Partner with leadership to lead change by managing strategic initiatives to meet business needs
Assist project managers in prioritizing work across multiple projects by ensuring they understand deadlines, level of effort required, and client priorities
Embrace quality and excellence best practice models and effectively implement quality standards within the team
Ensure team is meeting client deliverables in a cost-effective manner, including all contractual service level agreements; actively work with team as needed to address any quality concerns quickly and proactively
Collaborate with onshore stakeholders in developing business and/or operational plans and delivering planned performance which creates opportunities to reduce operational bottlenecks, on-time client delivery and process excellence
Lead process enhancement/continuous improvement projects by leading gap analysis, developing to-be processes, identifying areas for improvement and training needs and ensuring training materials are created
Maintain effective governance, control systems and compliance requirements of the company
Oversee metrics to meet strategic objectives, evaluate and effectively manage performance of the team in line with the Service Level Agreements
Continuously review and establish a robust performance measurement structure
Review staffing and workload management for capacity assessments
Drive consistency of team methodology, process, and deliverables
Support a handful of clients/projects that the pharmacy team is responsible for to build and maintain in depth knowledge of the process and community being supported
Assist with interviewing and selection of team members and serve as a role model and mentor your team and others
Responsible for developing team through coaching and team building while serving as an escalation point for the Operations issues and complaints
Conduct periodic and annual performance reviews for all direct reports
Oversee team performance against established quality, security, efficiency, and client delivery standards
Qualifications
Qualifications
Skills
Exceptional communication skills along with strong writing and editing skills in English
Able to manage diverse processes with multiple stake holders
Proven ability in delivering excellent levels of client service
Preferably experienced in conducting transitions/ knowledge transfer activities
Ability to establish robust performance measurement structure
Highly developed critical thinking and analytical skills
Demonstrated leadership and vision in managing staff groups and major projects or initiatives
Excellent interpersonal skills and a collaborative management style
Proven ability to establish relationships and work collaboratively with team members at all levels within and outside of the GDC to effectively deliver internal and external client needs
Continuous improvement mindset increasing quality task efficiency and effectiveness with each product or service repetition
Competencies
Focusing on Clients
Working in Teams
Driving Quality and Excellence
Fostering Innovation
Influencing Stakeholders
Developing Talent
Adapting to Change
Experience
6+ years relevant experience (PBM), 5+ years Team Leader experience
Experienced leader with proven ability in managing service delivery teams will be preferred
Knowledge and experience in organizational effectiveness and operations management, implementing best practices
Project management experience
Experience with vendor management
Experience with creating standard operation procedure and quality checklists
Proficiency in English language required
Experience working with US based consulting, pharmacy benefit management or health care firm (preferred)
