Operations Senior Supervisor - Evernorth - TN

The operations senior supervisor is responsible for managing a team of up to 15 employees performing a variety of mailroom and claim entry/correction process functions.

The supervisor will be responsible for staffing capacity (including interviewing, reviewing/entering time, approving PTO based on business requirements), and coaching employee performance based on established metrics and employee behavioral characteristics.

Senior supervisor will lead improvement initiatives, workflow redesigns, and staffing capacity discussions to optimize performance across teams.

Senior supervisors are expected to facilitate daily, weekly, and monthly team and individual huddles, as well as project and improvement meetings with global service (GSP), internal, and matrix partners.

Responsibilities


* Manages the daily operations of assigned team of at least 15 employees.


* Demonstrates managerial courage in difficult employee and peer conversations to improve operational metrics.


* Over sees daily operations of the mailroom vendor(s), promotes continuous improvement and accountability, and collaborates with business partners to identify efficiencies and eliminate redundancies.


* Leads and collaborates with matrix partners to manage improvement projects, streamline workflows, find efficiencies and create a variety of standard operating procedures.


* Engages quality team to better meet the needs of the mailroom and business teams.


* Facilitate performance management conversations with direct reports to maintain/improve productivity and quality requirements.


* Facilitates, as necessary, performance improvement plans while utilizing objective metrics/performance and recommendations from support teams (e.g., SMEs, Coaching, Quality).


* Facilitates daily, weekly, and monthly individual and team meetings to develop an inclusive, productive, and performance driven culture.


* Utilizes an Enterprise Management Operating System (eMOS) (as applicable) and other reporting tools daily to review key performance, productivity, and quality metrics to influence individual and team performance.


* Facilitates the development of policies, procedures, and knowledge exchange articles to ensure consistency and accuracy of processes.


* Enhances the capabilities of direct reports by assessing individual strengths and areas for improvement, providing tailored mentoring, and leveraging cross-functional support teams (e.g., quality, coaching, training) to drive performance and elevate quality standards.


* Facilitates administrative supervisory functions related to compensation planning, employee relations communication/coordination, leave of absence submission, time keeping, and all other related company initiatives.

Requirements


* This position is located in Chattanooga, TN.


* High School Diploma or GED required.


* 1+ years of direct experience managing employees working in claims processing, inventory, and capa...