Director of Contract Operations at MERS Goodwill overseeing contract management and guiding governmental contracts. Leading a team while ensuring service quality and compliance in various work environments.
About the role
- Manager of US P&C Operations leading operational services in healthcare financial solutions. Driving process excellence, shared services transformation, and AI-enabled operational efficiency.
Responsibilities
- Lead, coach, and develop US P&C Operations team
- Support shared services transformation, including identification, hiring, onboarding, and development of team members
- Serve as an escalation point for complex employee and stakeholder issues
- Document, map, and maintain end-to-end P&C operational processes
- Identify opportunities to simplify, standardize, automate, and optimize workflows through technology, automation, and AI
- Define, analyze, monitor, and manage key operational KPIs, service levels, and performance metrics
- Partner closely with the Global Operations team in Hyderabad, India to enable seamless Tier 1 and Tier 2 service delivery
- Review, update, and implement standard operating procedures
Requirements
- Bachelor’s degree in Human Resources, Business Administration, or a related field
- 8+ years of relevant P&C experience or equivalent work experience
- Strong understanding of P&C / HR processes across the employee lifecycle
- Proven people leadership experience, including coaching, performance management, and team development
- Demonstrated ability to define, analyze, and monitor KPIs, SLAs, and operational performance metrics
- Experience using data to drive operational decisions, continuous improvement, and service delivery outcomes
- Strong technical aptitude with the ability to understand, leverage, and advocate for automation and AI-enabled solutions
- Experience with automation tools, workflow technologies, or AI functionality within HR systems
Benefits
- Health benefits including medical, dental, vision, and prescription drug coverage
- 401k plan with employer match
- Flexible paid time off
- Holidays
- Parental leaves
- Life and disability insurance
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