Group Manager - Operations
About CapgeminiWith more than 180,000 people in over 40 countries, Capgemini is a global leader in consulting, technology and outsourcing services. The Group reported 2015 global revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model. Learn more about us at www.capgemini.com. Rightshore® is a trademark belonging to Capgemini. Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship. Click the following link for more information on your rights as an Applicant:http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law Job Title: Group Manager - OperationsJob Location: Horsham, PAAbout the position and responsibilities:-Job Description:We are looking for someone to lead, direct and manage a portion of the Long Term Care (LTC) Claim Department as part of the senior management team. You will be directly responsible for the overall planning and implementation of claims support processes, driving increases in efficiency and implementing productivity improvements resulting in client focused service delivery. You will also monitor and control costs while maintaining exceptional service levels, and determine strategies that will increase the company’s profitability. As a leader within the claim department, you will help to establish specific performance expectations, service delivery requirements and audit programs to ensure adherence to policy and procedures and assist in designing and implementing goal oriented training programs for new and existing team members across all of the Claims Department. Essential Duties and Responsibilities include the following (Other duties may be assigned) • Provide leadership and guidance to Team Leads and Supervisors to develop highly skilled, result oriented and customer focused teams that consistently meet and/or exceed service levels and performance standards.• Establish clear and concise performance standards and service levels and implement processes that monitor gap analysis and incorporate corrective action planning.• Develop reporting, monitor and report out on all aspects of SLA’s related to Claims unit. • Oversee the set up and delivery of strategic training programs for inexperienced and experienced claim personnel and encourage/enable external training.• Develop, recommend and implement strategic programs and procedures that encourage customer loyalty, company profitability and cost effective productivity.• Ensure that Claims as a unit is adequately staffed and team members are provided with the appropriate resources to provide exceptional client service.• Direct all aspects of recruitment and develop interview techniques and tests to ensure the selection of qualified candidates.• Select and monitor external vendors to ensure exceptional business practices, quality and cost assurance and their contribution to increasing claims close ratio.• Establish procedures with, and act as a liaison to other business units.• Represent Claims during meetings and inter departmental matters.• Represent Claim Department during internal/external presentations.• As part of the Claims Department senior management team, will work in conjunction with 2 other senior managers to establish departmental policies and provide consistent management oversight to all Claims units. • Will contribute to the future strategy of the Claims Department to ensure stability and scalability of the unit.• Any other duties that may be assigned.