional services firm providing a broad range of risk, retirement and health solutions. Our 50,000 colleagues in 120 countries empower results for clients by using proprietary data and analytics to deliver insights that reduce volatility and improve performance.Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status. Aon is committed to a diverse workforce and is an affirmative action employer.Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. #LI-AM4 2523032,qualifications:UNAVAILABLE,responsibilities:Your impact in the Operational Excellence Manager role: Job Responsibilities:Lead and run the day-to-day efforts of a team to perform quality audits and coach analysts for Benefit (Claim) Adjudication, Resolution of Customer Escalations, Outbound Calls, Chat and Email all while ensuring to meet client SLAs/SOPs.Engage and facilitate the use of quality platform and related processes to ensure accurate quality measurement of analysts and behaviors. Work with both internal and external teams to improve analyst behavior as well as the platform to gain better quality results.Address quality findings through coaching and feedback sessions to support the Benefits and Resolution Services team.Lead, coordinate, and attend client call calibration session as well as client audits. Develop and maintain meaningful relationships to gain trust, value, and integrity with clients. Assure that all supporting documentation is prepared and ready for audits.Use performance trends and patterns to make impactful training recommendations and create an effective training strategy that results in improved quality.Suggest, initiate, and lead or coordinate projects in conjunction with other functional areas or subject matter leaders to address specific client quality issues during the course of running our clients’ programs.Coordinate with the trainer in the efforts to develop, maintain and deliver new employee training, refresher training, and as well specific behavior refresher training as identified for all audited functions to include Benefit (Claim) Adjudication and Resolution of Customer Escalations groups:Develop educational material, such as digital presentations, how-to manuals, and instructional ­­videos.Coordinates and conducts training for new hires and department transfers; conducts certification/testing/nesting and all training follow-ups.Lead internal coordination efforts related of clients’ program set up and change management including updates to internal systems, internal knowledge training, and overall implementation of quality program.Lead and coordinate the efforts of implementation of new clients on to the quality platform and team’s support. Lead the development of any additional audited functions as identified.Use customer survey responses to address training and see opportunities to enhance the customer or colleague experience or production/process needs. Assist in survey production if needed.Surveil day-to day customer transactions/processes. See opportunities to enhance the customer or colleague experience through surveilling customer interactions and business transactions for process breaks. Maintain job aids for day-to-day surveillance processes. Provide recommendations for policy and procedure changes that may enhance service productivity or the customer experience.Provide leadership and support to personnel in a fast-paced and constantly changing work environment.Provide strong organizational, analytical, and problem-solving skills while fostering an environment of open communication and partnership.Occasionally when needed conduct quality audits for Benefit and Resolution Services team members that includes benefit adjudication, issue management, chat, email, and call handling.Occasionally when needed conduct training classes for new hire, refresher and behavior refresher training.Additional projects as assigned.Occasional travel.Required Experience:A minimum of 3 to 5 plus years management experience in a quality, customer contact center, debt cancellation, or credit card business segment strongly preferred.Experience as a Contact Center Rep (knowledge of processes, metrics, roles)Exceptional interpersonal skills capable of interacting with senior officers of clients, cultivating strong relationships and demonstrating those relationships with our customers, their employees, and other third parties to the company’s long term benefit.Communicates effectively and persuasively, both verbally and in writing.Strong presentation/facilitation skills.Must be proficient with technology and able to fully utilize Microsoft Office products including Excel, Word, Power Point, and Outlook (Microsoft skills and knowledge are critical for this position; candidates will be tested for proficiency).Manages time and resources effectively through strong organization, multi-tasking, delegation, time management and project management skills.Ability to work independently as well as with teams to meet deadlines.Ability to provide effective feedback during one-on-one coaching.Preferred Experience:Bilingual in Spanish.1 years of training experience, preferably in a contact center environment.Prior project management experience.Learning Management Software (LMS).Education: Bachelor’s degree (BA or BS) from a four-year college or university preferred.We offer youA competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.The salary range for this position is $76,000 - $90,000 annually target bonus. This salary range is an estimate and the actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant’s geographic location.Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; medical, dental and vision insurance, various types of leaves of absence, paid time off, including sick days and vacation days, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits are governed by the applicable plan documents and policies.Our Colleague Experience:From helping clients gain access to capital after natural disasters, to creating access to health care and retirement for millions, Aon colleagues empower results for our clients, communities, and each other every day. They make a difference, work with the best, own their potential, and value one another. This is the Aon Colleague Experience, defining what it means to work at Aon and realizing our vision of empowering human and economic possibility. To learn more visit Aon Colleague Experience.About Aon:Aon plc (NYSE:AON) is a leading global professional services firm providing a broad range of risk, retirement and health solutions. Our 50,000 colleagues in 120 countries empower results for clients by using proprietary data and analytics to deliver insights that reduce volatility and improve performance.Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status. Aon is committed to a diverse workforce and is an affirmative action employer.Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. #LI-AM4,skills:UNAVAILABLE,workHours:UNAVAILABLE,jobBenefits:UNAVAILABLE,datePosted:2023-01-26T20:05:00 0000,employmentType:FULL_TIME,educationRequirements:UNAVAILABLE,salaryCurrency:USD,baseSalary:{@type:MonetaryAmount,currency:USD,value:{@type:QuantitativeValue,value:0,minValue:0,maxValue:0,unitText:YEAR}},validThrough:2024-01-26T20:05:57.000Z,industry:UNAVAILABLE,hiringOrganization:{@type:Organization,name:Aon Corporation,sameAs:****Sanctuary,postalCode:30009,addressCountry:United States}}}

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