Vice President Member Operations

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

The Vice President of Member Operations will play a pivotal role in shaping and executing Ametros’ operational strategy to grow and scale operational teams to achieve key performance goals.   Reporting to the COO, this is a crucial role in our organization for both day-to-day operational success as well as long-term operational strategy, planning, and optimization.   You will have the opportunity to lead by example, foster a culture of empathy and support, and drive operational excellence across our contact center and production environments. This is an exciting opportunity for an accomplished operations leader to make a significant impact in transforming member’s settlement experiences.

RESPONSIBILITIES:

• Strategic Leadership: Develop and execute operational strategies aligned with the company's goals, focusing on process improvement, KPIs, efficiency, and innovation.

• Call Center Operations: Manage call center operations to deliver exceptional customer service and uphold service level standards

• Team Leadership: Lead, mentor, and inspire the customer service, claims processing, and claims administration teams, fostering a culture of excellence, empathy, collaboration, and continuous improvement. Provide coaching and mentorship to staff to foster talent and grow the organization.

• Operational Excellence: Maintain operational excellence by implementing efficient processes, optimizing workflows, and leveraging technology to drive productivity and cost-effectiveness.

• Performance Analysis: Utilize data analytics to monitor operational performance, identify trends, and implement strategies for optimization.

• Innovation: Foster a culture of innovation, encouraging the exploration of new approaches to improve operational efficiency and customer experience.  Drive the design and enhancement of operational systems and technologies to support scalable growth.

• Cross-Functional Collaboration: Collaborate with cross-functional teams, including IT, Engineering, Finance, and Compliance, to ensure alignment across departments.

• Industry Awareness: stay informed about industry trends, best practices, and regulatory requirements, and proactively integrate them into operational strategies and processes

• Risk Management: Implement risk mitigation strategies and ensure compliance with industry regulations and company policies.

• Sales Support: Support managing relationships with external clients and partners, in collaboration with Business Development and Strategic Accounts teammates

REQUIRED SKILLS/QUALIFICATIONS:

• Bachelor's degree required; MBA preferred

• 15+ years’ experience in call center operations

• 7+ years working with a Health Plan / Payer

• 7+ years of experience in people management with demonstrated ability to recruit, manage and grow a high-performing team

• Intentional, effective people leadership, including coaching, delegating, and providing actionable feedback

• Proficiency in data analysis and interpretation to drive data-driven decision-making and operational improvements.

• Ability to identify key performance indicators (KPIs) and establish performance benchmarks to monitor and measure operational success.

• Proficiency in call center, workforce, and claims processing systems.

• Ability to develop business cases and financial models to support operational initiatives and investments.

• Excellent written and verbal communication skills, including proficiency in developing and delivering presentations

• Strong focus on continuous process improvement

• Exceptional leadership qualities, including the ability to inspire and motivate teams to achieve goals and maintain high levels of employee engagement.

The estimated salary range for this position is $185,000USD to $220,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.