Business Operations Team lead – Central Operations will oversee a delivery team with a focus on production levels, service level agreements, quality and process improvement. This position utilizes insurance operations and reporting expertise along with LEAN principles to deliver quality service with a focus on team engagement. The role will work closely with the Operations Team Manager to provide ongoing feedback and support problem solving.
- Lead team in delivery of business operations services including: Workflow oversight & service delivery, Process improvement & Innovation, User acceptance testing and change readiness , Team Development & Engagement
- Ensure established service level agreements are met by team
- Escalate production issues proactively to ensure quick resolution
- Identify, lead and coordinate process improvement opportunities
- Ensure Productivity/Quality Tracking is monitored and accurate
- Coordinate and implement training
- Create and maintain Standard Operating Procedures, as necessary
- Provide coaching and feedback to team members
- Escalate personnel issues on a timely basis
- Track capacity and resources to plan
- Enhance and promote team engagement
- Other duties as assigned