Job Description

The Director - Operations Business Support will strategically lead programs and corporate initiatives on behalf of the Membership, Enrollment, Benefits, and Documents Teams for the Operations division. They will partner cross-functionally to enhance and optimize end to end processes. They have a passion for cultivating ideas, facilitating, and implementing process improvement initiatives across the business by driving business readiness and change management activities that are focused on ensuring optimal member engagement and experience. They are a people-leader who is passionate about team member growth and development. They love to teach and understand the benefits of transparent, dedicated leadership, because the team members’ individual achievements mean success for Wellmark. They are proactive, analytical, intellectually curious, innovative, and partner effectively with all levels within the organization.  

Qualifications

Required:

• Bachelor’s degree in business, health care administration or related field or equivalent work experience required. 
• A minimum of 7 years of experience in a highly complex industry such as insurance or financial services; including experience in claims, membership & enrollment, and customer service or contact center environment with extensive knowledge of related systems. Including: 
  • Prior experience leading and managing enterprise-wide programs/projects. Oversight and execution of full program lifecycle, including program sponsorship, driving business engagement and readiness and technical support. 
  • Demonstrated experience formally leading a team, setting clear expectations and performance goals, holding the team accountable for delivering positive results, and providing opportunities to develop team members’ skills and experiences. 
• Experience demonstrating effective resource management/planning, budgeting, forecasting and strategic planning. 
• Critical thinking, analytical problem solving, and workflow management skills; demonstrated ability to develop understanding and appreciation for upstream and downstream impacts in processes. 
• Continuous improvement focus; demonstrated ability to simplify business processes through the application of process/quality improvement tools/techniques and project management processes/methodologies including successfully leading change management efforts. 
• Demonstrated customer and partner relationship management skills, including effective communication, presentation, negotiation, and conflict resolution skills; ability to solicit cooperation and action from others not under their direct report by creating a sense of urgency and a teachable point of view. 
• Excellent track record in mentorship and development of direct reports, as well as evidence of positive influence of senior leaders and effective team skills. 
• Proven track record of developing highly effective, collaborative relationships with executives, divisional leadership or operational teams resulting in the consistent development and delivery of strategic business planning solutions. 
• Advanced ability to balance industry expertise and business acumen with strong understanding of the customer. Ability to generate innovative solutions and establishes clear expectations to meet goals and objectives. 
• Exceptional written and verbal communication skills with the ability to articulate actionable business implications and recommendations to varying audiences, including senior leadership and executives. Strong presentation skills, negotiation skills, and the ability to influence others to achieve business results. 
• Highly motivated, adaptable and flexible with strong change management skills. Ability to prioritize strategic initiatives, align appropriate resources, clearly articulate expectations to others, and motivate teams in order to achieve success. 

Preferred:

• Master’s degree in business (MBA) or health care administration 
• Process Improvement and/or Business Project Management experience 
• Prior experience leading technical teams 
• Prior vendor management experience; including managing contracted resources 
• Experience in a SAFe Agile Product Centric Environment