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Senior Manager, Outsourcing Operations

2 months ago

Phoenix, Arizona, United States Blue Cross Blue Shield of Arizona Full time
Job Title: Senior Manager, Outsourcing Operations

Blue Cross Blue Shield of Arizona is seeking a highly skilled Senior Manager, Outsourcing Operations to join our team. As a key member of our organization, you will be responsible for overseeing the management of business partners (vendors) supplying outsource services to the organization.

Key Responsibilities:
  • Strategize and prioritize with Business leaders' functions that are appropriate for outsourcing, ensuring a financial payback and a sound vision and plans are in place.
  • Develop and execute the sourcing strategies for the identification, evaluation, and selection of qualified vendors, coordinating with other teams to define technical and operational requirements and criteria for vendors and manage the RFI/RFP process.
  • Decompose and build process excellence into each function before outsourcing to assure the most cost-effective and highest quality outcome.
  • Drive all strategic planning activities for the Outsource Management teams to achieve BCBSAZ goals and ensure future success.
  • Align vendor agreements and service level agreements to achieve business performance and cost objectives.
  • Lead all activities related to the tactical planning, implementation, and management of all new functions being outsourced or the expansion of existing functions.
  • Assure statistically valid audits are performed on all functions outsourced and are in accordance with contractual obligations.
  • Co-manage vendor leadership in partnership with service operations functional leadership.
  • Assure that outsource vendor audit and reporting is completed by established deadlines and early warning flags are embedded in core processes.
  • Assure that proper change management protocols are followed to maximize benefit and alleviate unnecessary disruption in the organization and to our customers.
  • Develop and implement tactical and operational plans for all system releases affecting any procedural changes the vendor partners perform on our behalf.
  • Develop and maintain vendor performance scorecards and monitor performance results to ensure that SLAs and other contract terms are met.
  • Track and monitor performance issues and ensure corrective actions are timely and effective.
  • Ensure all the correct reporting and metrics are available so that early indicators of issues create a clear line of sight for internal management.
  • Work with the vendor partners to create proactive solutions to avoid missing service levels or degradation in quality.
  • Monitor the financial viability and management stability of vendors, including quarterly risk management assessments to review vendors' quarterly results, corrective actions, compliance with contract requirements, and turnover.
  • Regularly report progress on key vendor relationships and the effectiveness of outsource arrangements.
  • Create communication forums internally to provide transparency and documentation of vendor performance issues and solicit ideas for improvement.
  • With vendor partners, develop and implement processes to enable continuous improvement in performance, efficiency, and value delivery.
  • Identify Contract and SLA improvement opportunities and collaborate with vendors and internal business areas to implement improvement plans.
  • Perform delegation oversight and reporting on business processes delegated to vendors.
  • Coordinate with Finance and business owners on vendor contract payment terms and provide oversight to the review, reconciliation, approval, and payment of vendor invoices, including applying vendor credits/penalties when necessary.
  • Manage demand forecasts and keep vendors informed on developments in the organization or market conditions that may affect demand for vendors' services.
  • Coordinate with Corporate Integrity and Information Security Services on risk identification and mitigation related to items such as privacy, security, and business continuity related to services provided.
  • Lead the development and implementation of a BPO Center of Excellence to share best practices, provide a common set of policies, procedures, and tools, and drive consistency in vendor management practices.
  • Represent Outsource Management in a professional manner, encouraging operational improvement.
  • Maintain effective working relationships to ensure teamwork in achieving corporate goals.
  • Perform as a 'change agent,' constantly challenging conventional thinking, approach, and current ways of doing business.
  • Administrative: Oversee day-to-day departmental administration by coaching and motivating departmental personnel to make maximum use of experience and skills.
  • Assume responsibility for identifying resources and training needs while fostering opportunities for staff growth.

Requirements:

  • 5 years of leadership and process management experience
  • 5 years of business operations experience
  • 5 years of experience in business/systems analysis, technical implementations, or implementing corporate projects
  • 3 years of experience in the Health Insurance field
  • 2 years of experience in project management and process improvement
  • High School Diploma or GED in a general field of study

Preferred Qualifications:

  • Strong vendor management skills
  • Knowledge of internal controls, risk assessment, and vendor due diligence
  • In-depth understanding of technical capabilities
  • Knowledge of the healthcare industry
  • Advanced PC proficiency
  • Advanced proficiency in spreadsheet, database, presentation, and word processing software

Our Commitment:

Blue Cross Blue Shield of Arizona is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other protected group.