Salary Range: $99700 – $149500
The stated pay range is based on a national-average location. Actual salary is determined by factors including relevant work experience, skills and location.
Optavise, a CNO Financial Group Company is seeking a Manager, Operations Analytics & Reporting to oversee the development of successful analytics and reporting to improve the delivery of Optavise services. This role manages the Benefit Analyst team that is responsible for implementing and maintaining client plan data within Optavise Member Operations systems, as well as the reporting analyst team responsible for data analysis and reporting. This position is responsible for supporting the success of the proprietary Optavise member case management platform and processes from initial client intake through renewal.
This is your opportunity to lead a team of data driven professionals in a niche industry. You’ll partner with partners with Optavise internal teams to effectively manage reporting, data analysis, KPIs and SLAs to achieve excellent member and client service and meet all business objectives. This remote role is vital to the overall member experience.
As a Manager, Operations Analytics & Reporting, your responsibilities will include:
- Define business processes and function to support data analytics and reporting from operating systems used in Optavise Large Market (Salesforce case management platform, Optavise Ben Admin., JIRA, Manager’s Dashboard, Domo, Implementation Portal, Sharpen telephony and WFM, ProScheduler, etc.)
- Create back-end processes to support complex information needs to drive client and member satisfaction.
- Develop operational strategies and metrics that drive member and client services. Develop key performance indicators and report metrics to Worksite leadership. Identify and implement business processes to improve results. Resolve issues; continually re-evaluate and manage priorities.
- Manage key projects with business partners including Client Delivery, Member Operations, Account Management, and Sales to effectively analyze and find opportunities to improve the information derived from data that support the member and client delivery teams. Collaborate with other departments to enhance operations efficiency across the organization.
- Develop statistics and trends that drive strategy and critical business decisions, working with Finance teams when applicable
- Collaborate with Optavise business leadership to analyze and improve the member and client experience by analyzing trends for ways to impact service levels and key metrics such as utilization, member and client NPS scores, and KPIs/SLAs
- Manage the success of the Benefit Analyst team; ensure all client implementations are timely and client benefit information is analyzed, synthesized, and updated for the member operations to successfully meet member expectations.
- Manage the success of an internal operations reporting team; ensure all operational reporting tasks are defined, established and actionable enabling cross functional reporting for Operations, Finance and other areas.
- Focus on improving general performance and efficiencies in all areas of Optavise operations, including enhancing systems (including phone and workforce management,) providing critical feedback on Census data processes, and joint client delivery.
- Consult with Sales Directors, Account Managers, Implementation Managers and Client Services teams to design data/reporting strategies that will be effective to each client’s specific needs.
- Collaborate with Product, Development, and IT teams to enhance operating systems in ways that improve operational performance. This includes creating new or updated reports, dashboards and widgets needed to support Optavise objectives.
- Collaborate with Marketing team to provide operational data to drive external reporting needs.
- Ensure effective communication among the Benefit Analyst team and all internal customers they support, including Advocates, Account Managers, Brokers, Data Team, Client Delivery teams, Leadership, etc.
- Collaborate with Finance to ensure proper staffing and budget allocation for Optavise operations people and technology resources.
- Provide leadership and coaching to team members in support of individual associate professional goals and ambitions.
The Manager, Operations Analytics & Reporting position is well-suited for you if you:
- Build operational reports in systems like Salesforce and Domo.
- Build staffing plans using WFM models.
- Demonstrate proficiency with call center tools and technology used to manage KPI’s and SLA’s, and a strong knowledge of HIPAA guidelines, PHI and PII guidelines, and current healthcare legislation that may impact employer-based benefit programs.
- Apply Salesforce expertise to manage the Optavise case management system, tracking performance and defining upgrades/configuration necessary to support the changing business.
- Communicate complex information clearly and persuasively to create engagement and support across multiple levels within the organization; understanding/anticipating how CEO initiatives can assist the business and ability to convey/convince through such ideas to executive leadership team.
- Display confidence in challenging mind-sets, influence business leaders while developing/implementing new strategies and approaches to support company goals.
- Embrace a ‘roll-up their sleeves’ approach and take on day-to-day tasks, providing additional support where necessary to deliver.
- Recognize and respond appropriately to problems and challenges; arrive at sound solutions through analysis and weighing of relevant facts; use good judgment in difficult situations; understand and consider short- and long-term impact of decisions
- Develop business processes that ensure accurate results and minimize risk in a complex legal and regulatory environment.
What you’ll need:
- Bachelor’s Degree or 8 years of related experience.
- Minimum 5 years of experience in highly regulated, compliance driven industry.
- Minimum 5 years of client management or customer service experience within a business-to-business environment.
- Minimum 5 years of leadership or team management experience.
What will set you apart:
- Masters Degree
- Certifications/Licenses: DOMO, Salesforce, Jira
- Experience managing data analytical team(s) related to healthcare insurance.
This role is full time work from home (WFH), also known as Remote. This role can be performed from any US based location within the central or eastern time zone. Work cannot be performed from outside of the United States.
Associates who live within a 60-mile radius of a corporate office (Birmingham, Carmel, Chicago, Philadelphia, Orlando and Milwaukee) have access to come into that Office up to 2 days/week and are encouraged to come into the office at least twice per month.
CNO provides life and health insurance, annuities, financial services, and workforce benefits solutions through our family of brands and supported by our associates and agents. Our customers work hard to save for the future, and we help protect their health, income and retirement needs with 3.2 million policies and more than $35 billion in total assets. Our 3,400 associates, 8,600 exclusive agents and independent partner agents guide individuals, families, and businesses through a lifetime of financial decisions.
We are financially strong and well positioned for continued growth, and we are grounded in our core values of Diversity, Equity & Inclusion (DE&I); Integrity, Customer Focus, Excellence, and Teamwork. We have offices in more than 260 communities in the U.S., including our headquarters in Carmel, Indiana, and corporate offices in Birmingham, Chicago, Philadelphia, Orlando and Milwaukee.
At CNO Financial Group, we’re always looking forward-to the security and stability we help create for our insurance brands’ customers, and the growth we create within our own company. We’re looking for ambitious people who want to do more. We’ll provide you with opportunities to grow your skills through challenging professional experiences.
If you’re looking for a culture that encourages development, helps you reach your potential, and rewards you for your contribution, then CNO Financial Group is right for you. For more information, visit CNOinc.com.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Optavise is a trusted benefits partner for business owners and human resources professionals who work hard to build and maintain a healthy, happy workforce. Through Optavise’s cohesive suite of products and services, we guide employers and employees through their healthcare choices to help reduce costs and increase benefits engagement. We streamline administration for employers and educate employees about benefits and care options, making it easy for them to choose and use their benefits wisely. Optavise provides a first-of-its-kind benefits solution, including:
- Benefits administration technology for a streamlined enrollment process
- Customizable selection of voluntary benefits that employees want and need
- Year-round benefits education, communications and advocacy to inform and empower employees to become better healthcare consumers
- Expert resources, helping employees maximize their benefits and make more informed choices for themselves and their family members.
Our goal is to help people make good healthcare decisions. By simplifying administration and making benefits easier to understand, we help drive employee engagement and satisfaction, and save employers time and money.
Optavise is the worksite marketing brand of CNO Financial Group. CNO provides life and health insurance, annuities, financial services, and workforce benefits solutions through our family of brands and supported by our associates and agents. Our customers work hard to save for the future, and we help protect their health, income and retirement needs with 3.2 million policies and more than $35 billion in total assets. Our 3,400 associates, 8,600 exclusive agents and independent partner agents guide individuals, families and businesses through a lifetime of financial decisions.
We are financially strong and well positioned for continued growth, and we are grounded in our core values of Diversity, Equity & Inclusion (DE&I); Integrity, Customer Focus, Excellence, and Teamwork. We have offices in more than 260 communities in the U.S., including our headquarters in Carmel, Indiana, and corporate offices in Birmingham, Chicago, Philadelphia, Orlando and Milwaukee.
At CNO Financial Group, we’re always looking forward-to the security and stability we help create for our insurance brands’ customers, and the growth we create within our own company. We’re looking for ambitious people who want to do more. We’ll provide you with opportunities to grow your skills through challenging professional experiences.
If you’re looking for a culture that encourages development, helps you reach your potential, and rewards you for your contribution, then CNO Financial Group is right for you. For more information, visit CNOinc.com.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
ReqID: JR167278
Category: Data and Analytics
Job Type: Full-Time
Additional Locations: Carmel, IN; Ann Arbor, MI; Atlanta, GA; Chicago, IL; Columbus, OH; Houston, TX; Philadelphia, PA; Orlando, FL; Birmingham, AL; Milwaukee, WI