Sutherland Global Healthcare Work Values

Daily Duties at Sutherland Global Healthcare:

• As the Director of Client Relations I maintain regular contact with all stakeholders, developing and maintaining plans for all client/vendor activities, control vendor governance packages, manage cost and risk analysis, and measure performance metrics. Supporting Blue Cross Blue Shield of Michigan, within Service Operations with contract administration support from Procurement. Providing support and guidance to Workforce Optimization (WFO), Operations Development & Learning Management (ODLM), Web Support Help Desk servicing, BCN Customer Service, Federal Business such Medigap, Medicare Advantage Member and Provider Servicing, Commercial Member Servicing, and Provider Servicing Organizations. • As the VRM I maintain regular contact with vendors/clients, develop and maintain plans for all vendor activities, control vendor governance packages, manage cost and risk analysis, and measure performance metrics for various vendors. Within Blue Cross Blue Shield of Michigan, managing the vendors who provide the customer service capability is concentrated within Service Operations with contract administration support from Procurement. I manage the overall vendor relationship which includes working with Procurement to find and negotiate pricing with external service providers. Supervision of the procurement of vendor services, selection of vendors, review, and contract approval. Assisting in development and meeting of Service Operations Outsourcing budget. Preparing detailed vendor assessments, analyzing vendor performance to evaluate compliance, quality assurance and service levels and ensures corrective action is taken, where necessary. Driving vendor performance through the management of BCBSM/BCN extended site visits, agent and supervisor focus groups, live and recorded call monitoring sessions, incentives and best practice sharing. • Provided project management leadership and guidance for the new 250 seat call center. SDLC process was used for the MPLS and ATS launch at the site. Successfully launched the site on time with $1-Million-dollar facility buildout. Project managed the revamp of the recruiting process and personnel and successfully met all recruiting targets. This was accomplished by using ATS, working directly with the HR department, creating virtual hiring events and open houses. Managed overall operational budget and P&L of $95 Million and a positive estimated ROI of 15%.

What they like about Sutherland Global Healthcare:

You give high priority to hiring firms with prestige. Market reputation and prestige of a firm may be determined through on-line research, and conversations with individuals working in your target industry. Note that firms "in the public eye" receive a great deal more critical publicity and attention than those operating with more anonymity. So as you assess your employment opportunities, be sure to seek out the positive aspects of the firm's reputation in addition to noting negative publicity the company may have received.

Tags

Management, Project Management, AVAYA, HR, Human Resources, Human Resources Information System, Vendor Management, AT&T, Cisco, Customer Relationship Management, Director of Client Services, Director of Operations, Senior Call Center Manager, Site Manager, Project Manager, Senior Project Manager, Senior HR Manager, Work Force Management Director, Quality Director, Director of Training, Director of Talent

Skills

Management, Project Management, AVAYA, HR, Human Resources, Human Resources Information System, Vendor Management, Cisco, Customer Relationship Management, Vendor Management, CAPM, Operations, SAP, NICE, Oracle, Impact 360, Impact 360, Taleo, Six Sigma, NPS, CSAT, Verint, ADP, Chronos, Call Center PM

These are some of the questions we asked our climbers about their experiences with Sutherland Global Healthcare: