Vice President, Client Services
Location: Work from Home
More
information about this job:
We are a large global
Business Process Outsourcing company with more than 26,000 employees around the
world, including Canada, the United States, Europe, Central America, and the
Philippines. With 175 million customer interactions supported annually via
voice, email, chat and social media, across the telecommunications, utilities,
high tech, gaming, finance, retail, e-commerce, travel and logistics, and
healthcare industries, we enables customer experience innovation through
spirited teamwork, agile thinking, and a caring culture that puts customers
first.
Position
Overview:
We are looking for an enterprising Director/VP of Client
Advocacy. Reporting to the Global VP for Client Service with the
following key responsibilities:
Location
This is a remote position where the team member may be based
anywhere in North America
Specific
Responsibilities May Include:
Required
Experience, Skills & Competencies:
Required Knowledge
Required Skills & Abilities
Required Professional Designation/Certification
Required Experience
Industry Knowledge and Experience
Ethics
A person of high character is consistent in acting in line with company
values; talks straight; walks his / her talk; works through conflict; delivers
negative feedback and messages without hesitation; deals fairly with problem
performers; lets everyone know where they stand; not afraid to make negative
decisions and take tough actions; challenges the status quo; direct, truthful,
and keeps confidences
Company Values:
The company recognizes and embraces the importance of values in
our ever-changing workplace. To be successful, all applicants must
demonstrate behaviors that they are reflective of our values:
· We embrace change and
initiate opportunity
· We have a passion for
growth
· We believe in spirited
teamwork
· We have the courage to
innovate
We are committed to diversity and equitable access to employment
opportunities
Call Center Director
Kingston, Jamaica • Position is located in Kingston, Jamaica
•
Position Summary:
Responsible for a Line of Business within operation
engagement center including profitability (P/L) and (SGA). Duties may include
developing and monitoring service standards and goals; performing sales and
service analysis, improving group performance, coordinating staff, budget and
resources to provide quality service and/or improve sales performance.
Assists in the development and implementation of operational
business plans and initiatives. Manages client relationships to grow and
support current business. Balances short-term and long-term business
operational objectives to maximize performance for the client. Provides
guidance and support to all departments regarding their areas of
responsibility, resolving complex problems or inquiries.
Responsible for monitoring performance on defined client
metrics; deploying human and technology resources to maximize the efficiency
and effectiveness of engagement center activities.
Directs other managers to accomplish goals. Hires, trains, develops, and
retains a diverse workforce.
Essential
Duties & Responsibilities:
Manages the operation of a LOB
within an engagement center to ensure client expectations are met and business
objectives are obtained. • Leads the implementation of strategic plans and
initiatives. • Monitors performance metrics for the client and takes steps to
ensure projects and initiatives stay on course and goals are achieved. •
Directly manages a team of operations managers and 500 FTE, directing their
activities toward accomplishing client goals and objectives.
Hires, trains, develops and retains
a diverse workforce. Writes and conducts performance evaluations, makes
employment decisions, sets performance goals and objectives for assigned team.
• Meets regularly with operations leadership and support department leadership
and staff to review center performance for the client.
Leads and participates in internal
and external organizations in the development of business practices that enable
the delivery of customer service more effectively and efficiently.
May perform other related duties and
responsibilities as assigned and/or required, including leading or
participating in projects as necessary.
Job
Requirements:
Related Work Experience: 8-10 years related experience including 3-5 years
progressive management experience.
Education and/or formal training: Bachelor’s degree required;
Master’s degree highly desirable.
Knowledge, Skills and Abilities: Fluent in verbal and written English. Able to multi-task,
and have demonstrated organizational, detail orientation, prioritization skills
and time management skills to ensure that work related activities are completed
in an accurate and timely manner. Ability to work effectively in a team
oriented, high demand and fast paced environment. Ability to maintain high
level of confidentiality and work with highly sensitive data and
information. Solid communication skills
to effectively deal with various levels of management, staff and/or outside
contacts. Demonstrated interpersonal skills to work effectively in a team
environment and maintain a professional and positive manner. Effective listening skills to ensure
understanding of instructions and directions and effectively communicate
progress and problems to co-workers and management.
Familiarity a variety of office
equipment, standard software packages and application and use of personal
computers to include the Microsoft Office suite of products. Demonstrated
effective project management, presentation, negotiation and persuasion
skills. Ability to proactively and
continually collaborate with clients and colleagues to ensure needed business
outcomes.
Demonstrated analytical aptitude to
identify opportunities for change, identify alternative best practice solutions
and anticipate future problems and opportunities. Demonstrated problem
identification and problem resolution skills used to effectively determine and
implement alternative solutions and bring issues to a positive resolution.
Demonstrated ability to apply
assessment measurement and evaluation techniques to ensure processes, systems
and applications meet business needs.
Demonstrated ability to solve complex of problem; gleans meaning from
whatever date is available; is a quick study of the new and different. Learns
new methods and technologies easily.
Adds personal wisdom and experience to
come to the best conclusion and solution, given the situation; used multiple
problem-solving tools and techniques. Effective
problem-solving skills used to identify and resolve day-to-day operation and
employee relations problems.
Demonstrated leadership skills to
effectively develop and lead a high performing team in meeting
function/department/company short-term goals and objectives. Ability to take
charge and get results within a team environment. Demonstrated ability to
resolve differences impartially and bring issues to a positive resolution. Demonstrated
change management aptitude and ability. Takes a proactive role in bring about
change, applying new ways to develop the business through improved management
of people and processes.
Ability to think strategically and
identify critical success factors when developing strategy and plans for
assigned area of responsibility. Ability to translate diverse pieces of
information into meaningful conclusions and results.
Ability to proactively develop and
maintain solid business partnerships to ensure success in balancing the
department and customer needs with the legal and financial expectations of the
organization and ensure needed business outcomes.
Demonstrated ability to clearly and
concisely express ideas and concepts verbally and inwriting and adopts writing
style and language to fit the situation/audience. Knows the business and the mission-critical
technical and functional skills needed to do the job; understands various types
of business propositions and understand how businesses operate in general.
Takes on all issues, challenges and
people; comfortably confronts and works through conflict; delivers negative
feedback and messages without hesitation deals promptly and fairly with problem
performers and lets everyone know where they stand.
Thrives in crises and is energized
by tough challenges. Not afraid to make negative
decisions and take touch actions; challenges the status quo.
Demonstrated ability to formulate and
actualizes short-range plans to implement business strategies. Must have an
in-depth knowledge of call processing, customer service principles,
collections, telemarketing sales, customer retention and loyalty, or engagement
center management.
Other position
Considerations:
Travel may be required to attend
work related meetings and training sessions.
May be required to work a flexible
schedule that provides needed coverage for customer service levels and/or
time-sensitive projects. Incumbent must be able to support operations which are
opened weekends and evenings.
All employees must be willing to
work all shifts, overtime, holidays and emergency shifts as required.
Able to maintain a regular work
schedule to meet the needs of the business.
Required to read and follow all
company policies and procedures. • Support and model the company values.
We are an Equal Opportunity Employer
Vice President of Business Development, Healthcare Payors
Your job will be to work with a
high-performance team to grow revenue and profits by increasing value for our
clients and their end-consumers. You will personally cultivate new logo opportunities
selling multi-channel contact center, back office, RPA, clinical and
non-clinical Provider outsourcing services that are consistent with company
objectives, goals, and standards to secure sales to exceed revenue targets. You
must have a proven, individual sales record of working in direct sales to
build successful relationships with clients.
Are you a true sales
hunter? Please consider this role if you are solutions oriented and a
consultative deal driven sales person with the following personal attributes:
1) intense intellectual curiosity about exceeding consumer expectations, 2)
keenly situationally aware, 3) a selfless team player 4) relentless in the
pursuit of closing large global deals, 5) deep appreciation for global delivery
and global diversity, and 6) guided by a strong ethical compass.
We offer very competitive
salary, benefits and commission program as well as career advancement
opportunities for high performers.
Principal Duties and
Responsibilities:
Seeking a seasoned sales
professional with experience in the healthcare software products field.
Extensive experience selling software and technology solutions to healthcare
payers including Blues, commercial payers and emerging hybrid organizations is
expected. Experience should include opening new accounts, prospecting
within existing accounts, client relationship management, account management
and sales strategy. Must have experience selling to regional and national
payers, healthcare services (not products or software), have clinical sales
background, population health services, care coordination, SDoH
and nurse triage. A preference for experience in international sales
activities and multi-shore.
·
Responsible
for meeting and exceeding revenue target goals:
o Year 1 - $3.5 MM
o Year 2 - $5 MM
o Year 3 - $7.5 MM
·
Must
have strong experience and relationships in the verticals of Healthcare with
proven success in Provider services.
·
Manage
sales pursuits from the lead generation stage to needs assessment, instrumental
in the development of the solution, value proposition and provocation, write
proposals and presentations, and close. Must have the experience to sell the
solution internally while working with the prospect to move the opportunity
through the pipeline and close it.
·
Determine
the viability of client programs based on client expectations and available company
resources to ensure expectations can be met and client programs are profitable.
·
Manage
the business development communication process to ensure all affected
departments are aware of client programs that will require resources.
·
Support
marketing efforts by providing input, based on market indicators, on the
development of services and providing pricing information for those services.
·
Keep
abreast of market needs in the industry or industries targeted and keep offers
management and client services informed.
·
Must
maintain SalesForce.com tool with all sales efforts using established Staging
from lead, opportunity through close to track and report the status of new
business development efforts and pipeline growth.
·
Interact
closely with Operations, Client Services, I.T., Solution Engineers, and sales
support team as necessary.
·
Artfully
manage internal multi-national relationships and the prospective company as you
negotiate terms in a professional environment.
The above statements are
intended to indicate the general nature and level of work being performed by
employees within this classification. They are not intended to be an exhaustive
list of all responsibilities, duties and skills required of employees assigned
to this job. Employees in this job may perform other duties as assigned. In
addition to the above, all company employees are expected to demonstrate strong
business ethics, morals and character as key tenants of your working
relationships with your prospects.
What You'll Bring:
Our goal is to find a candidate
with experience selling, and consultative knowledge of, many of the following
services:
1.
Clinical
sales
2.
Population
Health Management
3.
Medical
Device Monitoring Services
4.
Physician
Scheduling
5.
Care
Management
6.
Patient
Excellence
7.
Life
Sciences
8.
Denials/Reversals
9.
Revenue
Cycle Management
In addition:
·
Minimum
of 10 years of successful sales experience in the healthcare vertical required.
·
Aggressive
sales executive who can to forge key relationships with CEO's, CFO’s and other
C-suite executives as well as key line of business contacts, along with
internally aligning support for contract execution.
·
Proven
ability to develop new BPO business and proven success in meeting sales quotas.
·
Deep
expertise selling globally.
·
Strong
and capable leader that is self-motivated and driven to win the confidence and
trust of her/his prospects, clients, global operations, and pursuit teams alike
- establishing winning strategies, and exerting influence both internally and
externally to win new business.
·
Innovative
team player with the energy, creativity and an entrepreneurial spirit to
achieve success. A professional who earns respect for his/her leadership,
intelligence and expertise.
·
Success
as a superb relationship builder, negotiator and communicator.
·
Bachelor’s
Degree. Advanced degree a plus.
·
Proficient
in use of PC applications software: MS-Word, MS Project, Excel, and Visio.
·
Excellent
communication skills, both written and verbal.
Vice President of Business Development, Healthcare Provider/Payer
Sales
Your job will be to work with a
high-performance team to grow revenue and profits by increasing value for our
clients and their end-consumers. You will personally cultivate new logo
opportunities selling multi-channel contact center, back office, RPA, clinical
and non-clinical Provider outsourcing services that are consistent with company
objectives, goals, and standards to secure sales to exceed revenue targets. You
must have a proven, individual sales record of working in direct sales to
build successful relationships with clients.
Are you a true sales
hunter? Please consider this role if you are solutions oriented and a
consultative deal driven sales person with the following personal attributes:
1) intense intellectual curiosity about exceeding consumer expectations, 2)
keenly situationally aware, 3) a selfless team player 4) relentless in the
pursuit of closing large global deals, 5) deep appreciation for global delivery
and global diversity, and 6) guided by a strong ethical compass.
We provide a very competitive
salary, benefits and commission program as well as career advancement
opportunities for high performers.
Principal Duties and
Responsibilities:
Seeking a seasoned sales
professional with experience in the healthcare software products field.
Extensive experience selling software and technology solutions to healthcare
payers including Blues, commercial payers and emerging hybrid organizations is
expected. Experience should include opening new accounts, prospecting
within existing accounts, client relationship management, account management
and sales strategy. Must have experience selling to regional and national
payers, healthcare services (not products or software), have clinical sales
background, population health services, care coordination, SDoH
and nurse triage. A preference for experience in international sales
activities and multi-shore.
·
Responsible
for meeting and exceeding revenue target goals:
o Year 1 - $3.5 MM
o Year 2 - $5 MM
o Year 3 - $7.5 MM
·
Must
have strong experience and relationships in the verticals of Healthcare with
proven success in Provider services.
·
Manage
sales pursuits from the lead generation stage to needs assessment, instrumental
in the development of the solution, value proposition and provocation, write
proposals and presentations, and close. Must have the experience to sell the
solution internally while working with the prospect to move the opportunity
through the pipeline and close it.
·
Determine
the viability of client programs based on client expectations and available
company resources to ensure expectations can be met and client programs are
profitable.
·
Manage
the business development communication process to ensure all affected
departments are aware of client programs that will require resources.
·
Support
marketing efforts by providing input, based on market indicators, on the
development of services and providing pricing information for those services.
·
Keep
abreast of market needs in the industry or industries targeted and keep offers
management and client services informed.
·
Must
maintain SalesForce.com tool with all sales efforts using established Staging
from lead, opportunity through close to track and report the status of new
business development efforts and pipeline growth.
·
Interact
closely with Operations, Client Services, I.T., Solution Engineers, and sales
support team as necessary.
·
Artfully
manage multi-national relationships within HGS and the prospective company as
you negotiate terms in a professional environment.
The above statements are
intended to indicate the general nature and level of work being performed by
employees within this classification. They are not intended to be an exhaustive
list of all responsibilities, duties and skills required of employees assigned
to this job. Employees in this job may perform other duties as assigned. In
addition to the above, all employees are expected to demonstrate strong
business ethics, morals and character as key tenants of your working
relationships with your prospects.
What You'll Bring:
Our goal is to find a candidate
with experience selling, and consultative knowledge of, many of the following
services:
1.
Clinical
sales
2.
Population
Health Management
3.
Medical
Device Monitoring Services
4.
Physician
Scheduling
5.
Care
Management
6.
Patient
Excellence
7.
Life
Sciences
8.
Denials/Reversals
9.
Revenue
Cycle Management
In addition:
·
Minimum
of 10 years of successful sales experience in the healthcare vertical required.
·
Aggressive
sales executive who can to forge key relationships with CEO's, CFO’s and other
C-suite executives as well as key line of business contacts, along with
internally aligning support for contract execution.
·
Proven
ability to develop new BPO business and proven success in meeting sales quotas.
·
Deep
expertise selling globally.
·
Strong
and capable leader that is self-motivated and driven to win the confidence and
trust of her/his prospects, clients, global operations, and pursuit teams alike
- establishing winning strategies, and exerting influence both internally and
externally to win new business.
·
Innovative
team player with the energy, creativity and an entrepreneurial spirit to
achieve success. A professional who earns respect for his/her leadership,
intelligence and expertise.
·
Success
as a superb relationship builder, negotiator and communicator.
·
Bachelor’s
Degree. Advanced degree a plus.
·
Proficient
in use of PC applications software: MS-Word, MS Project, Excel, and Visio.
·
Excellent
communication skills, both written and verbal.