Healthequity - Remote, OR
posted 3 months ago
The Service Operational Readiness Manager plays a critical role in leading and supporting the execution and delivery of complex change management and process improvement projects that are essential for the Member Services function. This position is pivotal in ensuring that processes are scalable, efficient, and compliant, while also focusing on team member effort and member satisfaction. The role requires minimal direction and offers extreme latitude, allowing the manager to work closely with cross-functional stakeholders to develop efficient solutions across teams and support complex projects. The Service Operational Readiness Manager must be skilled in influencing others, collaborating across different departments, and gaining engagement and support for change and process improvements, especially in situations where direct line authority does not exist. In this role, the manager will be responsible for managing operational readiness project plans for various product, process, and operational launches. They will advocate for servicing teams impacted by technology or process changes, ensuring they receive the necessary support and time to prepare for these changes. Effective communication with the business is crucial, as the manager must ensure that all stakeholders are engaged, trained, enabled, and supportive of transformations. The manager will work closely with cross-functional leaders to drive departmental initiatives and objectives, continuously improving the operational readiness process to ensure internal teams are prepared for change. The Service Operational Readiness Manager will dive into understanding new functionalities and their impact on the business, creating and driving projects accordingly. They will monitor and evaluate departmental effectiveness, success, and ROI, supporting efforts to identify and analyze operational issues while developing and implementing solutions to enhance efficiency and effectiveness. This includes creating project plans for improvements with specific, measurable objectives and timelines, collaborating with department leaders and subject matter experts to keep all impacted parties informed and involved in operational readiness. The manager will also produce and maintain clear project documentation, meeting notes, and cross-communication, outlining processes and procedures as needed, and generating process flow diagrams where appropriate. Additionally, they will facilitate and document processes to support new products or functionalities.