Job Description

Summary: The Manager Shared Services - Teammate Inquiry, is responsible for ensuring efficient and effective service delivery and handling complex inquiries. This position provides guidance in handling inquiries and escalations to make sure all tickets are addressed in a timely and accurate manner. The Manager Shared Services collaborates with cross-functional teams in continuously developing and implementing new ways to efficiently address Clinicians and Clinical Support teammates' needs to better serve Envision patients. The incumbent provides leadership and support to a team of Specialists and coaching for improved performance. The incumbent oversees the implementation and operational workflow of practices and procedures related to teammate inquiry scope, with a specific focus on reporting

Benefits: At Envision, we offer benefits at the speed of your life. Our wide range of health and welfare benefits allow you to choose the right ones for you and your family. Best of all, qualifying employees are eligible to enroll from day one, so you can rest easy knowing you and your loved ones are protected. Envision offers a variety of health and welfare benefit options to help protect your health and promote your wellbeing. The benefits offered include but not limited to: Medical, Dental, Vision, Life, Disability, Healthcare FSA, Dependent Care FSA, Limited Healthcare FSA, FSAs for Transportation and Parking & HSAs.

Paid Time Off: Envision offers paid time off, 9 observed holidays and paid family leave. You accrue Paid Time Off (PTO) each pay period and depending on your position and can earn a minimum of 20 days and up to 25 days per calendar year.

Responsibilities

• Manages employees by supporting, coaching, training, assisting with time management and performing evaluations; should conduct regular meetings with all direct reports.
• Acquires broad HR functional and technical knowledge to handle in-scope services, serving as the subject matter expert for all related inquiry support.
• Is a champion of the use of case management to log cases, monitor cases and escalate inquiries.
• Ensures AskHR tickets are routed appropriately ensuring effective escalation process to ensure issues and inquiries reach resolution.
• Assists in the resolution of moderately complex and escalated teammate inquiry issues and situations; makes final determination on these issues and acts appropriately; escalating to appropriate stakeholders to speed up resolution time and avoid delays.
• Monitors overall customer satisfaction, working with Service Excellence team on implementing strategies to address issues of dissatisfaction.
• Gathers insights on Clinician and Clinical Support pain points to inform process and system improvements within the People Center, collaborating with stakeholders to build more streamlined ways of working.
• Collaborates with the Service Excellence team and other functional leaders to build more streamlined ways of working.
• Establishes a metrics-driven and customer focused culture within the HR Shared Services ensuring overall team achievement of target OLAs; routinely using metrics and feedback for performance and productivity management.
• Leads the development of new processes, incorporating thought leadership and utilizing industry best practices to achieve consistency and standardization, ensuring any proposed new or modified processes are approved appropriately.
• Ensures Standard Operating Procedures (SOPs) and guidelines are well documented and usable for the team.

Qualifications

• Ability to develop and continuously improve HR processes and procedures aligned to the Envision HR service delivery model.
• Knowledge of project management, planning, execution, monitoring, and controlling.
• Ability to handle ambiguity in a fast-paced environment with multiple concurrent tasks and changing priorities. Must be able to follow up in a timely manner on open items
• Strong analytical, problem solving, critical thinking, organizational skills.
• Exceptional customer service skills.
• Experience in managing a team of five or more employees.
• Ability to work both independently and in team-oriented, collaborative environments.
• Ability to lead in a collaborative environment, build consensus and promote the exchange of information among team members.
• Capability and desire to share knowledge with peers, both within one's own department and throughout the wider organization
• Ability to communicate effectively across all levels of the organization; by written, oral, presentation, facilitation, and interpersonal techniques.
• Ability to train and deliver presentations using professional and polished written and verbal communication skills
• Ability to drive established production and quality goals/metrics
• Bachelor's Degree from four-year college or university
• 5 or more years of related experience; or equivalent combination of education and experience required.
• Previous management experience required.
• To perform this job successfully, an individual should have knowledge of:
• Microsoft Office Suite
• Systems and technology that support Oracle and Service Now

If you are ready to join an exciting, progressive company and have a strong work ethic, join our team of experts! We offer a highly competitive salary and a comprehensive benefits package.