Manager, PPI Operations Claims at VSP Global in Remote

Essential Functions

Lead projects for the division from inception to completion

Develop and maintain strategic partnerships with VSP Division Management Teams; provide business partners and key executives with customer perspective and facilitate timely response to complex business challenges and opportunities

Recommend and implement procedural and systems changes to deliver quality service to internal and external customers

Facilitate change in VSP processes, procedures and systems within the Customer Service Division; develop and implement communication strategies that support VSP and the division Mission, Vision, Value and Goals

Ensure effective communication is maintained within the division and externally. Where appropriate, inform employees as to plans and programs; conduct employee discussion sessions at regular intervals

Build strong customer focused service teams; monitor performance of direct reports; provide prompt and objective coaching and counseling; conduct performance evaluations and recommend salary increases

Prioritize, assign and distribute work to ensure responsibility is at the appropriate level and team member’s skills are developed to support business needs

Identify, consolidate and prioritize training needs and coordinate training programs with the training unit

Monitor turnover, productivity and overall performance to ensure adequate staffing and performance that meets department standards

Ensure qualified candidates are selected for department position through participation and oversight of the hiring process

Assist in the development of the division budget. Monitor expenses to ensure costs are within established levels

Identify and support opportunities for process improvements, resulting in cost efficiencies

Coordinate with other units/departments to facilitate special requests, coordinate tasks and resolve escalated issues

Job Specifications

Typically has the following skills or abilities:

Bachelor’s degree in related field or equivalent experience

Minimum of 5 years of management experience with responsibilities for hiring, training, assigning work and managing performance of direct reports

Working knowledge of Claim systems, business processes and policies and procedures

Knowledge of quality performance monitoring and improvement methods

Demonstrated ability to analyze work processes and implement changes

Excellent written and verbal communication skills

Strong organizational and project management skills

Proficient with word processing and spreadsheet applications

Preferred Skills

Experience managing business and/or system analysis teams

Experience with claims systems and claims adjudication

Experience with Agile methodologies

Project management skills

Tools - SQL, JIRA