Senior Manager, Client Delivery

Leads the successful planning, support, and adoption of financial processes and/or technical systems

Continually evaluate technical systems, system requirements, and limitations for opportunities across the enterprise

Remain agile in addressing changing business needs through technical and business process solutions

Develop and maintain strategic partnerships with VSP Division Management Teams; provide business partners and key executives with customer perspective and facilitate timely response to complex business challenges and opportunities

Identify, consolidate, and prioritize training needs and coordinate training programs with the training unit

Develop and maintain enterprise-wide service level agreements and methods for monitoring service level agreements. Analyze and report on achievement and causes of deviation from expectations

Manage internal resources to ensure business needs are clearly understood and then delivered as agreed for automated solutions. Similarly, manage expectations regarding the agreements for meeting the business needs

Contribute to the development of Division strategic and tactical goals, initiatives, and objectives

Demonstrate leadership and initiative to reduce administrative costs by working with others to achieve savings

Identify, analyze, and diagnose issues that cause service degradation

Coordinate with other units/departments to facilitate special requests, resolve workflow issues and production issues, and escalated customer inquiries

Be alert to customer trends and potential problems developing that negatively impact service and resolve issues as appropriate. Recommend and implement procedural and system changes to deliver quality service to internal and external customers

Seek out process improvements that result in administrative cost savings without a negative impact to the quality of service provided to customers

Establish effective relationships with direct reports and maintain/improve employee satisfaction as defined through company measurements including upward evaluation, employee satisfaction survey, retention, etc.

Monitor the performance of direct reports. Provide prompt and objective feedback, coaching, and counseling, including corrective action plans as appropriate. Collaboratively develop individual development plans for all staff. Coordinate with training department to ensure all staff receives appropriate training

Job Specifications

Bachelor’s degree in related field or equivalent experience; Minimum of 1 additional year of experience related to functional area

Minimum of 3 years of management experience with responsibilities for hiring, training, assigning work, and managing performance of direct reports

Previous experience in a fast-paced production environment

Demonstrated ability to provide services and support for complex systems or issues

Excellent interpersonal skills to facilitate, educate and build strong business partner relationships

Strong team building and collaboration skills

Strong organizational and project management skills

Proficient with spreadsheet and word processing applications; ability to work with a variety of system applications

Ability to analyze work processes and make recommendations to improve department efficiency

Excellent problem-solving and analytical skills

Excellent verbal and written communication skills, including the ability to present technical information in a user-friendly format

Preferred Skills

Strong technical knowledge of SAP

Account Receivable and Collections experience

Advanced Excel skills

Strong Data Analytics skills

#LI-REMOTE

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Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses, equity and commissions. For more information regarding VSP Vision benefits, please .

Salary Range:

As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.