Houston Headquarters, 3010 Briarpark Dr, Houston, Texas, United States of America Req #51
Tuesday, September 17, 2024
Company Description
JOB SUMMARY
The Technology Operations Solutions Leader (TOSL) is responsible for working with operations, product and technology team members to ensure the alignment of technology and product solutions with business operations. This individual will play a pivotal role in ensuring that the organization's technology infrastructure, processes, and tools and new product solutions are optimized to support operational excellence, efficiency, and scalability. The TOSL is also accountable for developing methods to ensure that all clients are utilizing the full potential of the administration platform, developing standards and best practices related to system configuration and processing and driving the deployment/adoption of those standards throughout the client base. The ideal candidate will be a strong leader with a deep understanding of both technology and business operations, capable of driving transformational initiatives that support superior client delivery, continuous improvement and measurable value to the organization.
ESSENTIAL DUTIES AND RESPONSIBILITIES
In partnership with Operations Business leaders, drive visibility to book of business performance and lead the team to understand and improve book of business dashboard metrics, including client satisfaction, client profitability, change management tickets, case management, and data checks
Collaborate with technology, product, and operations leadership to identify opportunities for technology-driven improvements in business processes and client delivery performance
Drive operational efficiency and other cost management activities to reduce costs across Operations
Serve as subject matter expert working with product and technology to develop and advise on new base system functionality and solutions, as well as developing and deploying rollout strategies, communication, and measuring adoption
Ensure that technology solutions are scalable, sustainable, and aligned with industry best practices
Actively participate in Enterprise Technology Services meetings, Product Management activities and Application Development Sprint Planning to help shape the future of Empyrean's platform
Provide input to the Product Roadmap
Serve as subject matter expert and coach to other technical resources across Operations to drive greater proficiency, depth, and engagement
Demonstrate in-depth knowledge and understanding of current and new system functionality; is able to effectively convey to and consult with clients regarding changes and decisions that may impact them; escalate gaps in functionality as appropriate
Establish and maintain a culture of continuous improvement, facilitating the adoption of new technologies and methodologies that are essential to client retention, enhance operational performance and create capacity to support new growth
Monitor industry trends and emerging technologies to identify opportunities for strategic investments in technology
Promote a culture of accountability, high-quality service, and innovation across the Enterprise
Ensure that compliance regulations are met across book of business, including SOC1
Participate in Business Development activities - including but not limited to client demos, site visits, and RFP information collection
Participate in prospective employee interviews and work closely with HR on recruiting efforts
Support new hire onboarding, including oversight on training for extended learning
Participate in strategic corporate projects, including improvement initiatives led by the Continuous Improvement team
Perform other job-related duties as assigned
REQUIRED SKILLS AND ABILITIES
Advanced level required in MS Excel, Critical Thinking and Attention to Detail
Continuously builds Health and Welfare domain knowledge
Advanced level of SQL proficiency
In order to be successful in the above mentioned responsibilities, experience in the following skills are required:
Confluence, CRM, JIRA, MS SQL, MS Excel
Business Acumen, Coaching, Data Analytics, Deductive Reasoning, Process Improvement, Quality Assurance, Requirements Implementation and Interpretation, Research, Risk Management, Root Cause Analysis, Technical Documentation, Testing, Project Management, Resource Management, Relationship Building
Accountability, Adaptability, Attention to Detail, Collaboration, Conflict Resolution, Critical Thinking, Customer Orientation, Decision Making, Delegation, Emotional Intelligence, Learning Agility, Listening, Organizational Skills, People Management, Prioritization, Problem Solving, Responsiveness, Teamwork, Time Management, Verbal and Written Communication
In lieu of Bachelor's degree, equivalent years of experience in business analytics, management information systems, human resources management, benefits administration or a related field
4+ years of experience as a Sr Business Systems Manager or Sr Systems Configuration Lead at Empyrean
Possesses advanced Health and Welfare domain knowledge
Experience in health insurance and/or benefit administration is a plus
Experience with SQL and a working knowledge of relational database systems preferred
Knowledge of case or ticket management systems such as CRM or Atlassian JIRA
Understanding of testing methodology and test planning
Advanced understanding of technology platform in terms of configuration and day to day functionality, business processes and capabilities
Direct external client interfacing experience required
Strong understanding of business operations and the ability to align technology initiatives with business objectives.
Experience leading large-scale technology projects and managing cross-functional teams
Excellent communication, leadership, and stakeholder management skills
Strong problem-solving abilities and a strategic mindset
Knowledge of emerging technologies and industry trends, with the ability to apply them to drive business value
Or, any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered
Disclaimer: Managers have the right to assign or redesign the responsibilities of the above mentioned job description without notice and at any time
Empyrean is an Equal Opportunity Employer: including disability and veterans
