Position Description
Serco is seeking a Senior Manager/Deputy Director, Service Delivery to join our talented and dynamic team providing support to millions of consumers seeking healthcare coverage via the Health Insurance Marketplace. This position supports the Service Delivery team, which is responsible for developing processes, operationalize policy changes and provide solutions to facilitate the review and adjudication of consumer applications on the CMS-ES Eligibility Support Contract. The candidate in this role will directly report to the Service Delivery Director and manage product line managers, business process consultants and engage with cross functional leaders in IT, Operations, and Quality teams.
The ideal candidate should have a good understanding of ACA, Marketplace Eligibility and Enrollment, analytical minded, problem solver, comfortable with speaking to a diverse audience and external stakeholders, and able to think through a wide range of issues with confidence. The candidate should be able to work in a very fast-paced environment, handle multiple concurrent competing priorities with short turn-around times. The candidate will provide thought leadership in driving innovation for the existing business process and solution recommendations to increase operational, financial, and processing efficiencies.
If that describes you in a nutshell, we are interested in speaking with you!
This role will primarily be located in Serco's Herndon, VA office.
Duties and Responsibilities
Provide day to day managerial oversight and direction to the Product Line Managers (PLMs) in all aspects of medium to complex projects from inception through completion, in a multi stakeholder environment, on time and within budget.
Oversee effective implementation of business processes requirements, operationalization of policy changes, pilot projects and other consumer outcomes improvement efforts.
Lead Cross functional product line team collaboration and engagement activities.
Provide thought leadership in driving innovation for the existing process and improve operational, financial and process efficiencies.
Lead business process innovations discussions with product line managers and marketplace integration team.
Ensure awareness of all the production and consumer impacting priority issues for the product lines and advise PLMs on the workarounds and associated client communications/ leadership escalations. Ensure priority issues are escalated to the SD Director in a timely manner.
Assess financial impacts of process changes within each product line and escalate critical decision points, risks and mitigation solutions to the SD Director in a timely manner.
Perform document review of White Papers, SOPs, Project Charters and Business Requirement documents (BRDs) across multiple product lines and provide approvals as needed.
Maintain strong working relationship with internal and external stakeholders and provide subject matter expertise to clients to ensure resolution of issues.
Monitor and ensure SLA and average handle times are met to drive the improved business and consumer outcomes.
Ensure all client deliverables meethigh quality standards.
Provides regular status updates to the SD Director, Program leadership and client.
Manage team and individual performance to sustain high-performing team.
Responsible for fulfilling staffing needs, hiring and retaining high talent for all product lines. Participate in recruitment and interview process.
Support SD Director in the development and successful implementation of the Service Delivery and program goals and objectives.
Participate in strategy sessions with program leadership, PLMs, cross functional teams and/or client as directed by the SD Director.
Develop improvement strategies and effectively communicate recommendations to leadership.
Prepare presentations and briefings on the business process changes and benefits for SD Director and leadership.
Support Business Development opportunities and proposal efforts including proposal writing, participating in reviews.
Represent Service Delivery in the absence of SD Director and provide coverage and backup for SD Director.
Qualifications
To be successful in the role, you will have:
Bachelor's degree in computer science or related field from an accredited institution with 10 to 12 years of relevant work experience and demonstrated experience in leadership role.
Managed a team of about 20 or more employees, including managers.
Demonstrated experience leading complex, dynamic projects in a fast-paced environment.
Demonstrated experience with business process re-engineering and management.
Managed multiple competing priorities with short turnarounds
Familiarity with software development life cycle (SDLC) methodology and best practices.
Strong problem-solving skills and ability to learn quickly, distill complex scenarios into easily understandable synopses
Works with minimal supervision with wide latitude for independent judgment
Teamwork approach to conflict resolution, inter-group activities.
Strong organizational, interpersonal, and Client management skills.
Strong verbal and written communications skills.
Enjoy working in a collaborative and team environment.
Project Management Professional (PMP) certification
Travel may be required.
Additional desired experience and skills:
HHS/CMS/CMS eligibility support
Yellow/Green Belt certification
Experience with SDLC Methodologies - Agile, SCRUM, Waterfall.
Knowledge of writing SQL.
Familiarity with JIRA, Confluence, Microsoft Suite, and SharePoint.
Ifyou love high profile and challenging projects,if you are interested in supporting our mission and working with a passionate team,Serco has a great opportunity for you! Submit your application now for immediate consideration. It only takes a few minutes and could change your career!
Company Overview
Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has over 9,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco .
If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .
COVID-19 Regulations: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).
Click here to apply now (https://careers-sercona.icims.com/jobs/51867/service-delivery-deputy-director/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834477830)
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ID 51867
Recruiting Location : Location US-VA-Herndon
Category Project/Program Management
Position Type Full-Time
Security Clearance None
Telework Yes - May Consider Occasional/Part Time Teleworking for this position
