Manager Vendor Management Contact Center Remote US

Profile

Description

Responsibilities

Humana is looking for a Partner Business Operations Manager (more commonly known as a Manager, Vendor Management) to lead our Partner Business Operations (PBO) Team. The PBO team is primarily responsible for the processes/tasks associated with ensuring operational excellence between Humana and the partners (also known as vendors) and focuses on long term strategic initiatives between Humana and the vendors to ensure success.

This is a unique role as the Partner Business Operations Manager is not as heavily focused on interacting directly with the partners/vendors (less travel, less site visits and relationship focused), but rather helping to develop internal team processes, best practices, strategies that help to enable partner success and long term outcomes. Expectations of this role include contributions to an organization focused on continuously improving the member experience. We are looking for a leader that is passionate and strategic about talent development/succession planning and to act as a Humana enterprise leader.

Key Functions:


Support multiple contact center BPO suppliers covering 8 sites and >1,000 associates, both domestic and nearshore, within the Individual Medicare segment
Develop and implement programs to establish and maintain performance and adherence to contractual agreement, as well as developing programs to focus BPO's on the Humana member experience
Act as a Budget Consultant to bridge the gap with finance and vendor management
Collaborate internally to deliver consistent messages across all BPO's
Oversee development and implementation of policies and procedures within the Partner Business Operation work stream
Build and oversee a high performance team (approx. 5 directs) that includes clear roles/responsibilities, training and quality to monitor and improve BPO performance
Align team processes to add value and support of overall organizational goals or strategy and provide on-going oversight and monitoring of team performance to well defined metrics
Demonstrate a strong understanding of budgets and financial responsibilities - including leading initiatives that have positive financial outcomes
Strong collaboration and partnership with supporting Humana teams including Member Support, IT, Legal, Compliance, Procurement, and Security Operations
Maintain a strong interdependence with Manager for Partner Relationship Management to align on consistent execution and strategies between PBO (Partner Business Operations) & PRM (Partner Relationship Management)
Create and lead presentations (may require translating complex data points into actions) to Humana senior leaders as well as BPO senior leaders


Based on current guidance from the CDC, local and state governments, and Humana leadership related to the coronavirus (COVID-19) outbreak have extended travel restrictions until further notice. The policy will be reassessed as the situation warrants. Once these restrictions are lifted this role may require up to 25% overnight travel including international depending on business needs.

Required Qualifications


Bachelor's Degree or a minimum of 3 years of progressive leadership in a call center and/or metric-intensive operational environment
3 years of direct people leadership and development experience
Previous experience with client and/or vendor management
Strong financial acumen as it pertains to invoicing, budget planning a MUST
Ability to monitor and recommend improvements to increase team productivity by providing leadership, expert advice and assistance, as needed
Prior demonstrated experience with project management, process improvement or process design
Effective communication and formal presentation skills; ability to speak with line associates and deliver presentations to senior leaders of Humana
Proficient in Microsoft Office applications Word, Excel and PowerPoint
Demonstrated problem solving skills; ability to give direction and make sound business decisions
Must be for overnight travel (domestic and international) up to 25% depending on business needs


Work at Home Requirements


Must have the ability to provide a high speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 10x1 (10mbs download x 1mbs upload) is required
A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information


Preferred Qualifications


5 years leadership experience over a large metric-intensive multi-site operational units with a span of control of 250 associates
Prior Experience in healthcare or insurance setting
Strong understanding of Human Resource principles
Six Sigma, Lean (or other quality program) experience


Additional Information


This is a remote role working-from-home anywhere in the U.S and must meet the above mentioned Humana Work at Home Requirements.


Scheduled Weekly Hours

40

Company info

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