Conduent Benefit Wallet Operations Leader in Cary, North Carolina
Benefit Wallet Operations Leader
Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.
We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.
Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com at https://conduent.taleo.net/enterprise/enterprise/www.conduent.com .
Director - BenefitWallet Operations Leader
The Director of Operations will be responsible for managing all direct operations of BenefitWallet and coordinating and monitoring key operational processes of all contracted vendors and Conduent shared services operating on behalf of the BenefitWallet suite of products. The incumbent will focus on improved operating processes and service level agreement execution of the Company’s account-based products including Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Health Reimbursement Accounts (HRA) and other specialty products. In addition, the Director of Operations coordinates closely with other BenefitWallet executives in call center, sales support, account management, implementation and contracting and accounts payable roles to assure seamless execution on all organization goals that touch BenefitWallet operational processes.
Essential job functions are as follows:
Manage Direct Operations of BenefitWallet
Liaise with segment leader? to make decisions for operational activities and set strategic goals
Plan and monitor the day-to-day running of business to ensure smooth progress
Supervise staff from different departments and provide constructive feedback
Apply process control to all key operational processes to improve the efficiency of business procedures according to organizational objectives and apply continuous improvements
Develop key performance indicators (KPI) for all critical processes and report regular results/ action plans to improve deficiencies.
Coordinate with procurement and hiring processes to assure resource availability and allocation
Oversee customer support processes and organize them to enhance customer satisfaction
Plan, including forecasting and staffing levels, for seasonal volume peaks to ensure service levels are efficiently met
Review financial information and adjust operational budgets to promote profitability
Revise and/or formulate policies and promote their implementationCoordinate and Monitor Operations run by Vendors and other Conduent entities
Manage relationship with call center operations to assure proper service and quality levels and manage coordination of issue resolution between operating groups.
Work closely with technology and product teams to assure roadmap development plans are executed and implemented with quality.
Work closely with implementation teams to assure proper coordination and hand-offs of new client implementations.
Oversee key operational processes of outside vendors such as BNY Mellon record-keeping and depository operations, investments, bill pay, and other critical components of operating model to assure operational excellence and report KPIs.Qualifications:
Bachelor’s Degree- Master’s preferred
7 years of financial product operations experience, preferably in the Consumer-Directed Health industry focused on HSAs and Notional Accounts (FSA, HRA, other health accounts).
Prefer Six Sigma process improvement experience and designations
Proven operational management success in designing, improving, executing, monitoring and reporting on operational activity
Proven people management track record
Expert knowledge of the healthcare industry and current healthcare trends
Strong technical/business writing skills
Strong oral communications skills including ability to interface with clients and partners
Strong analytical skills, computer skills and excellent organizational skills
Ability to work independently as well as on a team with limited supervision
10% to 25% travel may be required
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf .
Job Buck Consulting-NonActuarial
Primary Location United States-North Carolina-Cary
Organization Consumer and Industrials
Unposting Date Ongoing
Req ID: 18023157