Director, Business Process Resume Samples

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SK
S Koepp
Sandrine
Koepp
32765 Schulist Meadow
Boston
MA
32765 Schulist Meadow
Boston
MA
Experience Experience
04/2014 – present
Dallas, TX
Director, Business Process Management
Director, Business Process Management
04/2014 – present
Dallas, TX
Director, Business Process Management
04/2014 – present
  • Identify and perform data analysis to facilitate performance monitoring and metric reporting
  • Direct governance activities over pricing compliance for Government-sponsored funding programs such as E-Rate
  • Process mapping
  • Create and maintain project plans; establish milestones, timelines, and project reporting to stakeholders and senior management
  • Provide on-going communication of all continuous improvement activities. Highlight risks, issues, challenges, obstacles and successes
  • Work collaboratively with all business units and departments to establish productive working relationships and effect change
  • Develop process documentation, including policies and operational procedures
06/2010 – 12/2013
Houston, TX
Associate Director, Business Process
Associate Director, Business Process
06/2010 – 12/2013
Houston, TX
Associate Director, Business Process
06/2010 – 12/2013
  • Work collaboratively and influence across a matrix environment leading, coaching, and guiding others
  • Identify gaps in current analytics and work back with implementation team by providing recommendations for improving data collection and reporting
  • Lead process specialists performing process engineering
  • Work cross-functionally with multiple teams to ensure all parties are satisfied with recommended outcomesMeasure the impact of all improvements within the service portfolio to measure ROI
  • Monitor on-going progress of business processes (e.g., collect and review data; shadow end users; review pertinent metrics) to identify potential challenges, risks, and/or defects
  • Applies some ingenuity to evaluating or participating in the evaluation of defined alternatives among several defined courses of action
  • Impact of work is most often at the operational or local business unit or market level
05/2006 – 02/2010
Detroit, MI
Associate Director Business Process
Associate Director Business Process
05/2006 – 02/2010
Detroit, MI
Associate Director Business Process
05/2006 – 02/2010
  • Take a leadership role in Identifying areas of efficiency gains, scope potential solutions, and work with Technology teams to drive process improvement projects to completion
  • Create robust documentation of existing process flows, identify areas of inefficiency, and make detailed recommendations for achieving ideal work streams
  • Act as functional owner in all efforts related to management, development and support of the Agent portal systems and processes
  • Proactive and strategic in future planning and preparing for change
  • Support businesses to make decisions regarding intake, prioritization, scoping, ideation and continuation of process improvement projects
  • Build and mature internal reporting and operational processes to achieve efficiencies and eliminate non-value added work
  • Work side-by-side with operational leaders and analytics partners to identify candidate projects and initiatives, create conceptual business cases, ready the project for initiation and bring it through the intake process
Education Education
Bachelor’s Degree in Supply Chain
Syracuse University
Bachelor’s Degree in Supply Chain
Skills Skills
  • Significant progressive experience with the ability and desire to continue progressing in career quickly
  • Process orientation with excellent attention to detail
  • Ability to assimilate and disseminate information quickly
  • Professional demeanor and presentation with ability to interact with Executive Leadership Team leaders and their direct reports
  • Ability to articulate complex concepts in a concise manner in both written and verbal presentations
  • Project management oriented and driven with ability to multi-task across several areas of competing focus
  • Proficiency with Microsoft Excel, Visio, Project, Sharepoint
  • Strong project management, organizational, and analytical skills
  • Experience with financial systems and tools such as Business Objects, HFM, Ariba, Concur, Winshuttle, and IDEA
  • 7 years of accounting and finance experience in consulting and/or industry
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1

Director, Business Process Management Resume Examples & Samples

  • Analyze business processes that span multiple areas of the finance and accounting organization including, but not limited to, Order to Cash, Record to Report, Royalties, Participations, Fixed Assets, and Inventory
  • Identify and perform data analysis to facilitate performance monitoring and metric reporting
  • Identify and implement process improvements to standardize and optimize operations and financial reporting
  • Create and maintain project plans; establish milestones, timelines, and project reporting to stakeholders and senior management
  • Partner with IT to identify and implement system enhancements that facilitate process efficiencies
  • Work collaboratively with all business units and departments to establish productive working relationships and effect change
  • Facilitate training for new and modified business processes as needed
  • Develop process documentation, including policies and operational procedures
  • Provide ad hoc analysis/projects as requested by management
  • Strong project management, organizational, and analytical skills
  • Experience with SAP ECC and SAP BI/BW
  • Experience in defining and analyzing business processes, workflows, and data using a range of tools
  • Experience with process mapping and business process re-engineering
  • Ability to articulate complex concepts in a concise manner in both written and verbal presentations
  • Experience in a matrix/shared services environment
  • Proficiency with Microsoft Excel, Visio, Project, Sharepoint
2

Director, Business Process Resume Examples & Samples

  • Participate in cross divisional business projects, assisting in coordination and centralized execution
  • Work with key stakeholders and team leads to identify and develop a preliminary perspective on a
  • Collect documentation and develop ‘as-is’ and ‘to-be’ process maps – with a focus on consistency and efficicency across the organization
  • A high level technical understanding of SAP, wholesale and retail ERP systems, planning and assortment planning solutions, and associated technologies
  • Proficient in MS Excel, MS Word, MS Powerpoint and MS Visio
  • 5-10 years of progressive experience in retail or wholesale operations in the apparel or soft goods industries
  • Generalist capabilities but specialization in one or more areas preferred (e.g. manufacturing, finance, supply chain, technology, retail operations)
  • Project Management experience and an ability to manage multiple projects and simultaneously, including deadline-sensitive priorities
  • Flexibility in adjusting and reprioritizing in order to meet changing needs in a fast-paced work environment
  • Must be self-motivated/self-starter with the ability to work independently to resolve problems with limited information
3

Director Business Process Improvement Secure Works Resume Examples & Samples

  • Develop and staff a team of 8-10 individuals who will guide the enterprise through a business process
  • Establish budgets, operational plans and performance requirements for the department
  • Establish a competency for internal consulting focused on the performance of process optimization
  • Ensure feedback from process improvements are incorporated into emerging product roadmap in
4

Director, Business Process Resume Examples & Samples

  • 5-10 years of progressive experience in retail or wholesale operations in the apparel or soft goods industries or commensurate experience with business process improvement
  • Experience in a leadership role as part of a transformation program or major systems implementation team
  • Generalist capabilities but specialization in one or more areas preferred (e.g. merchandising, planning, manufacturing, finance, supply chain, technology, retail operations)
  • A high level technical understanding of key retail business systems, including ERP, planning and assortment planning solutions, allocation tools and associated technologies
5

Director, Business Process & Analytics Resume Examples & Samples

  • Develops strong relationships with IT, Sales & Marketing teams to become the subject matter expert around maintaining and improving data infrastructure
  • Guides business strategy at major digital accounts through regular reporting and quarterly business reviews
  • Communicates cross platform financial performance of key films to senior management, including comparative benchmarks to both Financial Plan and Marketing Plan
  • Acts as primary liaison and project manager for IT related projects, including evaluation of new vendors and data sources
  • On an as needed basis, provide process improvement support to other areas of the division
  • Bachelor’s Degree or higher in Business Systems or Business Administration (Finance, Economics, Statistics, or related field) required
  • Minimum of 4-6 years of relevant work experience in the Entertainment or Consumer Packaged Goods Industry required
  • Proven experience in data management, including database design and data analysis
  • Excellent computer skills in Microsoft Access, Excel, Word and PowerPoint and Micro Strategy are a must
  • Experience with Business Intelligence tools (Business Objects, Micro Strategy, Cognos, etc)
  • Experience in Entertainment or Consumer Packaged Goods industries
  • Ability to process and summarize large amounts of data into concise and meaningful reports
  • Exceptional analytic and quantitative capabilities
  • Outstanding communications skills with all levels of an organization
  • Technically savvy with ability to navigate complex enterprise systems
  • Strong intellectual curiosity and problem-solving skills
6

Associate Director, Business Process Resume Examples & Samples

  • Take a leadership role in Identifying areas of efficiency gains, scope potential solutions, and work with Technology teams to drive process improvement projects to completion
  • Create robust documentation of existing process flows, identify areas of inefficiency, and make detailed recommendations for achieving ideal work streams
  • Design policies and adjust established methods and work flows as needed while Identifying issues and risks to process and policy change
  • Work cross-functionally with multiple teams to ensure all parties are satisfied with recommended outcomesMeasure the impact of all improvements within the service portfolio to measure ROI
  • Applies some ingenuity to evaluating or participating in the evaluation of defined alternatives among several defined courses of action
  • Proactive and strategic in future planning and preparing for change
  • Ability to provide impartial, forthright and evidence based advice
  • Bachelor's degree (B.A.) from a four-year college or university; or one-to-two years related experience and/or training; or equivalent combination of education and experience
7

Associate Director Business Process Resume Examples & Samples

  • Lead process specialists performing process engineering
  • A minimum of 3 years’ managing experience
  • A minimum of 5 years’ experience in technology or business process
  • Background in measurements of IT, services, deliverables and inputs
  • Strong business/client engagement skills
  • Strong verbal and written communication skills, particularly an ability to negotiate, influence and gain consensus
  • Well-developed stakeholder management skills
  • Knowledge of industry trends, technology advances, new products and best practices
8

Director, Business Process Management Resume Examples & Samples

  • Support the VP, Business Process Management and Senior Director, Business Process Management in developing and executing the strategic vision for compliance programs
  • Support the VP, Finance & Accounting and Controller in defining financial compliance risks and capturing business requirements for process and system enhancements
  • Direct governance activities over pricing compliance for Government-sponsored funding programs such as E-Rate
  • Foster a collaborative relationship with key stakeholders including Directors and Executives in Sales, Finance, Tax, Product Marketing and Finance. Raise awareness of compliance programs and integrate stakeholder feedback into future program enhancements
  • Implement data analytics to drive continuous risk management / monitoring and to ensure adherence to company financial policies
  • Provide overall coordination for projects across the plan of record that impact compliance issues, ensuring that key requirements are captured and reflected in projects and system developments
  • Oversee the operation and maintenance of compliance applications, databases and interfaces to ensure reliable performance and availability to the user base
  • Develop plans to periodically update compliance systems as business requirements and business needs change
  • Participate in administrative and organizational functions including recruiting, staffing, scheduling, preparing the annual budget and evaluating staff performance
  • Accountable for assuring the definition of future state 'best-in-class' solutions and ensuring the successful deployment for all of the operational components for the strategic systems. Focus areas include Sales, Marketing, and ordering service
  • Develops organizational objectives that align with the business strategy. Disseminates strategy and objectives into achievable goals and drives operations to achieve goals
  • Reduces variation from processes so that simplification is obtained and operational efficiencies are gained
  • Ensures clearly defined and mutually agreeable success metrics for each new system or process and establishes a plan to track, monitor, and measure the success of those metrics
  • Uses a methodical yet collaborative approach to each project by: 1) Measuring the process and questioning the capability and quality, 2) Defining the problem statement, 3) Performing a gap analysis between the customers' expectation and current process performance, 4) Standardizing solutions around best practices, and 5) Repeating the steps for continuous improvement
  • Oversees the development of repeatable, and thus scalable, plans and processes in order to speed time to market and improve operational efficiency
9

Senior Director, Business Process Resume Examples & Samples

  • Accountable for driving Line of Business strategies across the Clinical Transformation Accountable Care Organization team
  • Participate in regional ACO performance reviews, identifying Line of business trends and researching those that can be addressed and remediated
  • Development of Line of Business specific tactics and strategies to improve results
  • Drive the development of Line of Business specific program outcomes summaries, for sharing with executive leadership of each Line of Business on a regular basis, including insights and specific tactics to be implemented to improve results
  • Champion the development and execution of specific line of business strategies in coordination with key business and operational stakeholders
  • Direct the clinical transformation processes supporting the Clinical Services business planning cycle, including specific Line of Business activities
  • Drive our ACO Innovation process, which assesses, prioritizes and directs innovation initiatives within our large national ACO footprint
  • Build and maintain relationships with national and local teams
  • Ability to understand, process and take action on financial results
  • BA / BS degree
  • Program Management experience
  • 8+ years of health care experience
  • Experience analyzing, interpreting performance results and developing action plans
  • Prior experience developing an executive - level value story, with recommendations
  • Prior experience in Value Based programs
  • Prior experience developing an innovation governance process to manage new innovation pilots
  • 8+ years of managed care experience
  • Prior experience in Value Based programs, Accountable Care Organizations
10

Associate Director, Business Process Resume Examples & Samples

  • Accountable for strategy and execution of the Service Desktop roadmap
  • Oversee the program project portfolio comprised of initiatives and projects - directing IT and Business resources on efforts and initiatives
  • Experience obtaining capital funding for projects through matrixed environment
  • Experience preparing business cases and cost-benefit analysis (CBA) documents
  • Experience analyzing and defining strategy to recommend to business stakeholders
  • Experience documenting processes and practices and analyzing them
  • Skilled at problem solving, follow-through and resolution
  • 4 years with Program Manager experience
  • Experience with service channels - Call, Web, Email, Social Media
  • Six Sigma certification or training
  • Presentation experience; creating and delivering
  • Knowledge of UHC’s lines of business (E&I, M&R, C&S, M&V)
  • Knowledge of the SDLC (including RSA and Agile)
  • Ability to influence with and without direct authority
  • Experience functioning in a matrix / shared services organization
  • Experience with Microsoft Office - Word, Excel, PowerPoint
11

Director, Business Process Resume Examples & Samples

  • Partner with operational and analytics leaders to drive consensus in identifying projects and initiatives, develop conceptual business cases, ready the project for initiation and bring it through the intake process
  • Lead & direct technology engagements, align stakeholder expectations, coordinate multiple project managers and technology partners working within a program or portfolio and manage resource and delivery conflicts among projects
  • Accountable for leading efforts on multiple projects and portfolios
  • Develop, lead and communicate senior executive leader briefs on the performance of projects at the program or portfolio level and to define, track and report benefits for deliverables
  • Accountable for systems development and delivery for TOPS and Claims Highway Systems
  • Partner with E&I UNET Claims Organization to maximize efficiencies in the claim environment
  • Build and mature internal reporting and operational processes to achieve efficiencies and eliminate non - value added work
  • Leading matrix teams to common solutions
  • Leading, coaching, mentoring and managing a team of technical leads, project and program owners
  • BS / BA in business or related field
  • 7+ years of Leadership and Managerial experience
  • 10+ years of Project Management, process improvement or portfolio management experience
  • 5+ years of experience in business and solution analytics requirements
  • Willingness and ability to travel up to 25% of the time, if required
12

Director, Business Process Excellence Resume Examples & Samples

  • Mnimum of 5 years Lean and Six Sigma experience with focus on risk identification, metrics, governance, program success and benefits realization
  • Possess a proven track record of delivering results in a high-performance continuous improvement environment through the implementation of and expertise with Lean Six Sigma methodologies
  • Have earned a reputation for having successfully implemented Lean Six Sigma management processes and led the change process
  • Possess the technical skills necessary to resolve a broad array of business issues including growth, productivity, quality, and margin
  • High degree of credibility to be convincing and persuasive at all levels of the organization
  • Demonstrated mastery of a variety of Lean and Six Sigma tools
  • Global project and program management experience
  • Must be able to work and thrive in a team based environment
  • Service side project experience preferred
  • Exceptional team/workshop facilitation skills
  • Must have advanced problem solving skills and experience (BB or MBB preferred)
  • Working knowledge and experience in Supply Chain processes
  • Experience working in GMP environment, with ability to balance improvement activities with regulatory requirements
  • Detailed knowledge of GMP/ICH expectations, and the ability to redesign quality systems that optimize performance while meeting regulatory expectations
13

Assoc Director Business Process Team Resume Examples & Samples

  • Supports the US team in implementing business processes using SAP, while also supporting the global template adherence related to the Controlling functions
  • Supports Global Business Process Owner and US Business Process Owner to maximize adoption of the global SAP template; while ensuring that US business requirements are met regarding the US implementation
  • Performs implementation tasks as assigned by US Finance Business Process Owner
  • Facilitates complete market representation in localization workshops to review, discuss and recommend changes to process scope / design, following US regulations and specifications
  • Assists in the resolution of process design issues raised following gap analysis
  • Supports the activities related to data construction, enrichment and cleansing for their process area
  • Ensures that SAP security roles are mapped appropriately to the business roles within the country, defines unique local requirements for security, working with the global security team
  • Maintains and monitor activities for new processes after go-live
  • Works closely with the other process teams to ensure efficient integration
  • Oversees the updates to local SOPs to reflect the adaptation of the global template
  • Manages the process to define the requirements and scenarios for User Acceptance Testing, and defines the end-to-end scripts
  • Reviews training materials for completeness, and provides input to training development process
  • Collaborates with OCM/Training team in end user training scheduling and delivery preparation
  • Provides input to and ensure completeness of the business transition plan for their process area
  • B.S. in Accounting, Finance, Management Information Systems, Business or other applicable field of study
  • Minimum 7 years of experience in a commercial business related field; preferably in the pharmaceutical industry
  • Experience in using SAP or implementing SAP in a medium to large scale environment
  • Expertise in the Controlling (CO) module of SAP in order to facilitate the design, implementation, and testing of business processes related to this module
  • Effective in oral and written communications at all levels and cross functionally
  • Demonstrates cross-functional collaboration skills with the ability to guide or influence
  • Ability to recognize and solve complex problems
  • Demonstrates appropriate judgment and ability to make sound decisions in keeping with the company’s philosophy and values
  • Creates an environment that encourages ownership, accountability, teamwork and motivation
  • Ability to work in a highly hands-on manner to either manage or execute business process design, revise SOPs, update system data and execute test scripts
14

Associate Director Business Process Resume Examples & Samples

  • Support businesses to make decisions regarding intake, prioritization, scoping, ideation and continuation of process improvement projects
  • Build and mature internal reporting and operational processes to achieve efficiencies and eliminate non-value added work
  • Manage and direct the work of the reporting analysts, claims auditors, subject matter experts and portfolio managers accountable for the above
  • Prepare and communicate executive briefs on the performance of projects at the program or portfolio level and to define, track and report benefits for deliverables
  • 8+ years of project management, process improvement or portfolio management experience
  • Strong reporting and analytical skills
  • Demonstrated success in leading a reporting or business intelligence team
  • Partner/matrix management experience
  • Proven track record of effective change management execution
  • Claims and/or provider experience
  • Health care industry experience
  • Audit experience
15

Associate Director, Business Process Resume Examples & Samples

  • Understanding the operational business processes and ensure compliance
  • Project management expertise and experience required
  • Extensive knowledge of Medicare Advantage and Employer Group sponsored plans
  • Ability to build strong influential business relationships
  • Excellent oral and written communication skills and ability to tailor those skills to various audiences
  • Desire and ability to work in a highly dynamic fast paced environment
  • Quality reporting, analysis and audits and for developing plans and programs to support continuous quality improvement using applicable tools
  • Lead and manage projects and implementation staff
  • This individual will provide subject matter expertise to include project scope definition, risk identification, methodology, resource allocation, facilitation, and process and system changes
  • Understanding and managing the contract requirements' ensuring the functional areas and systems are set up to support the new contractual requirements
  • Ensure set up for systems and reporting are in compliance
  • Analyze, review, forecast and trend complex data
  • Meet with internal stakeholders to gather reporting requirements and data analysis needs
  • Facilitate in-depth and end to end analysis for finance and clinical reporting
  • Collaborate with internal team members to understand the business needs and objectives, translate the requirements to analytic request and extracting data from a variety of sources to develop recommendations that will improve business report for our employer groups
  • Identify appropriate data sources, report metrics and tools for gathering required information per internal stakeholders requests
  • Monitor data quality gathered via analytic tools
  • Identify appropriate report formats to use
  • Serve as a resource for questions and provide basic training to communicators who use the reporting tool
  • Identify gaps in current analytics and work back with implementation team by providing recommendations for improving data collection and reporting
  • Ensure national and corporate service partners achieve established performance metrics and are aligned with URS strategies and annual operating plans
  • Facile in presenting complex reports to senior executives
  • Bachelor’s degree or 4 years of equivalent experience
  • 2 years project management expertise and experience
  • 4 years of data mining experience
  • 2 years of experience managing projects around systems and data architecture
  • Advanced experience in Microsoft Office
  • Advanced experience in creating reports / pivot tables
16

Director, Business Process Management / OCM Resume Examples & Samples

  • Demonstrates extensive knowledge and a proven success record of structuring and leading complex change management programs, including an extensive knowledge of people-related competencies including
  • Assessment of change readiness, leadership alignment, and organizational impact
  • Change vision and strategy
  • Organizational design
  • Training strategies, and curricula and course development
  • Cultural transformation plans
  • Stakeholder management and communications to obtain awareness, understanding, buy-in, and support
  • Partner closely and build strong relationships with technology and business stakeholders; continue to build and maintain credibility by delivering timely and quality solutions
  • Ensure project vision and project roles and responsibilities are understood and proactively managed and enforced
  • Anticipate stakeholder needs, recognizing and acting on opportunities to enhance stakeholder engagement
  • Demonstrate an extensive proven track-record of success as a team leader with demonstrated ability to lead, coach, and motivate team members
  • Promote a collaborative work environment by providing a strategic and balanced oversight, proactively sharing insights, knowledge and experience
  • Proactively engage with stakeholders to identify challenges, recommend solutions and manage expectations and seeking diverse views to encourage improvement and innovation
  • Manage project resources, drive milestone and task assignments, and hold staff accountable to timely and successful delivery
  • Assess risks, costs, benefits, and dependencies of alternative decisions and approaches
  • Understand the business stakeholders' immediate and long term strategic needs globally, business and technology priorities
  • Communicate regular project status updates to the business stakeholders and senior sponsors
  • Bachelor's Degree, Masters Preferred
  • Preferred Field of Study: Organizational Development, Human Resource Management or Business Administration
  • 7-10 years of related experience
17

Director Business Process Management Resume Examples & Samples

  • A Bachelor of Science (BSc) or Arts (BA) degree or equivalent degree is required. A minimum of 12 years’ experience in a medium to large scale matrix organization which includes several years of experience in a compliance related field and/or equivalent time and experience in a related R&D area is required. A minimum of 5 years’ experience in the field of process design, training design or related field is required
  • Must have knowledge and/or interest in Clinical Data Management, Clinical Biostatistics, Strategic Metrics
  • Ability to operate in a virtual environment required
  • Experience leading in a matrix environment required
18

Director, Business Process, Mobile Resume Examples & Samples

  • Proven track record in delivery of large programs
  • Trained and practice with business re-engineering methodology
  • Experience in a matrix / shared services environments
  • Ability to mobilize teams to solve business challenges
  • Detailed understanding of wireless industry operations
  • Proven wireless operations development and management skills
  • Works with our HR counterparts and identifies plans for change management, communication, and training needs
  • Responsible for all commitments within assigned organization and dependencies across the department
19

Director, Business Process Management Resume Examples & Samples

  • Identify and prioritize with leadership performance driven process improvement projects which contribute to the Production strategic goals and objectives
  • Standardize and align business processes to realize the organization’s goals
  • Build capability and mentor resources within the different parts of the business to create, develop and enhance efficient processes
  • Create and manage Project Master Plan on an on-going basis
  • Lead and manage projects and initiatives and communicate status to sponsors and stakeholders
20

Associate Director Business Process Resume Examples & Samples

  • Engage partners across the enterprise to collaborate on projects/assignments critical to the overall team strategy
  • Develop strong network of trusted relationships across the enterprise, working across matrix environment to engage appropriate internal and external partners
  • Prepare Senior Leaders with information and presentation materials that allow them to successfully communicate business critical programs and concepts
  • Work effectively in a small team where everyone contributes to deliver results
  • Engage and collaborate with cross-functional teams in geographically dispersed workforces across several business areas
  • Function in a multi-program environment with changing priorities
  • 3+ years of experience in healthcare, business process, operations, or clinical setting
  • 3+ years of experience working across department boundaries, coordinating with multiple business leaders to achieve strategic business and process objectives
  • 2+ years of experience in preparing and delivering presentation material
  • Exemplary oral and written communication skills. Strong presentation and facilitation skills, suitable for executive leadership level
  • Exceptional organizational skills, with the ability to work in a fast-paced environment with competing demand for resources and deadlines
  • Fully proficient with Microsoft PowerPoint, Word, Excel, & Outlook
  • Self-motivated with the ability to work autonomously
  • 5+ years of experience in healthcare business process / operations
  • Project management skills or training
21

Director, Business Process Management Resume Examples & Samples

  • Coordinate with functional business leaders and the VP, Business Process Management to identify the highest priority business process improvement opportunities across Retirement. Coordinate and execute the largest cross-functional continuous improvement projects to drive accelerated revenue growth and scale while improving productivity and efficiency. Identify business benefits through each process opportunity and support the business areas to achieve them
  • Coordinate with Business Performance Solutions (BPS) resources (Continuous Improvement, Analytics, Quality and Learning Development & Knowledge Management) in the continuous improvement support and solution development
  • Evaluate ‘Idea Generator’ program submissions, identify owner(s), and assign. Follow up regularly on submissions and report on progress. Assist in coordinating additional support resources for approved projects as required
  • Evaluate local ‘Just Do It’ program ideas. Coordinate with Finance to validate benefits
  • Working closely with the VP, Business Process Management, introduce and develop the organizational continuous improvement capability across Retirement. Attend business unit team meetings as necessary to educate and support associates and leaders in their continuous improvement journey
  • Provide on-going communication of all continuous improvement activities. Highlight risks, issues, challenges, obstacles and successes
  • Share best practices across Retirement to coordinate continuous improvement activities and maximize effectiveness
  • Coordinate and deliver continuous improvement awareness training
  • Coordinate with Business Performance Solutions Master Black Belt and other BPS resources to ensure Green Belt mentorship and project support occurs
  • 10+ years experience in the retirement industry, with a demonstrated focus on operations and client management, process management and/or large program management
  • Green Belt training required; certification preferred
  • Deep and broad understanding of Prudential Retirement’s Defined Contribution, Defined Benefit and Nonqualified business system and delivery model; superior knowledge of the clients and markets that we serve
  • Demonstrated ability to conduct and interpret quantitative and qualitative analyses
  • Demonstrated ability to make an organizational assessment, identify and drive improvement opportunities
  • Demonstrated ability to drive change through an organization while building a positive climate
  • Self starter with a strong sense of ownership and involvement
  • Superior matrix management and partnering skills; ability to work effectively with all levels in the organization
  • Strong project management, planning, organizational, and problem solving skills
  • Willing and able to travel 15%-25% of the time to alternate locations
22

Director, Business Process & Systems Resume Examples & Samples

  • Consistently gather information at the right level of detail and scope to represent all of the stakeholder’s needs, asking questions that lead to an understanding of the business need and provide guidance on system capability and process
  • Identify stakeholders who will be impacted by any changes/enhancements and understand their influence and hierarchy within the organization
  • Own the risk assessment function by identify the risk, probability, impact and how to mitigate
  • Facilitate meetings and requirements with management
  • Make recommendations regarding change management as it relates to business process and system functionality, including identifying opportunities for improvement
23

Director, Business Process & Systems Resume Examples & Samples

  • At least five years related industry experience; Sales and Traffic system knowledge a plus
  • Must have effective interpersonal, communication, organizational and management skills with demonstrated decision making capability
  • Must have a proficiency in Microsoft Office
24

Director, Business Process Resume Examples & Samples

  • Meet cyclically with key M&R business stakeholders to understand strategies and priorities, and obtain operational feedback
  • Meet regularly with other departments up and downstream of Clinical, Rx, IT, product, etc. to understand dependencies, optimize handoffs and transparency, and obtain operational feedback
  • Meet regularly with M&R functional owners to share strategic context, ensure clarity of priorities, monitor operational performance, and manage cross-functional initiatives
  • Synergize and share best practices / lessons learned with other line of business Ops offices, and with Operational leaders of non-integrated entities
  • Develop and maintain high-impact materials and reports to support needs of each constituent group
  • Assess available metrics, and determine appropriate information sharing tools (i.e. scorecards) for end-to-end functional performance
  • Assess working targets (MBOs, management thresholds, etc.) for alignment to M&R priorities and necessary outcomes
  • Incubate emerging priority initiatives and establish appropriate structure, resourcing, measures and accountabilities for each
  • Monitor performance of initiatives, attending regular oversight meetings, reviewing status reports, asking probing questions when appropriate
  • Support struggling initiatives as a SWAT player until back on track, escalate concerns where appropriate
  • Support any initiative reporting to audiences outside
  • 5 years of experience in / or with Healthcare
  • 5 years of experience in project management / business analytics
  • Experience in Operations, Network or Product preferred
25

Director, Business Process Management Resume Examples & Samples

  • The candidate must have a proven track record in operational effectiveness, service transformation, process redesign/reengineering, change management, communication, relationship management, strategy implementation and project management
  • Experience in an environment highly recognized for driving continuous improvement and operational excellence
  • Experience influencing change, developing strategies with impact and delivering results in a matrixed environment
  • Strong project and program management skills
  • Ability to persuade others to change their behavior without formal authority
  • Ability to build support and implement, across organizational boundaries, specifically in a matrixed environment
  • Applies business design skills across commercial (e.g. sales & marketing) and support functions (e.g. finance, HR & operations)
  • Experience adapting and applying multiple process improvement methodologies (e.g. six sigma, lean, process reengineering)
  • Align business processes to company goals
  • Experience developing measures (e.g. balanced scorecard) and setting targets
  • Experience in organization design (e.g. roles, jobs, teams)
  • Understanding and demonstrated capability for portfolio management, and project management
  • 5+ years Lean and Six Sigma experience with focus on risk identification, metrics, governance, and benefits realization
  • Bachelor’s degree required (Finance, Accounting, Information Systems or Engineering strongly preferred)
  • Master’s Degree in Business Administration (preferred)
26

Associate Director, Business Process Resume Examples & Samples

  • Diagnose process improvement opportunities and develop solutions using principles of process excellence and related tools' Demonstrated ability to prioritize deliverables, interpret data, operate strategically and execute end to end process
  • Develop and implement effective strategic business solutions through research and analysis of data and business processes
  • Work collaboratively and influence across a matrix environment leading, coaching, and guiding others
  • Demonstrates the expertise to problem solve / research issues independently to completion
  • Lead / coach / guide others, outlines the issues and provide recommendations
  • The Associate Director will work cross-functionally in collaboration with operations, reporting, analytics and finance to support the execution of the Top / Key Initiative
  • Conduct and manage outcomes of various studies that include analyzing, reviewing, forecasting, trending, and presenting information for operational and business planning
  • Oversees effective implementations via project management and operational excellence basics which would include requirements definition, designs, testing, and execution
  • Ability to articulate business needs and have an overall understanding of a process so that information can be shared with the leadership team
  • Understand the project design and implementation plan to be able to conceptualize and put into practice
  • Demonstrate knowledge related to querying data from various reporting systems and understand the relationship between various data points
  • Responsible for troubleshooting issues, ability to analyze data and to present analysis in a format that is relatable to interested parties
  • Responsible for problem solving situations that may fall outside of the traditional support provided
  • Build relationships across large enterprise at every level with the ability to influence decisions from top down and bottom up
  • Effectively works cross-functionally in a Matrix environment and in collaboration with operations, reporting, analytics and finance to support Initiative definition and overall execution
  • Ensures the resolution of issues to meet Initiative benefit realization with minimal direction
  • Facilitates Initiative governance from Charter definition through post implementation monitoring
  • Drives the implementation of new or improved processes and solutions as needed. This can include scheduling meetings, documentation and training
  • 7+ years of experience with project methodology (requirements, design, development, test and implementation)
  • 5+ years of Strategic experience and large program oversight
  • 5+ Experience in analysis of business process and workflow and providing an evaluation, benchmark and / or process improvement recommendations for large initiatives
  • Advanced level of proficiency with PC based software programs and automated database management systems required (Microsoft suite)
  • 10 years of work experience in a corporate setting
  • 7+ years of health care experience working with claims data and medical codes
  • Must have excellent verbal and written communication skills, including trends and opportunities to clients and the business in writing and verbally
  • Basic understanding of relevant claim platforms (TOPS / UNET, COSMOS, CSP Facets
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Associate Director Business Process Resume Examples & Samples

  • Lead a team of analysts and production staff primarily responsible for UHC Payment Integrity COB operations
  • Develop functional, market level, and / or site strategy, plans, production and/or organizational priorities to meet financial and operational targets
  • Responsible for the production, management and rapid execution of processes, metrics and routines to support UHC Payment Integrity COB Operations
  • Monitor operational and financial performance consistent with Payment Integrity COB business plan
  • Define and implement automated process for gathering KPIs
  • Monitor KPIs against program performance metrics and evaluate variances to metrics consistent with program definitions
  • For those businesses not meeting performance or financial goals, ensure corrective action plans are developed, implemented and communicated to appropriate stakeholders
  • Create and publish timely, accurate and complete reports, presentations and dashboards to executive leaders
  • Identify and resolves technical, operational and organizational problems
  • Develop staffing models
  • Develop and maintain quality program
  • Drive performance excellence and accountability by developing relationships with and working across our matrix partners
  • 5+ years of management experience in leading operational teams that have multi - disciplinary backgrounds in a virtual environment
  • 5+ years of managed care experience
  • 3+ years UNET experience
  • Demonstrated ability to use data to drive results
  • Strong conceptual and analytical skills
  • Ability to analyze and translate data to determine financial impact and develop recommendations for action plans
  • Ability to review financial reports and translate financial metrics into initiatives
  • Knowledge of medical terminology and coding
  • Able to work with senior executives / leadership
  • Minimum of Intermediate skillset with MS Excel and PowerPoint
  • Ability to work in a highly matrixed organization with cross - functional teams
  • CDB or CES Consumer eligibility systems
  • Pulse or The oxford platform experience
  • COSMOS and NICEexperience
  • Ability to work with ambiguity
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Director, Business Process Resume Examples & Samples

  • Responsible for quality reporting, analysis and audits and for developing plans and programs to support continuous quality improvement using applicable tools
  • Assist in the creation, implementation, and evaluation of Total Quality Management (TQM) programs
  • Understand key trends, strategies and experiences that drive customer engagement
  • Create metrics to prove out design
  • Communication with all levels of organization including executive leadership and collaborates to create compelling stories and narratives that inform, inspire and direct clients
  • Fluent at visually translating the needs of a consumer and business needs into a consumer centered solution
  • 5+ years of developing new products and / or services experience
  • 3+years of journey / process mapping experience
  • Intermediate MS Office suite of products to include Excel and Visio
  • Prior experience managing teams (3 - 5 directs)
  • Analytics and measurement / metrics in measurements
  • Prior experience with cost / benefit analysis
  • Prior experience within consumer marketing
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Director, Business Process Resume Examples & Samples

  • Leads the design of the enterprise’s overall process structure, including creating process hierarchy that streamlines processes and eliminates redundancy
  • Establishes process-related policies, standards, governance and methodologies to enable the business to seamlessly adopt a process culture
  • Identifies business performance and incentive metrics to ensure that continuous, sustained improvement takes place across the enterprise
  • Interact and have regular contact with the business leaders of critical functional areas regarding business requirements and system definition
  • Coordinate efforts in planning and implementing technology solutions
  • Frequent contact within IS to organize scheduling and execution of project activities
  • Support business management in developing business case proposals, including business process definition, identifying and assessing technology solutions, and forecasting return on investment
  • Work with business management to develop a mid-term IT strategy to identify, prioritize, select and execute project and support activities
  • Facilitate the steering process, including conducting meetings, identifying stakeholders and contributors to projects, communicating status, and fostering a collaborative work environment
  • Works closely with IT in prioritizing workloads and timelines to develop solutions to meet the needs of internal and external customers
  • Ensures the overall quality and integrity of IT activities are performed for the benefit of the business unit and customer satisfaction
  • Collaborates with IT management to establish and promote working within the governance policies
  • Responsible to develop and maintain an annual budget and provide support in the development of a long-term strategic plan
  • Manages and develops a team to achieve measurable performance results set from short and long term goals
  • Knowledge and understanding of relevant legal and regulatory requirements, such as Sarbanes-Oxley Act (SOX) and Department of Homeland Security (DHS)
  • Excellent analytical skills, able to manage multiple projects under strict timelines, work well in a demanding dynamic environment and meet overall objectives
  • Project management skills; financial/budget management, scheduling and resource management
  • At least a Bachelor’s Degree in business administration or a technology-related field, or equivalent work- or education-related experience. Master’s Degree a plus. Excellent oral communication along with strong writing skills to be able to convey messages that have the desired effect
  • Good judgment and be able to work independently and collaboratively with others
  • The ability to be resourceful and be an excellent problem solver to meet deadlines
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Associate Director Business Process Resume Examples & Samples

  • Superior planning and strong problem solving skills that enable quick identification and efficient resolution of issues
  • Highly collaborative individual with ability to influence others and build strong professional relationships at all levels both internally and externally
  • Understanding of the growth strategies of the business, as well as the levers that drive profitability
  • Performance driven leader who communicates with impact and gets results
  • Active listener who seeks to understand in order to deliver value to internal and external customers and our consumers
  • Understands the business strategies, Service as a Product portfolio initiatives, and innovation goals of the Consumer and Customer Experience organization and how strategic communications can effectively meet the needs of the business and align the Enterprise
  • Develops and manages relationships with a range of stakeholders and constructively interacts with executive leaders and their teams to deliver the vision and intent of CCE strategic directions and priorities
  • Prepares and executes on internal communications plans that leverage best practices and approaches for format, content, and cadence in a way that supports CCE’s overall business plan. Involves appropriate program leaders in the development / review / approval of communications plans to ensure alignment on objectives and success measures
  • Appropriately positions and integrates the constituent experience goals and primary initiatives for each respective line of business with CCE’s vision and goals
  • Ability to catalyze cooperation and support across a competitive business landscape building upon the CCE brand and strategies to effectively promote the value - add investments
  • Able to navigate across a complex company (e.g,, matrix structures, multi - businesses) and perform assessments defining the right audiences to be addressed in the communication process (who they are, where they are, how they prefer to receive and share information, etc.)
  • Helps to ensures that new change initiatives introduced into the organization help to further the organizational objectives and fit in completely with the corporate vision and mission
  • Understands change management and the array of technical systems, user goals and business requirements that shape current and future service experiences
  • Recommend / manage / approve communications budgets to meet business and communications goals / objectives
  • Promotes CCE executive visibility to ensure leaders are at events aligned with key strategic objectives and interests in the markets, and help determine appropriate external engagement including boards, panels and other speaking opportunities to promote UHC Innovation and Customer Experience agenda
  • Measures and reports on the effectiveness of internal communications performance to ensure approaches are meeting the business needs
  • Recommends updates and revisions in order to keep content current and ensure approaches are successful
  • 8+ years of progressive leadership experience, with an emphasis on C+ level interactions, in successfully managing complex communications programs
  • Strong interpersonal and leadership skills for building relationships with internal stakeholders and leaders at all levels across a highly matrix business landscape
  • Demonstrated record of accomplishment creating and executing strategic business - to - business communications, including executive level messaging to internal and external stakeholders, content development and distribution through a variety of channels (e.g., presentations, podcasts, video, etc.), and campaigns that drive organizational change management
  • BA or Advanced degree
  • Knowledge of insurance services, products, channels and industry / competitive dynamics
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Associate Director Business Process Resume Examples & Samples

  • Advance big data technology into business to help make customers lives easier
  • Anticipate customer needs, evaluate technology and develop plans for product implementation
  • Provide leadership, management and mentorship to teams with direct and indirect reports
  • Work with Optum Technology infrastructure teams and vendors to rollout products for customers
  • Push vendor roadmaps and technology enhancements
  • Manage product releases and proof of concepts, ensure products are working properly
  • Provide operational support for reporting and analytics projects, which include claim processing, call centers and fraud detection
  • May assist in the creation, implementation, and evaluation of Total Quality Management (TQM) programs
  • Provides leadership to and is accountable for the performance of managers and / or senior level professional staff
  • 5+ years of experience with Vendor Management and Coordination
  • 5+ years of experience with Big Data Product Management
  • 5+ years of experience managing and mentoring direct reports
  • Ability to travel domestically up to 25 percent
  • Intermediate level of proficiency with PC based software programs (Excel, Word and PowerPoint)
  • Experience working in global Health Insurance Payer organization(s), focusing on the following disciplines: data Stewardship, data integration, business Intelligence / Analytics – preferably using Hadoop based solution, data Warehousing, IT Service Management
  • Basic knowledge of financial / estimating models and budgeting
  • Excellent interpersonal skills in areas such as teamwork, influence, facilitation and negotiation
  • Excellent business acumen and leadership skills
  • Strong technical skills
  • Problem solver with having demonstrated the ability to “think out of the box”
  • Explain complex technical issues in simple, business-friendly language
  • Knowledge of key aspects of the business
  • Ability to quickly learn new technologies
  • Demonstrated ability to work well with others and be respected as a leader
  • Capability for being thoughtful, extroverted and collaborative
  • Motivation that is focused on long - term results
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Director, Business Process Excellence Resume Examples & Samples

  • Drive the current state analysis of business processes taking into consideration appropriate inputs, process details, process outputs, and customer requirements
  • Work closely with business leadership and subject matter experts to design end-to-end future state processes
  • Create and execute implementation plans, metrics, controls, and technology solutions
  • Develop and deliver sustainability plans to provide for ongoing monitoring and management of business processes
  • Prepare appropriate cost-benefit analyses
  • Utilize various process improvement tools and methodologies to define business practices and process changes that are aligned with business objectives
  • Partner with business to ensure process enhancements and changes align with risk and control environment
  • Establish a Continuous Improvement mindset within the business unit; in conjunction with various business resources and subject matter experts
  • Lead problem solving sessions and surface opportunities and solutions to improve business processes and create efficiencies
  • Build and enhance the capability of others through role modeling, training and coaching on process assessment and design
  • 10 years business experience, preferably in the financial services industry with at least 5 years experience in process design and implementation; Group Insurance experience a plus
  • Strong analytical skills and the proven ability to manage projects, gather data, organize ideas, analyze and report complex data, and implement solutions
  • Strong negotiation, interpersonal, partnership, and communications (both verbal and written) skills along with a demonstrated ability to influence
  • Demonstrated strong collaboration skills and ability to manage multiple, priorities
  • Detail oriented with strong organizational skills and ability to adapt to frequent change
  • Knowledge and demonstrated expertise in Continuous Improvement methodologies and tools (e.g. Lean or Six Sigma); Six Sigma Black belt preferred
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Operational Excellence Director Business Process Excellence Resume Examples & Samples

  • Define, develop and deploy the Delphi Operational Excellence transformation Model which is aimed at supporting corporate and divisional strategic improvement goals (declarations)
  • Support basic operational process stability through problem solving and the Monitoring & Continuous Improvement (MCI) of standard business process metrics and management routines in each location
  • Improve the Enterprise Operating System processes by the implementation of Delphi Lean Principles, 8 Step Business Process Improvement methodology, tools & practices through:-
  • Support the development of leadership capability to teach and coach Continuous Improvement , underpinned by a deep understanding of problem solving
  • Support implementation and improvement of department level office processes (Micro Processes) through the use of :-
  • 5+ Years' Experience
  • Bachelors' Degree Business or Engineering
  • Must have worked extensively at a Global or as a minimum a regional level across a large organization
  • Proven experience developing people and delivering improvements within business administrative functions within a large (PLC) organization
  • Proven experience developing people and delivering improvements within business/ administrate functions
  • Significant Lean training and implementation experience in Business process evidenced by results and culture change
  • Significant experience of delivering in different global cultures
  • Worked as a process change leader in a corporate environment
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Director, Business Process Management Resume Examples & Samples

  • Significant progressive experience with the ability and desire to continue progressing in career quickly
  • Process orientation with excellent attention to detail
  • Professional demeanor and presentation with ability to interact with Executive Leadership Team leaders and their direct reports
  • Project management oriented and driven with ability to multi-task across several areas of competing focus
  • Six sigma background
  • Must be willing to travel 25% of the time to the major locations and/or customer locations 
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Associate Director Business Process Resume Examples & Samples

  • On behalf of PI owns relationships with the UnitedHealth Networks and United Clinical Services teams for their assigned region
  • Manages complex tier 1 escalations including DOI, Legal, Terminations, Regulatory / CMS complaints related to PI Operations by partnering with key business partners within and outside of PI to resolution
  • Collaborating directly with critical providers to educate and help resolve complex escalations and service opportunities
  • Be the voice of PI and communicate the PI Value Story to our key stakeholders to improve collaboration
  • Develop strategic plans for their assigned regions to work more proactively with UHN and UCS to reduce the negative impact on providers
  • Communicate with key stakeholders the status of key PI strategic initiatives to improve operational performance
  • Develop and distribute dashboards on behalf of Payment Integrity to share with UHN and UCS for key performance factors that impact providers
  • Identify opportunities for improvement based on escalation trends and feedback from providers / internal stakeholders to improve PI’s performance and aility to resolve it the first time and pay with precision
  • 7+ years equivalent experience in healthcare, hospital or insurance
  • 5 years of leadership experience in Provider Relations, Provider Network Operations, Claims, Network Contracting, Payment Integrity or Clinical Operations
  • Intermediate level of proficiency with Outlook, Excel and PowerPoint
  • Proven ability to build relationships cross-functionally and lead toward common goals
  • Ability to effectively deal with moderate levels of ambiguity - can effectively cope with change, can shift gears comfortably, can decide and act without having the total picture, comfortably handles risk and uncertainty
  • Ability to effectively prioritize multiple tasks, priorities, projects, and deadlines
  • Strong executive presence, communication and influencing skills with internal and external stakeholders
  • Proven collaborator with strong relationship skills; the ability to influence and lead through others
  • Ability to convey complex or technical information clearly and concisely, and in a manner that others can understand
  • Strong knowledge and experience with Fraud, Waste, Abuse and Error
  • Demonstrated ability to work productively and proactively in a dynamic, fast paced and constantly changing environment
  • An extremely organized, disciplined, hands on process oriented leader who is not afraid of digging into details when necessary
  • Think strategically and implement tactically
  • Active member of the American Academy of Professional Coders (AAPC) with a current designation as a Certified Professional Coder (CPC)
  • Experience providing instruction, guidance and / or education to health care professionals
  • Well versed in state and federal health care Compliance guidance
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Director Business Process Resume Examples & Samples

  • Business Owner responsible for effective execution of platform optimization initiatives supporting administration of market leading Risk Capitation-Delegated business models for all UnitedHealthcare lines of business
  • Leads end-to-end business process activities - creating, controlling and improving business processes - to ensure capabilities are developed in a manner that effectively support expansion of Provider Risk Contracting
  • Ensures an effective and efficient migration of Gated HMO / Risk Capitation business as United shifts business from legacy IT platforms to designated strategic platforms
  • Manages decentralized team supporting platform process and migration analyses, business requirement documentation and gap assessments
  • Coordinates activities with designated UHC Benefit Operations resources in the impacted markets
  • Represents UHC Benefit Operations on cross-functional migration task forces and work streams
  • Provides status updates to UHC Benefit Operations Senior Leaders
  • Ensures portfolio progress is on target; coordinates response and appropriate actions if key deliverables are off target
  • Provides leadership to and is accountable for the performance and results through multiple layers of management and senior level professional staff
  • Impact of work is most often at the regional (e.g. multi-state) level, or is responsible for a major portion of a business segment, functional area or line of business
  • 10+ years of experience in operations and / or financial related functions
  • 10+ years of experienced in a Managed Care Environment
  • Experience with multiple lines of business (Commercial, Medicare and Medicaid plans)
  • Strong Financial Orientation
  • Strong Technical Orientation
  • Expert project management skills and ability to coordinate deliverables across multiple UHG teams
  • Strong communication skills with experience working across complex audiences
  • Expert knowledge of UHC Risk based contracts
  • Familiarity with UHC systems; process improvement orientation and experience in creating efficient, transparent process flows
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Director, Business Process Resume Examples & Samples

  • Responsible to executes strategies for very large initiatives that cross multiple business segments and multiple business areas within UnitedHealth Group
  • Drive end-to-end business process activities - creating, controlling and improving business processes
  • 7+ years of experience with program leadership and program methodology (requirements, design, development, test and implementation)
  • 7+ years of healthcare experience
  • 7 + years of Leadership experience, directing others to resolve business problems that affect multiple functions or disciplines
  • 5+ years of managing large initiatives that cross multiple business areas
  • Experience in analysis of business process and workflow and providing an evaluation, benchmark and /or process improvement recommendations
  • Expert level of proficiency with PC based software programs and automated database management systems required (Microsoft suite)
  • 5+ years claim experience
  • Ability to problem solve including multiple priorities
  • Operational Excellence Six Sigma Green Belt Certification
  • Clinical background or experience working with clinical
  • Demonstrate understanding of at least one of the core claim platforms (COSMOS, UNET and CSP Facets claim platforms)
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Associate Director, Business Process Resume Examples & Samples

  • Positions in this function are responsible for end-to-end business process activities - creating, controlling and improving business processes as it relates to test approaches, test plans and testing coordination
  • Leads process design and project implementation teams in process improvement activities surrounding test processes
  • Oversee and direct activities related to Agile Methodology
  • Provides leadership to and is accountable for the performance of direct and indirect reports and provides ongoing development opportunities and mentoring / coaching
  • Manages the day-to-day operations and assigns work, manages issues
  • Impact of work is most often at the operational or local business unit or market level
  • 7+ years of work experience in a corporate setting
  • 5+ years of Strategic experience and large program test oversight
  • 5 + years of Leadership experience, directing others to resolve business problems that affect multiple functions or disciplines
  • Experience in analysis of business process and workflow and providing an evaluation, benchmark and / or process improvement recommendations
  • Deep understanding of at least one of our core claim platforms (TOPS / UNET, COSMOS, CSP Facets)
  • 5+ years in managing a test team
  • 2+ years of experience in Agile Methodology
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Director, Business Process Resume Examples & Samples

  • 4+ years of experience integrating internal and/or competitor / market based insights to complete capability assessments and SWOT analyses
  • 4+ years of developing customer journey maps to align cross-functional teams to a common vision, providing a platform for well-informed investment decisions / innovation
  • Ability to interpret ambiguous information and influence without formal authority to
  • Prior experience managing a team
  • Prior experience with cost/benefit analysis
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Associate Director, Business Process Resume Examples & Samples

  • Demonstrate understanding of basic process management and total quality management principles and methodologies (e.g., Six Sigma; Lean)
  • Demonstrate understanding of relevant organizations' operations, products and applications, strategies, processes, and/or business priorities in order to build effective solutions
  • Demonstrate understanding of relevant computer systems, applications, and/or platforms (e.g., ICUE, SharePoint; MS Word/Excel/PowerPoint)
  • Analyze business process information (e.g., metrics; analytics) to identify key issues, trends, and potential root causes (e.g., training issues; lack of understanding by user community) that point to improvement opportunities
  • Work with relevant stakeholders (e.g., end users; SMEs; sponsors) to establish appropriate criteria and goals (e.g., efficiency; effectiveness) in order to direct investigation into problems and potential solutions
  • Estimate and/or quantify potential benefits, costs, and resource requirements associated with recommended business process solutions
  • Propose recommended solutions following internal processes and methodologies (e.g., Requirements and Solutions Analysis)
  • Communicate potential impacts and risks associated with implementing proposed solutions to business partners and relevant stakeholders
  • Provide operational instruction and guidance to business partners impacted by business process solutions (e.g., procedure; system; applications)
  • Develop and/or provide education to business partners in order to facilitate effective solution implementation
  • Develop project plans (e.g., communication plans; implementation steps) to support solution implementation using relevant tools and databases (e.g., MS Project; SharePoint; MS Word; AS400 Mainframe)
  • Obtain needed resources (e.g., different functional teams; subject matter experts; internal and/or external stakeholders) to implement business solutions
  • Provide input into and/or develop relevant policies, procedures, and/or work tools to support new or updated business processes
  • Create and/or oversee processes to gather stakeholder feedback on solution effectiveness
  • Monitor on-going progress of business processes (e.g., collect and review data; shadow end users; review pertinent metrics) to identify potential challenges, risks, and/or defects
  • Develop policies, procedures, and guidelines for medical and clinical operations programs; review/approve policy and process changes
  • Develop medical and clinical operations program goals
  • Identify and implement business development opportunities to support growth of medical and clinical operations programs
  • Oversee/navigate technology and software applications utilized in the delivery of medical and clinical operations programs
  • Develop and communicate performance metrics and expectations
  • Direct data collection and measurement of outcomes
  • Apply metrics to evaluate services, employee performance, and program outcomes
  • Identify causes of performance deficiencies and determine appropriate follow up actions
  • Drive implementation of best practices and standards
  • Develops new models and processes to meet future business needs
  • Provides problem analysis and problem resolution at both a strategic and functional level
  • Recommends and leads improvement processes and initiatives
  • Performs other related duties as assigned by management
  • 5+ years of project management/process improvement background experienced in success with large, challenging transformational initiatives
  • Ability to manage up a team of FTEs across multiple teams and functions
  • Proficient with Microsoft Office Word, Excel, PowerPoint and Outlook
  • Strong verbal and written communication and presentation skills; able to effectively present complex information clearly across all audiences including senior level business leaders and stakeholders
  • Strong knowledge of health insurance industry with technology and operations background
  • Excellent time management, organizational, and prioritization skills
  • Able to work independently in complex and ambiguous environments and situations with keen attention to detail
  • Demonstrated collaboration and problem solving skills
  • Demonstrated experience successfully implementing change initiatives within a large organization
  • Adheres to Optum’s Cultural Values
  • Highly accountable, and leads with integrity
  • Powerful leadership skills with a vision and understanding of the future and subsequent changes required to meet business needs
  • Ability to retain confidentiality regarding privileged company information
  • Provides proactive approach and support to emerging business activities established to remain competitive in the marketplace
  • Proven ability to affect change and meet business goals, monitor progress and take corrective actions when necessary
  • An extremely organized, disciplined, hands on and process oriented leader who is not afraid of digging into details when necessary
  • A "failure is not an option" mentality and demonstrated proactive management style
  • Strong business acumen, intelligence, and capacity. Thinks strategically and implements tactically
  • Problem solves and approaches work from a "return on investment" perspective
  • Ability to work in a high energy, fast paced and data driven environment with changing priorities
  • Ability to think creatively and out of the box
  • Ability to lead and develop a highly skilled and motivated team
  • Excellent interpersonal skills with ability to interact professionally and maintain working relationships
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Associate Director Business Process Resume Examples & Samples

  • Act as functional owner in all efforts related to management, development and support of the Agent portal systems and processes
  • 3+ years relevant experience including a combination of leading business process and / or technical projects, management of project scope, schedule and budget and working with all levels of leadership
  • Prior management or leadership experience
  • Ability to help others work independently, prioritize work and meet deadlines
  • Demonstrated history in navigating cross functional / cross segment, enterprise groups within an organization
  • Ability to learn and understand the interdependencies of computer systems quickly
  • Excellent verbal / written communication skills. Ability to communicate effectively with multiple leadership levels within and outside the company
  • Demonstrated customer service skills in a professional business environment. Tact, diplomacy and sensitivity to respect confidential information
  • Intermediate proficiency with Microsoft Excel, Word, MS Project and PowerPoint
  • Experience working with project capital funding and budget forecasting
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Director, Business Process Improvement Resume Examples & Samples

  • Create decision support tools that enable leadership decision making against a number of KPIs. Develop analysis and provide insights for identifying key drivers, researching areas of opportunity, evaluating effectiveness, driving value through increased efficiency and lower costs and making recommendations on areas of focus/priority by size of opportunity
  • Dig into detailed reviews of highest expense lines/biggest potential savings opportunities and either fix broken processes, re-engineer processes for efficiency, or use analytics to determine opportunity areas in more detail for other cross functional teams to tackle
  • Develop, refine and document US operations policies and practices
  • Create a suite of standard analytical tools that enable us to get deeper insight into opportunities to generate revenue, save cost and overall improve our member experience and satisfaction
  • Support vendor selection, negotiation and management activities to ensure we have appropriate contractual coverage and effective processes to manage any invoicing disputes etc
  • Provide analyses and decision support tools to rationalize business decision making
  • Present opportunities for improvement at monthly meetings and key strategic events, spend time in field locations validating insights and recommendations with real life experiences
  • Minimum ten years BPI experience overall, plus minimum three years leadership experience within a BPI environment
  • Large scale, national, multi-site service or hospitality experience as well as some experience working in an entrepreneurial environment preferred
  • Has a proven track record in enabling KPI improvement and cost reduction
  • Highly collaborative with a demonstrated ability to build strong, credible relationships across functions
  • Able to communicate highly complex information clearly for all levels and audiences
  • High degree of critical thinking skill to evaluate options, prioritize work efforts and present solutions that are consistent with business objectives and strategy
  • Expertwith Business process creation, documentation, re-engineering, management
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Director Business Process Resume Examples & Samples

  • Responsible for owning and driving all UHC Payment Integrity NPS® activities. This will entail partnering with Optum Payment Integrity to ensure that we are in sync and driving to common goals
  • Provides leadership to and is accountable for the performance and direction through multiple layers of management and senior level professional staff
  • Obtain needed resources (e.g., different functional teams; subject matter experts; internal and / or external stakeholders) to implement business solutions
  • Work most often impacts a large business unit, or multiple markets / sites
  • Drives the strategic development of NPS business solutions in collaboration with Directors, Support Staff and Senior Leadership ensuring buy in and support
  • Exhibit understanding of the objectives for each Payment Integrity Operations team to identify impacts to providers, members and medical cost savings
  • Develops and executes strategies for NPS (Net Promoter Score) that cross multiple business segments and multiple business areas within UnitedHealth Group
  • Develop, demonstrate, and continuously improve understanding of NPS and the upstream and downstream impacts to partners of Payment Integrity
  • Expertise to problem solve day-to-day issues (especially those with NPS impacts) as well as issues falling outside of the traditional support provided
  • Ability to lead and drive the communication to key stakeholders, and to the internal Payment Integrity teams
  • Communicate with stakeholders (e.g., senior leadership; directors) to gain support and buy-in for proposed business process solutions, ensure consistent use and application of solutions across functions and teams
  • Demonstrate understanding of relevant organizations' operations, products and applications, strategies, processes, and / or business priorities in order to build effective solutions
  • Demonstrate understanding of basics of transaction monitoring (e.g., claims processing; eligibility transactions; customer installation)
  • Demonstrate and remain current in understanding of relevant regulations (e.g., healthcare; security)
  • Work with relevant stakeholders (e.g., end users; SMEs; sponsors) to establish appropriate NPS criteria and goals in order to show continuous improvement to NPS scores
  • Gather and / or document information on stakeholders' business requirements, specifications, and / or needs (e.g., conduct intake process; ask questions; review project charter; monitor regulation; review reports)
  • Provide input into and / or develop relevant policies, procedures, and / or work tools to support new or updated business processes
  • Take concept and anticipate the customer needs as developing the solution to meet the objectives; put the objectives into practice
  • Provide operational instruction and guidance to business partners impacted by NPS business process solutions (e.g., procedure; system; applications)
  • Monitor on-going progress of business processes to identify potential challenges, risks, and / or defects
  • Assess and / or document the outcomes (e.g., risks; benefits; impacts) of business decisions and / or changes (e.g., new client implementations; new health-care regulations) on implemented business processes
  • Bachelor's degree (or higher) in Business, Finance, Health Administration or equivalent work experience
  • 10+ years of work experience in a corporate setting
  • 7+ years of strategic experience with program leadership and program methodology (requirements, design, development, test and implementation)
  • 7+ years of experience in analysis of business process and workflow and providing an evaluation, benchmark and / or process improvement recommendations
  • 5+ years of management large initiatives that cross multiple business areas
  • Expert level of proficiency with PC based software programs and automated database management systems (Microsoft suite)
  • Excellent verbal and written communication skills, including trends and opportunities to clients and the business in writing and verbally
  • Network management background
  • Demonstrate understanding of COSMOS, UNET and CSP Facets claim platforms
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Executive Director Business Process Engineering Resume Examples & Samples

  • [50%] Software Workflow Design Consultation
  • Deep expertise in fields of process engineering, human factors and related disciplines
  • Successful track record of repeatedly finding opportunities for breakthrough performance, and executing on measurable transformations
  • Record of successful experience working with software engineering and design, in an Agile framework
  • Ability to articulate key principles of industrial design and human factors engineering in accessible terms
  • Excellent communication skills, including a history of effectively influencing leadership positions
  • Collaborative working style, with record of influencing through vision, inspiration and compelling logic
  • Understanding of, and ability to selectively apply elements of, LEAN, 6-Sigma and other leading process optimization methodologies
  • Adaptability to thrive in a nascent, rapidly growing team as roles evolve
45

Director, Business Process Solutions Resume Examples & Samples

  • Directs the design, development and implementation of business solutions that improve customer center performance and customer experience
  • Evaluates best practices on an ongoing basis; recommends actionable effective process improvement
  • Leads strategic planning efforts, coordinates with partners and work teams to ensure effective implementation of initiatives
  • Leads development of customer centers’ policies, procedure and playbook design
  • Ensures alignment between regulatory statutes and business practices. Works with internal audit and compliance partners to ensure transparency into customer center operations
  • Reviews quality assurance and problem resolution teams’ activities to evaluate sales, service, and collections performance
  • Partners with resources and leadership to develop and implement short and long-term solutions to facilitate delivery of customer center strategy
  • Partners with Finance team for accounts receivable, collections, and debt recovery throughout the financial cycle
  • 10 years progressive experience in customer call center environment required
  • Experience as site-Director or senior leader of call center operations with 150+ FTE preferred
  • Experience working from centralized operations, managing multi-site customer call center operations preferred
  • Experience in customer call centers utilized to support retail operations preferred
  • Expert knowledge of call centers operations, concepts, practices and procedures
  • Knowledge of TCPA and other applicable regulations and statutes regarding telemarketing
  • Understanding of dialer technology, call routing, and outbound & inbound dialer campaigns
  • Knowledge of business process development and change management concepts and implementation practices
  • Ability to clearly define and communicate strategic vision and expectations
  • Ability to lead implementation and adoption of strategy and process improvement
  • Knowledge of solution development methodologies
  • Business process and systems analysis skills
46

Director, Business Process Improvement Resume Examples & Samples

  • Through partnership with business leaders, proactively recognizes and translates process optimization needs into documented process improvement objectives
  • Establishes tools and methodologies for the creation of communication and change management plans, software, and training
  • Applies advanced technical capabilities within own discipline to coach and develop technical talent and project teams
  • Takes a lead position in complex initiatives of strategic importance (e.g., cross functional/cross geographies)
47

Senior Director, Business Process Controls Resume Examples & Samples

  • 50% Lead process re-design efforts across major processes/businesses/functions, including
  • Minimum 7+ years of experience in Advertising / Media Agency
  • Minimum of 7+ years overall work experience with emphasis on business process controls and media audit
  • Strong controls and process improvement experience
  • Excellent knowledge of Media planning tools, preferably Strata is required
  • Strong organizational skills with attention to detail
  • Strong numerical, analytical and conceptual thinking skills
  • A genuine team player, with result oriented spirit working under strict deadlines
  • Strong interpersonal skills and ability to forge good relationships with internal and external clients
48

Director, Business Process Mgt Resume Examples & Samples

  • Responsible for identifying resource need and obtaining appropriate funding/approvals
  • Responsible for selecting, developing, and deploying staff in the most effective manner to meet assigned objectives. Responsible for performance management, compensation decisions, rewarding and recognizing employees, and providing on-going, regular performance feedback
  • Strategic Partnership & Planning: Formulates highly complex, effective strategies consistent with the business and competitive strategy of the organization and/or functional area. Examines policy issues and strategic planning with a long-term as well as short term perspective. Determines objectives and sets priorities; anticipates potential threats or opportunities and vets them within the organization and with the client as appropriate. Develops strategies, objectives, and direction for both own direct reporting organization as well as client organization(s)
49

Associate Director Business Process, Onsite Resume Examples & Samples

  • Work well with ambiguity
  • Manage multiple projects simultaneously
  • Able to manage moving from strategic to tactical
  • Provides leadership to and is accountable for the performance of managers and/or senior level professional staff
  • 3 - 5 years of experience working in an operational environment
  • 5 years of experience analyzing and resolving business problems using basic process management tools and methodologies
  • Able to understand the business impact of upstream and down stream processes
  • Ability to communicate with audiences in a manner tailored to their understanding level or experience
  • Demonstrated ability to develop project plans
  • Demonstrated ability to propose business process solutions, facilitate the implementation of solutions, monitor the outcome of business solutions
  • Lean Mythologies and / or Six Sigma (Business operation) experience
  • Process mapping documentation
  • Help define and execute strategy
  • Critical thinking / Change Management mindset
  • 50-70% Travel
50

Director, Business Process Reengineering Resume Examples & Samples

  • Drive initiatives in the management team and organizationally that contribute to long-term operational excellence and a shared vision of the GPDO organization
  • Drive a performance management culture by developing and deploying tools and techniques that mobilize and develop individuals at all levels, encouraging cross-team collaboration to achieve positive results for the organization
  • Increase the effectiveness and efficiency of the organization’s performance across all GPDO functions through fostering relationships cross functionally, decreasing redundant work, and development of continuous and organizational learning
  • Establish strategy, direction and application of continuous improvement through Systems and Tools, Teaching (Training Curriculums and Mentorship), and Deployment
  • Implement operational excellence roadmaps to drive continuous improvement and value flow
  • Champion the strategic direction and transformation of Continuous Improvement by simplifying, standardizing, and integrating improvement programs
  • Establish and maintain best practices in areas of business processes, KPIs, and analytics
  • Lead the identification, prioritization and implementation of GPDO initiatives to improve and ensure long-term organizational excellence
  • Lead and facilitates all aspects of change and continuous improvement initiatives, as well as, assists in the coordination of corporate strategic goals measurement and management (strategic scorecard development)
  • Drive the evaluation of strategy and execute strategy changes and improvements by conducting extensive research and analysis of emerging business trends and consulting senior leadership team to align business plans with organizational growth and development
  • Lead the development of a strategic score card for GPDO
  • Lead Stakeholder engagement and coordination of best practices
  • Deploys system to standardize operational excellence best practices across the GPDO organization
  • Bachelor’s degree in a scientific related discipline required. MBA or advanced degree preferred
  • Direct experience leading and supporting operational excellence transformations in a pharmaceutical or a related regulated industry, is required
51

Director Business Process Improvement Resume Examples & Samples

  • Develop and lead program assessment activities to prompt early identification of gaps and program issues. Create tools and templates to perform gap analysis on important programmatic areas in 1DF and prioritize recommendations that will lead to improvement action plans
  • Coach process owners in observing, developing, and diagnosing value streams in the Gemba (place where work happens and value is created) for all 1DF processes, using Lean Six Sigma/Agile SCRUM/Kanban tools, provide guidance and mentoring to the process owners to develop ongoing action plans to deliver efficiency, performance accountability, role clarity and process improvements
  • Evaluate the 1DF business plan initiatives and corrective action practices and provide recommendations on methods to streamline action identification and ongoing reporting
  • Bachelor’s Degree in Engineering, Business or related degree and 10+ years of related experience (improvement work, project management or applicable business experience)
  • Mastery of several Lean Six Sigma concepts
  • Eight years of hands on Lean or Six Sigma experience
  • Ability to train and mentor new practitioners
  • Strong leadership, communication, facilitation and project management skills
  • Proven ability to multi-task and prioritize assignments