RS Education VP of Operations and Client Experience will play a key role in sustaining the integrity and efficiency of the RS Education operations to ensure awareness, alignment, and prioritization of operations related to the administration of student health which includes project management, business processes, waiver process management, client support, and business systems. The VP of Operations and Client Experience leads and guides all operational aspects of the aforementioned functional areas to ensure client success and satisfaction, while creating scalable, efficient and successful processes for RS Education to follow across all locations.
RS Education will rely on this individual to plan, direct, and coordinate across functional areas to ensure goals and objectives are accomplished. This role will include high levels of client and vendor interaction and the successful application of knowledge, skills, tools, and techniques to meet client expectations, as well as retain clients and staff members.
Primary Duties & Responsibilities:
- Collaborate with the PMO manager and team to develop repeatable processes and procedures for successful project delivery.
- Manage business process partnerships, including (but not limited to): partner selection; partner training; daily work/task allocation; daily performance monitoring; redefining processes as necessary; workflow improvement suggestions and implementation; etc. with the Business Process Manager.
- Partner with the Business Process Manager and Client Experience leadership to review business process partner performance, opportunities for improvement and aligning resources based on production calendars.
- Interface with the Waiver Process Manager to develop, and execute on, the end-to-end waiver process for all applicable clients, including but not limited to: partner selection; technical and non-technical workflows; system enhancements; auditor/partner training; daily performance tracking; and priority management in conjunction with Client Experience/Account Management.
- Administer, enhance, build reports/dashboards and continuously evaluate key business systems such as Zendesk and RingCentral with the Business System Leader(s)
- Collaborate with Account Management, Client Operations, Account Executives, Marketing and IT/Development teams to ensure processes, procedures, partnerships and systems are in place to maximize client retention and development.
- Develop repeatable processes and procedures for successful client management, including utilization of task teams and specialists where required.
- Work closely with other internal functional area managers on workflow and process standards and improvements, while adhering to change control processes to accurately ensure each area has the information needed to service Risk Strategies Education schools in a consistent and reliable manner.
- Select, develop, manage, and evaluate direct reports; oversee the selection, development, management, and evaluation of indirect reports.
- Lead business meetings, including requirements and reviews, and deliver technical and business impact presentations with business users.
Requirements and Qualifications:
- 10-15 years of relevant work experience (supporting project manager, business processes and key business partnerships while working closely with operations management, account management, technical management and sales).
- Demonstrated experience working directly, in a lead role, with highly visible client executives.
- Experience in the healthcare industry or student insurance.
- Proven organizational skills and team management ability (including significant leadership and mentorship experience).
- Possess an exceptional customer service attitude, be dependable with a great work ethic, show demonstrated initiative, and display ownership of issues.
- Highly proficient in driving business process improvement, training methods, team or department planning, process diagrams, action plan management, and policy and procedure development.
- Proficient in Microsoft Word, Excel, PowerPoint, Project, Visio and Outlook;
- Zendesk experience preferred.
This position may have access to sensitive information such as PII and/or PHI. As such, all AHP employees sign and adhere to AHP’s Information Security Handbook covering information security policies and procedures.
AHP’s offices are based in Grapevine, Texas (west of DFW Airport) and the ideal candidate for this position is in the greater Dallas Fort Worth area with flexibility to occasionally attend Team Events in the office. AHP offers employees the option to be either in-office or remote to support their work style.
Risk Strategies is the 9th largest privately held US brokerage firm offering comprehensive risk management advice, insurance and reinsurance placement for property & casualty, employee benefits, private client services, as well as consulting services and financial & wealth solutions. With more than 30 specialty practices, the firm serves commercial companies, nonprofits, public entities, and individuals, and has access to all major insurance markets. Risk Strategies has over 100 offices and nearly 5,000 employees across the US and Canada.
Industry recognition includes being named a Best Places to Work in Insurance for five consecutive years (2018-2022) and to the Inc. 5000 list as one of America’s Fastest Growing Private Companies. Risk Strategies is committed to being good stewards for our company, culture, and communities by having a strong focus on Environmental, Social, and Governance issues.
