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VP Benefits Service Center Ops

Primary Location: High Point, North Carolina
Additional Locations: NC-High Point
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POSITION SUMMARY
bswift is currently seeking a Vice President of Benefits Service Center Operations to join our growing team. This role will be located in the High Point NC area and will have direct responsibilities for location growth in addition to overseeing and leading all management operations of our locations in Chicago IL, Fresno CA and Costa Rica. The primary objective of the position is to lead, empower, manage and grow teams of people across multiple locations that produce raving fans through their ongoing service and support of bswift clients.

RESPONSIBILITIES:
  • Responsible for Service center (inbound, outbound, chat, email ) operations
  • Exceeding all company goals for service performance and regulatory requirements
  • Hire and equip great people that reflect our core values
  • Directly manage, grow and enhance all workforce management capabilities.
  • Drive improved forecasting and accuracy with a continued focus on optimization
  • Own and execute all aspects of our clients annual enrolment program pertaining to delivery excellence and KPI attainment
  • Develop, design and implement strategy tactics to continuously improve KPIs that improve the customer experience
  • Drive voice of the customer in delivery and strategy across all levels of the organization
  • Support center of excellence leadership to enhance and improve all aspects of delivery in quality, L&D, and knowledge management capabilities
  • Manage 3rd party service providers that perform activities for the Service Center, including staffing vendors (Negotiating and managing vendor agreements/contracts)
  • Direct the development and execution of operational business processes through use of technology and automation tools
  • Responsible for daily, weekly and monthly performance and compliance reporting
  • Monitor and report on achievement of committed action plans to senior management
  • Lead all efforts in the execution of ramp up and service delivery excellence in our newest location in High Point NC (Due to open July 2019)
  • Function as the executive escalation point for key clients
  • Coordinate with bswift client services, COBRA/FSA, and billing teams
  • Directly manage one or more key client relationship(s)
  • Actively participate as a member of the Sales & Service Leadership Team
  • Represent our Service Center delivery, brand and vision for prospective clients
  • Assist in product development & quality assurance efforts as required

REQUIRMENTS:

  • 10+ years of client relationship and Service Center experience
  • Significant experience with multi-channel service platforms that match service channels (i.e. Call, chat, portal, text, etc.) for the best value
  • Experience with vendor and contract management
  • Must live within commuting distance to High Point NC office.
  • Willingness to work nights, weekends and travel up 50% of time when necessary
  • B.A. or B.S. required


QUALIFICATIONS:

  • Extensive experience with cloud based CRMs, dialer systems, agent performance, skill based optimization and workforce management tools
  • Must be an exceptional communicator, able to explain bswift's services in an informational, influential, concise, uplifting, and personable manner at all levels of the organization
  • Successful manager of talent, with the ability to identify, select, develop, retain and manage high performing teams across multiple locations
  • Thrives in a fast-paced environment that relies on the ability to multi-task and balance multiple, competing priorities, yet still able to balance that energy and drive with sensitivity and compassion
  • Works across boundaries easily and effectively, building internal and external relationships in a collaborative fashion
  • Detailed knowledge of employee benefits and related technology solutions
  • Significant health & welfare client relationship management experience

ADDITIONAL JOB INFORMATION
bswift offers software and services that streamline benefits, HR and payroll administration for employers and public/private exchanges nationwide. bswifts state-of-the-art cloud-based technology and outsourcing solutions significantly reduce administrative costs and time-consuming paperwork, making life easier for administrators and millions of consumers who enroll in benefits with bswift.

bswift is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.





Benefit eligibility may vary by position. Click here to review the benefits associated with this position.



Aetna takes our candidates's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Click To Review Our Benefits (PDF)

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