Supervisor, IT Operations

Job Description

Supervises strategic business planning and development by driving and influencing the application of strategies for gathering of data to achieve business objectives and informing key business decisions. Leads project execution and management by overseeing direct team members’ collaborations with stakeholders across teams and applying strategies to ensure expectations are met. Supervises process monitoring and improvement by supervising team members to perform routine and complex processes and defining requirements. Promotes legal, regulatory, and compliance adherence by supervising teams to ensure others are provided with information on new or updated organizational and departmental policies, guidelines, and procedures. Supervises the development of policies and procedures by implementing and enforcing organizational policies and procedures pertaining to applicable functions and scope. Supervises training efforts for customers by supervising team members who develop training requirements to ensure compliance with regulatory and internal standards.

Essential Responsibilities                                                                            

• Access Management
• Supervise staff and manage the performance related to agent access management
• SOPs
• Meeting quality and production standards
• Managing issue/escalations
• Managing process improvements
• NSES Incident Response: Lead and supervise
• Incident logging: Recording details of the incident.
• Incident categorization: Classifying the incident based on its nature.
• Incident prioritization: Determining the urgency of the incident.
• Incident assignment: Assigning the incident to the appropriate team or individual.
• Task creation and management: Creating tasks to address the incident.
• SLA management and escalation: Monitoring service level agreements and escalating if necessary.
• Incident resolution: Investigating and resolving the incident.
• Incident closure: Closing the incident once resolved.
• Change Management: NSES impacted technologies
• Change Evaluation & Planning: Conducting an schedule and assessment of change to minimize risk and impact.
• Organizing and executing testing as identified during Change Evaluation & Planning.
• Change Approval: Critical step to prevent downtime and change failures.
• Change Implementation: Executing the approved change.
• Review & Closure: Evaluating the change after implementation through change summaries and performance analysis
• Recommends developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides team members with feedback; and mentors and coaches to drive performance improvement. Pursues professional growth; provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Implements, adapts, and stays up to date with organizational change, challenges, feedback, best practices and processes. Fosters open dialogue, supports, mentors, engages, and motivates team members on collaboration. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope.
• Supervises and coordinates daily activities of designated work team or unit by monitoring the execution and completion of tactical action items and work assignments; ensures all policies and procedures are followed. Aligns team efforts and standards, and measures progress in achieving results; determines and carries out processes and methodologies; resolves escalated issues as appropriate. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; identifies and recommends improvement opportunities; influences teams to execute in alignment with operational objectives.
• Supervises strategic business planning and development by: driving and influencing the application of strategies for gathering data via interviews, surveys, focus groups, and databases and defining initiatives to achieve business objectives and informing key business decisions; organizing, leading, and defining project inputs, requirements, potential risks, and success metrics in strategic business objectives and outcomes, as well as supervising individuals who complete similar work; and supervising team members to collaborate cross-functionally to align on the project scope, and a wide range of project deliverables and timelines for team initiatives.
• Leads project execution and management efforts by: overseeing direct team members collaborations with stakeholders across teams to ensure the project is executed and project-based changes are implemented; applying strategies to ensure expectations around tracking, reporting, and coordinating project[1]related activities are met and risks and issues (e.g., financial forecasting) are identified and escalated; and applying strategies focused on client and stakeholder relationships to ensure that all project-related expectations are clarified, understood, documented, and met.
• Supervises process monitoring and improvement by: supervising team members to perform routine and complex processes and defining requirements; supervising team members to maintain, optimize, and transform a wide range of complex processes to increase efficiency of systems; supervising team members to develop research plans that identify new and/or existing business operating models and innovative approaches to solutions support; applying strategies to collect data to determine the nature and requirements of process related improvements; supervising stakeholder engagement and communication throughout projects to ensure teams are aligned to gather information and implement process improvements; and supervising the preparation of documentation to communicate updates, changes, or adjustments to function-wide systems, processes, accreditation, or compliance.
• Promotes legal, regulatory, and compliance adherence by: supervising teams to ensure others are provided with information on new or updated organizational and departmental policies, guidelines, procedures; and coordinating a wide range of complex project related work in accordance with established federal, state, and local policies, guidelines, procedures, laws, regulations, collective bargaining agreements, and within established service expectations.
• Supervises efforts to develop policies and procedures by: implementing and enforcing organizational policies and procedures pertaining to applicable functions and scope so that they reflect best practice, quality, and adhere to regulatory requirements; and supervising team members who apply strategies to write internal, function[1]level policies that adhere to departmental, organizational, and industry guidelines, and standards.
• Supervises training efforts for customers by: supervising team members who develop training requirements to ensure compliance with regulatory and internal standards; supervising team members who develop training programs for stakeholders and ensuring relevant training certifications are up to date and valid; and coordinating the development of a wide range of complex project-based training curriculum for a wide variety of operations related activities.
• In addition to the responsibilities listed below, this position is also responsible for developing a wide range of complex tools and technology to support operations improvement projects; widely applying strategies for designing and testing technology applications that reduce manual data entry and improve workflow efficiency for end-user systems; and supervising the development of data systems that include scalable processes to manage datasets that vary in size (e.g., large datasets) to maintaining accessibility, retrievability, and security.                                                                                                                                                           

Minimum Qualifications                                                        

• Minimum one (1) year of experience in a leadership role with or without direct reports.
• Bachelor’s Degree in Business/Business Administration, Healthcare/ Healthcare Administration, or related field AND five (5) years of experience in data analytics, healthcare business operations or business process analytics, project management or a directly related field OR in lieu of degree additional three (3) years experience for a total of eight (8) years experience required.

Preferred Qualifications                                                        

• Two (2) years of experience in process improvement.
• Two (2) years of experience in an operations management role.
• Two (2) years of experience in quality management/improvement.
• One (1) year of experience in healthcare or another heavily regulated industry (e.g., banking).                                                                   

Benefits

• Transportation.
• Life insurance.
• Medical insurance.
• Solidarity association.
• Growth plans.
• Additional days off.

M1