Program Specialist, Sr

JOB DESCRIPTION

Job Summary

The Business Process Outsourcing (BPO) Senior Program Specialist is responsible for overseeing performance of offshore teams, ensuring service level agreements (SLAs) are met, key performance indicators (KPIs) and quality scores are tracked, and proactively providing reporting and updates to onshore business stakeholders.

This Senior Program Specialist is the primary liaison between designated processes and their respective business owners and serving as subject-matter experts.

This role will interact closely with business teams such as operations, call center, and enrollment.

The position will also impact the broader BPO Office by supporting BPO Program Specialists to drive positive results for the department.

This position requires strong analytical skills, relationship management, communication, solid judgement, and problem resolution to support critical business functions.

Responsibilities

Act as the primary contact with our sales and / or broker and enrollment system partners to support the enrollment system configuration and testing of voluntary benefits.

Key responsibilities include:



* Partner with business owners on new process transitions or existing process improvement opportunities, and develop documentation, appropriate sign offs, and broad communication regarding changes are in place before implementation.


* Assist BPO Director in identifying workflow trends, gaps, and opportunities to drive process improvements.


* Maintain escalation contacts and oversee priority handling to ensure timely execution.


* Oversight and routine reporting on all SLA's, relevant metrics, KRI's, etc.


* Provide regular dashboard reporting detailing performance, current statuses, areas of improvements, and project updates and present to business partners.


* Quick identification of any process backlogs and implementation of solutions to mitigate and resolve.


* Build and maintain strong liaisons and partnerships with internal/external business clients and their teams in pursuit of ongoing BPO success.


* Engage Genpact via coaching and mentoring to maintain culture of continuous improvement for all workflows and processes.


* Collaborate with business owners to address issues with proactive solutions and regular, comprehensive communication to necessary partners.


* Provide input and make decisions on policies, systems, methods, and procedures for the effective management and control of the BPO functions.


* Ensure process maps and documentation are kept up to date.

Create any needed documentation when gaps are identified, or new processes are implemented through the change management process.


* Collaborate with business partners and Director to drive and secure the Change Management Process.


* Represent BPO needs within Chubb/Combined and vice versa.


* Effectively manage resources and direct workflows to optimize service outcomes to achieve business objectiv...