FEP Performance Champion

This role requires a strong aptitude and interest in formal leadership as well as the ability to act as a change ambassador. The Federal Employee Program (FEP) Performance Champion leads and influences change across FEP ensuring seamless implementation of new concepts processes and procedures that drive and impact performance related to Customer Service and Claims including Finance Audit Compliance and other functions. Recognize opportunities to improve efficiencies to processes or procedures and provide recommendations to leadership or appropriate stakeholders. Will act as a change ambassador across FEP by leading and influencing change as new concepts processes and procedures are introduced across the company.

Qualifications :

Required:

High School Diploma or GED.

• 4 years of progressive experience assessing work processes in a highly regulated/compliance driven business operations environment (e.g. financial services).
• Experience should include identifying inefficiencies implementing process improvements and ensuring adherence to regulatory or organizational standards.
• Ability and interest in taking on increasing levels of responsibility and leadership as skills and experience are demonstrated.
• Demonstrated excellence in problemsolving analysis and relationshipbuilding.
• Possesses strong analytical and critical thinking abilities adept at identifying causes and key factors correlating data from various sources and determining solutions.
• Excellent written and verbal communications skills; ability to communicate complex concepts clearly  and concisely.
• Executive presence with demonstrated experience in delivering presentations to key stakeholders across all organizational levels showcasing the ability to effectively communicate complex concepts and influence decisionmaking.
• Demonstrated success coaching/mentoring and delivering effective feedback.
• Excellent decision making prioritization timemanagement multitasking and organizational skills.
• Proficiency with Microsoft Office products (Excel Word etc.).
• Limited travel required <5%.

Preferred:

• FEP Operations experience.
• Proficiency in PowerBI and Amazon Connect web services.
• Familiarity with Agile methodology and its application in dynamic work environments.

Additional Information :

a. Support leadership in managing team performance best practice and operation goals for FEP. Achieve FEP Plan Incentive Program (PIP) goals across market segments assess results make recommendations and drive enhancements. Support leadership in managing team performance and exceeding PIP objectives.

b. Research and review FEP reporting and data to ensure adherence to PIP Scorecard. Provide departmental oversight on metrics QA and compliance.

c. Gather organize monitor and report relevant information concerning various FEP business functions and initiatives.

d. Identify and suggest coaching opportunities related to CXA Claims Audit and other departmental training to FEP leadership.

e. Provide supporting data and trends to FEP Lead Coordinator and leadership to help zero in on coaching opportunities for the team that result in meeting/improving FEP performance metrics.

f. Perform root cause analysis and utilize datadriven decisions to make recommendations and process improvements within FEP that result in meeting FEP Plan Incentive Program metrics.

g. Positively impact administrative savings goals and coordinate business technical solutions to support positive member experience of FEP projects/solutions.

h. Collaborate within and outside of Operations to coordinate and drive FEP Program Increment (PI) planning deliverables ensuring alignment and efficiency across departments.

i. Work in partnership with Operations Learning and Development to identify and make continuing education recommendations.

j. Partner with and make recommendation(s) to FEP Customer Service Claims and Program Management Leadership based on feedback to drive engagement and culture.

k. Act as a change ambassador by leading and influencing change as new concepts processes and procedures are introduced into and outside of FEP Customer Service Claims and Program Management.

l. Proactively communicate effective updates to FEP leadership.

m. Lead continuous improvement efforts resulting in gained efficiency and increased customer satisfaction

n. Other duties as assigned.

An Equal Opportunity Employer

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