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Operations Leader- Consumer Functions - Mercer, Urbandale Iowa

Company Name:
Mercer
Title: Operations Leader- Consumer Functions - Mercer, Urbandale Iowa
Location: US-IA-Urbandale
Job Number: URB002AKThe position executes the vision and leads the overall performance of Operations in support of the overall business. Directs the overall staff in the delivery of operations, customer service and administration. Overall accountability for multiple departments including satellite offices. Collaborates with the other business leaders to continuously innovate and improve overall service delivery and customer experience while driving greater efficiencies and managing risk. Defines and develops strategies and business objectives in support of the business. Responsibilities:
o Ensures that company's operational priorities are aligned with total company direction. Works across the organization to understand, influence and implement strategies that support new products and services. o Manages all operational functions that contribute to profitability and the achievement of business objectives. o Manages all outsourcing activity including offshoring to maximize efficiency. o Leads and champions Target Operating Model including vision and implementation to help drive profitability while maintaining superior service. o Responsible for exercising expense control and maximizing revenue generation within the office in compliance with corporate guidelines. o Responsible for achievement of all client and customer facing SLA's including regular reporting and transparency of results, gaps and remedial actions. o Identifies problems or issues in processes and implements solutions bringing bottom line results. o Provides support to client leaders to obtain an understanding of needs and problems resulting in the implementation of systemic changes to improve service based on feedback. o Provides direction to senior department leaders to enhance technology and service delivery to include analyzing, proposing, testing, implementing, training, maintaining and monitoring in order to continuously improve customer satisfaction levels, operational effectiveness and cost efficiencies. o Participates in review and consideration of new business opportunities including analyzing the effect on the operation including the impact on productivity, staffing levels, system capabilities, workstations etc. Collaborate with P&L leaders to discuss the challenges, opportunities and concerns involved with implementation of changes. o Ensures compliance with corporate guidelines relative to SOX compliance and regulatory requirements. o Interfaces with colleagues at all levels within the organization, external client customers, and carriers to ensure maximum efficiency, problem resolution, and regulatory guidelines are met. o Delivers presentations to insurance carriers and clients on operational support relative to the client. Staffing / People Management: o Provides leadership to operational business leaders on strategic initiatives which include ensuring adequate staffing with properly trained personnel, accountability for quality and quantity of work, and guiding and advising subordinates in the more complex phases of their work. o Oversees and reviews recommendations regarding employment, employee performance, promotions, salary recommendations, transfers and terminations. o Evaluates teams on a regular basis to ensure positions within the teams are appropriate and operating to achieve maximum productivity. Makes recommendations for changes as necessary to achieve appropriate staffing levels to meet cost of servicing goals. o Conducts performance appraisals, fosters employee development, interviews as appropriate, and serves as a role model for the operation. People Management: o Has full authority for the following people management responsibilities: o Assigning, directing, and evaluating work o Conducting performance evaluations, progressive counseling and career development discussions o Ensuring appropriate orientation and on-going education/training o Promotion, salary and bonus actions
Qualifications: Knowledge, skills and abilities: o Bachelor's degree required, Master's preferred o Minimum ten years of experience leading multiple functions in a complex operations unit. o Additional five years of specific industry experience o Experience leading large teams of people. o Direct experience managing outsourced solutions including offshore vendors o Proven management experience required, with a focus on goal setting and coaching. o Ability to drive to results by making decisions in a proactive, timely way and establishing priorities with clear goals and responsibilities to achieve results. o Ability to independently formulate solutions and employs and examines all resources available to implement solutions. o Ability to lead change by effectively building commitment and winning support for initiatives. o Strong interpersonal skills with the demonstrated ability to gain the confidence, respect and trust of senior executives, clients and staff. o Ability to conceptualize a project and create a vision. o Demonstrated ability to function effectively as a team-oriented leader, able to work independently but also lead cross-functionally. o Proven ability to exercise sound judgment and strong problem solving skills. o Effective written and verbal communication skills, including the ability to communicate internally as well as externally with remote locations, external partners and clients, and vendors. o Proven negotiation skills with the demonstrated ability to effectively develop and leverage key relationships. o Proven project and time management skills, must be resourceful in developing alternative solutions and meeting deadlines in a real time, fast paced environment. o Must demonstrate strong active listening and follow-up skills, planning, prioritizing, organization, analytical and customer/employee relations skills in the performance of all essential job functions. o Must possess strong presentation skills and demonstrate a comfort in dealing with high level executives. o Strong computer skills and the ability to navigate through multiple systems without assistance, proficient in Microsoft Office. o Ability to lead by example; personal service orientation, attendance, and availability in the department are critical. o Demonstrated use of logic and creativity in decision making. o Must demonstrate professional and ethical business practices, adherence to company standards, and a commitment to personal and professional development. Core competencies include:
o Building and Maintaining Relationships o Critical Thinking and Problem Solving o Managing Resources and People o Professional/Technical Knowledge Job:Operations

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