Director Managed Business Services
Job Summary
The Director of Managed Business Services will serve as the primary architect for the company's global outsourcing strategy. You will oversee end-to-end management of outsourced ecosystems, including contact centers and business process functions. This role is responsible for aligning external operations with quality, compliance, and cost objectives while driving organizational transformation.
Responsibilities
- Design and execute global outsourcing strategy
- Manage BPO/ITO vendor relationships and performance
- Negotiate commercial contracts and SLAs
- Ensure HIPAA, SOC2, and compliance standards
- Drive operational transformation and cost-savings
Required Skills
- 10+ years Insurance Operations experience
- Expertise in BPO/ITO vendor management
- Contract negotiation and Procurement skills
- LEAN/Six Sigma methodology proficiency
- Cross-functional leadership in global environments
Job Details
### Position Responsibilities
- Lead the ongoing analysis and cross-functional framework to determine which business functions are optimized for outsourcing versus internal retention.
- Design and execute an operating model that supports scalability, ongoing risk mitigation and execution of critical business initiatives across a matrixed organization.
- Drive core business transformation by identifying marketplace trends and shifting outsourcing from transactional tasks to transformational outcomes.
- Align service provider visions with long-term corporate goals to ensure flexibility and growth.
- Drive the end-to-end selection process, including RFP leadership, vendor vetting, and onboarding of partners.
- Partner with Procurement to identify and execute Master Service Agreements (MSAs) and Statements of Work (SOWs) while monitoring value delivery and ROI.
- Negotiate matters of significance with senior management and external executives to ensure favorable commercial terms.
- Establish and monitor rigorous Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) focused on financial accuracy and member experience.
- Perform operational governance by preparing consolidated performance reports and tracking ROI on initiatives.
- Ensure meticulous billing analysis and identify opportunities for long-term cost savings.
- Set and enforce rigorous standards for offshore and nearshore sites to ensure adherence to HIPAA, CMS regulations, SOC2, and data privacy requirements.
- Partner with Audit, Security, and Compliance departments to lead the response to vendor-side audits or data incidents.
- Lead the transition and change management of new work streams, including documentation and workflow design.
- Act as the primary bridge between internal departments and external partners to ensure seamless knowledge transfer and brand consistency.
### Required Qualifications
- Bachelor's Degree in Business, Operations or relevant field.
- 10+ years in Insurance Operations.
- 8+ years working with teams in multiple locations and disciplines.
- 8+ years of coaching and developing cross-functional people and teams.
- 6+ years of experience in LEAN, Six Sigma, or other improvement methodologies.
- 6+ years of experience leading large-scale implementations across multiple site locations.
- 5+ years of experience in procurement processes, including negotiating and contracting BPO services.
- 5+ years managing 3rd-party BPO/ITO relationships in insurance operations.
- Strong legal and commercial acumen with experience in multi-million dollar contract negotiations.