Service Delivery Manager 2
Location: US, OK, Lawton
Employment type: Full-time
Required experience: Mid-Senior level
Required education: High School or equivalent
Industry: Government Administration
Function: Management
Company profile: Novitex Enterprise Solutions, formerly Pitney Bowes Management Services, delivers innovative document and communications management solutions that help companies around the world drive business process efficiencies, increase productivity, reduce costs and improve customer satisfaction. For almost 30 years, clients have turned to us to integrate and optimize their enterprise-wide business processes to empower employees, increase productivity and maximize results. As a trusted partner, we continually focus on delivering secure, technology-enabled document and communications solutions that improve our clients' work processes, enhance their customer interactions and drive growth.
Description: The Service Delivery Manager II is responsible for all aspects of the contracted site services for the federal government's Affordable Care Act.  In order to achieve these objectives, the Service Delivery Manager II is expected to: enhance customer satisfaction, increase employee engagement, grow existing services through marketing initiatives and customer relationship building and maintain a cost effective and profitable site operation. The Service Delivery Manager II under the guidance of the Service Delivery Manager IV (Site Manager) will be the primary interface between Novitex and its customers for the assigned area of responsibility.Responsibilities include, but are not limited to:Manage the department areas to ensure supporting documents for enrollees related to the federal government's Affordable Care Act via paper or electronic format are verified at a high level of productivity and accuracy including data entryIdentify, classify and sort documentsAssociate all scanned images and hard copies of verification documents with an individual’s record in client database Make appropriate annotations in the client database to indicate that new information has been received for record.Communicate with applicants, enrollees, and other relevant individuals to support the efficient processing of documentation. Communication will be conducted through mail, email or limited outbound callingHandle escalated Complex Issue Resolutions from Team to include but not limited to; identify, research, analyze and manage all incoming and outgoing written correspondence related to all complex issuesMaintain Resolution LogPerform basic data entry; prepare and maintain detailed records, files, and reports; to type accurately at a speed consistent with work requirements; and to transfer documents from one location to anotherLift large boxes of paper for storage or production use if requiredUpdate computer records on multiple local databasesResponsible for highly time-sensitive and confidential informationOversee the department's quality control and error ratioSelect, develop, motivate and maintain a properly staffed department so that all work is processed in accordance with service level agreementsCompile, generate and publish reports to ensure internal and external accuracy and productivityConduct performance appraisals and coach employees for performance and developmentProvide clients with updated documentation for all processesDevelop plans for improving production, quality and efficiency by reviewing work flows, procedures, systems and performanceConstantly monitor the workflow and utilize manpower in the most effective manner to ensure satisfaction of all service level commitments and maximization of cost effectivenessResponsible for scheduling any and all vacations, floating holidays and overtime hoursResponsible for maintaining equipment, performing software updates and communications; and any changes to current or forthcoming programs to the departmentMeet critical client expectations and deliver results in a timely mannerIdentify and create the potential for add-on business by developing a deep understanding of the clients' business strategy and needsMaintain constant internal and external contact with the client areas for system changes to ensure that the department runs efficientlyMaintain efficient and accurate updating of customer's accounts and to ensure customer and client satisfaction, these goals are met through example and guidanceManage daily department huddlesBUFFER: This is a short term position up to 2 years with potential for extension beyond. This position offers Novitex full time benefit packages excluding severance and long term disability. This position could become a long term position but this is not a promise of employment for any period of time.
Requirements: Minimum 2 years of experience in a Records Management, Project Management, General Office and/or Administrative Role requiring great attention to detail; in a high volume production environment.Proven leadership experience required; minimum 2 years supervising 10 or more employees requiredStrong computer proficiency in email environments, MS Office, Access, .  Ability to coordinate resources available to provide effective operationThorough knowledge of corporate and legal storage requirementsAbility to perceive and analyze client, employee and technical problems; must be able to develop alternatives and make recommendationsMust be flexible and have the ability to handle many projects at one timeExcellent oral and written communication skillsMust be self-motivated and able to perform with minimal supervisionAbility to complete and write clear/concise reports, procedures and documentationMay be required to lift items weighing up to 50 pounds or the maximum allowed by current State Law with or without accommodationsMay be required to stand for long periods of time with or without accommodationsWillingness to submit to a pre-employment drug screening and criminal background checkMust also pass a Client specific background check to include Credit checkHigh School Diploma or equivalent (GED) requiredPreferred Qualifications:Undergraduate degree preferred although not requiredHealthcare, Insurance Industry or Government experience a plus
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