Comfortable with building and vetting complex financial, work force and operational models, Strong written and communication skills in order to communicate with all levels of management, customers, and clients/partners, Ability to communicate effectively at all levels, including concise verbal and written executive-level communications, Ability to communicate verbally both in person and on the telephone, Able to travel frequently throughout Asia / Globe, Solid understanding of managed care and its place in the health care industry, 5-10 years Customer Service experience; Bachelor’s Degree, Familiar with customer service systems and tools; knows industry trends and best practices, Focuses and is committed to leadership development and fostering a collaborative work environment, Ensures an on-going commitment to employee development and training needs, Builds and fosters an environment that is conducive to obtaining exceptional results, Oversees proper scheduling of service model to accommodate business needs & peak call volume, Manages offshore strategic vendor relationship and staffing needs, Develops and provides senior leadership with periodic reporting on emerging issues, opportunities, and outcomes affecting the Record keeping Services Organization, Champions and leads project that impact and influence customer service, Ensures continued focus on documenting internal policies and procedures, Handles long term planning and expense management initiatives, Partner closely with Product on process and regulatory policy reviews, Establishes strong partnerships with functional areas in Service Organization to ensure a positive customer experience is provided, Partner closely with Compliance to support internal and external audit reviews of current processes and policies, Represents the Record Keeping Services for select Finalist Meetings with our Distribution Partners, Partners with the Vice President and GI Service leadership team on strategic business development and key organizational issues that relate to and impact the department, Ensures timely investigation and completion of customers' concerns relating to multiple service functions including but not limited to claims handling and benefit maintenance, FINRA Series 6, 26, and State Insurance License preferred, not required. Well established in administrative environments that are fast-paced and challenging. Arrange all staff in-services as well as work in conjunction with professional services to provide continuing education to territory managers and referral sources. A demonstrated ability to build strong relationships across functional areas is essential. Collaborate with the vice president, peers and business partners and drive at the site, contract and platform level, Support M&R’s compelling customer service value model by driving consumer experience initiatives that integrate a consumer-focused service model, Build and foster relationships within a matrix organizational structure to proactively resolve issues, drive efficiencies and champion the consumerism+ strategy, Work with business managers on all Human Resources initiatives, including compensation planning, performance management, staffing and employee relations concerns / issues, employee recruitment, training, self-directed teaming and employee development, Flexibility to travel on occasion to support growth to new or existing business opportunities, 10 years of increasingly responsible call center leadership experience, preferably in the health insurance industry or another highly regulated industry, Experience in budgeting / finance / cost accounting, Lead the development and execution of the department strategy and annual operating plans, Partner with Legacy SJM Operations and Sales and Marketing managers in US and Canada to maintain consistent visibility with all product/business unit plans, BS degree in business (or equivalent) with a minimum of 10 years-related business and customer service experience, Demonstrated ability to manage people for improved performance, Cardiovascular product knowledge or a demonstrated ability to pick up technical products knowledge, Must project a professional image and have strong communication and leadership skills, Experience in leadership roles related to information services, customer administration, finance and/or training, Experience working in a broader enterprise/cross division business unit model preferred. Present timely, accurate and complete business plans, reports and presentations, Build and foster relationships within a matrix organizational structure to proactively resolve issues, drive efficiencies and champion the consumerism strategy, Lead and develop a high-performance, consumer-centric management team and workforce. Karen has superb interpersonal and communication skills, coupled … Possess strong leadership skills in addition to excellent communication, interpersonal and analytical skills. Supervises multiple Regional Administrative Support Staff members, Maintains effective, productive and professional working relationship with internal teams and external customers and third party vendors, Proactively reviews and interprets performance against customer service standards; provides information and reports to subordinates on interpretation of results and approves changes in plans; presents reports on team and performance, and other related matters and/or participates in key management activities and committees, Actively participate in the design and implementation for improved process and operational policies for Customer Service working with related teams and core process leads, Directs teams’ workflow and ensures that workflow processes facilitate effective and efficient use of corporate resources and enhance customer satisfaction, Develops plans for monitoring department performance. Excellent planning, time management, decision-making and organizational skills are required. Monitor and review systems to ensure information is accurate and timely. Responsible for the review and ongoing staff education of federal and state guidelines to assure and maintain corporate compliance guidelines. Coach, support and set clear targets for the CSC Managers and their teams. Work with 3rd party vendor on content creation for social media for over 16m online fans. Managed outbound/inbound call center with a staff of 100 people, including managers, supervisors, lead representatives, and customer service representatives. Evaluate staffing needs based on department workload, priorities, and future business forecasts/needs, Ensure a high level of employee engagement and satisfaction. Supervised the work of office, administrative, or customer service employees to ensure adherence to quality standards,. My experience and skills allow me to meet challenges and demands that may arise in any position that I hold with more than 30 years of experience. Must be able to work nights, weekends, holidays, and variable schedule(s) as required in a retail environment, Successfully transitioning to our new TRICARE East contract which is approximately double the size of our current contract by 10/1/2017, Reducing inbound call volume through root cause elimination, proactive outreach to members during their treatment journey, more effective leveraging of digital capability, and other means, Developing an outsourcing strategy, where it makes sense, Driving increased member self-service via innovative solutions that include optimization of digital technologies and capabilities, Increasing member satisfaction by implementing programs to meet the consumer where they are, simplifying products and processes, and assisting members in achieving their health goals, Evaluating and addressing existing processes, organizational structure, and operations to achieve significant and ongoing cost reductions, Ability to execute with alacrity and timeliness, Strong collaborator; effectively connects initiatives across departments, Entrepreneurial spirit; strives in environment where initiative & original thinking are rewarded, Demonstrated experience in the tenants of values-based leadership, Fosters a culture of innovation and curiosity, Genuinely cares about people and their success, Believes in participative management, transparency, trust and empowerment, At least ten (10) years of business leadership experience with five (5) or more years in a call center/operations/logistics leadership role in a large corporation (preferably Fortune 250), Proven expertise in running and automating all aspects of a large service-focused operation over multiple and geographically dispersed sites, Experience in a company that has rethought and transformed consumer engagement/experience, A strong commitment to team and professional development, with demonstrated ability to hire, mentor, and develop future leadership talent, Experience with industry-leading customer relationship technology platforms, Proven ability to excel in a dynamic and growing environment, Excellent leadership abilities and management skills with a proven record of strategic-planning, functional transformation, innovation, and change management, Strong track record of driving operational improvements and cost reductions to support the business strategy, ideally having participated in one or more major organizational transformations, Superior written and verbal communications skills, as well as the polish, poise, and “executive presence” to be an effective representative of the business across the Humana organization and in the external marketplace, Bachelor’s degree (preferably in a business major) required, The ability to effectively plan, develop and direct all aspects of a call center as normally obtained through at least seven to ten years experience in a high-volume call center environment (minimum 200 seats) at a manager level or greater, with a proven track record for service excellence, process improvements, integrity and ethics. Prepare, communicate and implement staffing and process improvement plans to meet established department goals. Reviews processes and procedures and initiates activities to streamline process flow and enhance service turnaround time, productivity and quality, Identifies, documents and supports the maintenance of best practices and “lessons learned”, including metrics for assessing progress. Approve overrides, account changes, or other charges, credits, or service transactions when required by company or regulatory policy or procedure as necessary, Proven strong analytical, problem solving, decision making and communication skills, Able to negotiate and influence internally and with advisors, Demonstrated ability to manage multiple priorities and meet deadlines, Demonstrated strong interpersonal and leadership skills, Previous experience leading diverse teams required, preferably within a large-scale client-facing organization, Strong working knowledge of client service processes, policies, techniques, and regulations, Demonstrated ability to lead cross-functional process improvement teams, Previous Ameriprise or financial services industry experience, Leadership or Ameriprise-specific knowledge, Previous experience managing vendor relationships, Knowledge of Ameriprise client and advisor account servicing procedures and policies or financial services regulations and service, Insurance Industry course work such as LOMA, ALU, CLU, etc, Substantial experience working in customer service/advocacy improvementprograms (mandatory), Extensive leadership experience (mandatory), Able to demonstrate successfully implementation of customer centricagenda (mandatory), Demonstrate experience in leading customer service function in a serviceenvironment (preferable), Experience managing Customer Contact outsource functions (preferable), Coaches, counsels, addresses conduct, behavior and performance issues with team, Manages on-site service, call center and logistics operations, Continuously audits and evaluates output with focus on safety, quality, service and efficiency, Represents the customer perspective and partners with managers to develop an aligning customer service strategy, Interfaces and collaborates with Product, Engineering, Sales and Support to address customer feedback and trends, Grows and maintains partnerships with offshore support, and tracks KPI metrics, Partners with Team Leads to identify and remove any barriers to team’s performance, Works closely with People Operations on any decisions/actions affecting employees, Manage a staff of subject matter experts who perform specific customer service related functions and who are responsible for ensuring standard customer service performance across Tribune Publishing, Consistently measure, report and respond to customer service related metrics to drive customer satisfaction, first call resolution, call quality, and customer retention, Work directly with Digital Strategy, Acquisition and Retention teams to support evolution of customer service from a print-centric customer base towards a more digitally focused environment, Identify further opportunities for customer self-service optimization throughout the customer contact pipeline by improving and encouraging automated processing of inquiries, requests and complaints, Optimize efficiency through ensuring standardization in customer service related functions across Tribune Publishing, Continually evaluate, alter and improve our customer service function to respond to changing needs of the organization, new products, new business units, individual initiatives and other activities that impact our consumers, Drive efficient utilization of our outsourced vendor to continuously improve our customer satisfaction, KPI’s and expense, Effectively manage a multi-million dollar contract with our outsourced vendor to maximize benefit and cost to the organization, Develop opportunities for further outsourcing of customer service related back office functions to provide low-cost-provider services to areas throughout Tribune Publishing, Work with all areas of Shared Services to develop and implement strategies to maximize the economies of scale/industrialization that exist, Lead customer service strategy and implementation of any new program or market implementations, Successfully develop, manage and motivate a staff that spans across all publishing markets nationwide. 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