Director, Business Process Services - Toronto, Canada - Maximus Services, LLC

Description

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems.

By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is t o affect fundamental change in the lives of every individual with whom we engage and at every touchpoint.

And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

In 2011, the Ontario Ministry of Health and Long-Term Care (MOHLTC) selected Maximus to manage Administrative Services for the Ontario Drug Benefit (ODB) Program.

The ODB Program provides prescription drug benefit coverage for participating clients - including those who are most vulnerable and low income, who would otherwise be unable to afford critical and costly medication.

Maximus manages more than 2.6 million ODB client accounts for recipients receiving prescription drug benefits coverage for products and services under the ODB Program.

As the Director, Business Process Services, you will provide strategic and operational leadership to serve our employee, client and customer needs, in balance with achieving Maximus' business goals.

A major focus of this role is to engage employees and internal stakeholders to achieve peak work performance, so that service level requirements are met within the financial forecasts.

A major driver is to reduce costs by creating and transforming processes while ensuring that Maximus continues to be an employer of choice.

The Director, Business Process Services is future focused; always looking at the larger business landscape for opportunities while actively planning for the immediate future by creating a business strategy and engaging their teams in the process of setting and achieving goals and objectives.

• Ensure client satisfaction and that the contract(s) is delivered according to the requirements
• Set clear expectations, provide performance feedback, and develop direct reports through coaching, performance plans and reviews.
• Find and close new revenue opportunities within the existing client base
• Coordinate analytic, strategic and technical resources to meet client expectations and ensure satisfaction
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and people leadership and development
• Identify and research service level risks for problem resolution and management notification. Oversee escalation plan when service levels are negatively impacted.
• Engagement and supporting contact center culture and reward and recognition initiatives.
• Use specific workforce analytics, with sound and appropriate data inputs, to identify and define forecasting and reporting needs of the business.
• Produce and develop accurate reporting to measure and define key performance indicators (KPIs).
• Work with stakeholders to fulfill reporting requests and gathering of data inputs to support decision making for the business.
• Develop and implement operational practices that establish positive employeremployeeclient relationships and promote high levels of employee morale
• Ensure all Company policies and procedures are followed within the site
• Ensure Compliance with all Internal and Client Operational Procedures and Requirements
• Collaborate with business leaders to design solutions that meet evolving company objectives

• Strong negotiation, interpersonal, written and oral communications skills including statistical report writing
• Deep knowledge of Call Centre platforms, claim management, document processing and case management
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center
• Must have availability to work various shifts influenced by current business needs.
• Continuously demonstrate a high sense of urgency
• Possess a high level of Professionalism
• Must have a keen sense of attention to detail, taking the initiative
• Understanding of government rules, regulations, compliance requirements and policies

• Bachelor's degree in Commerce or Economics or equivalent experience

• Must be able to pass a Criminal Record Check

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide.