Job Family:

Travel Required:

Clearance Required:

What You Will Do:

Working under the general direction of the Portfolio Delivery Director, the Delivery Executive, Business Services Operations, serves as the primary liaison between the Operations Delivery teams and his/her assigned Client for all related aspects of the Delivery. This position will be responsible for the proactive oversight of the Business Services process and maintain a successful client relationship and client strategies. In addition, this position will develop a deep understanding of the Client’s business processes to ensure KPI’s, SLA’s and quality measures are met at both their assigned location and at Delivery Center(s). The Delivery Executive will monitor compliance with State and Federal laws and guidelines. This position will proactively identify opportunities for improvement initiatives and partner with the Portfolio Delivery Director and Client leadership to develop and execute these plans.

Strategy and Business Development:

· Create and implement standard playbooks for all clients consistent with standard operational procedures and SOP’s allowing for consistent performance of all metrics and KPI’s.

· Collaborate with the Senior Management Team to develop and implement plans for the infrastructure of systems, processes, and personnel designed to accommodate the rapid growth objectives of the Company.

· Take on special projects and assignments where necessary.

Leadership and Continuous Improvement:

· Promotes a service-oriented culture within the organization and assures satisfaction with the quality and amount of support provided for departmental functions, initiatives and projects.

· Assesses and responds to current and future internal and external trends in order to establish and ensure the necessary direction for applicable activities.

· Continually seeks ways and means for improving the delivery and support of application review Operations activities and programs.

· Assures satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback.

· Understands the job functions of the application reviewers, is aware of process flow across departments, and involves them, as appropriate, when recommended actions may impact their work functions.

Operations:

· Develops and implements policies and procedures related to all aspects of Operations

· Monitors and research regulatory changes and proposes actions to respond to changing legislation/regulations.

· Evaluates and directs efforts of Operations team members

· Assists in on-site operational reviews

· Develops and utilizes monitoring and reporting techniques and systems.

Client Responsibility:

· Responsible for development of Performance Indicators and communication with client regarding Performance Indicators.

· Responsible for a continual assessment of client needs and potential solutions available through Guidehouse.

· Responsible for internal quality and performance monitoring to ensure that client expectations are being achieved.

· Responsible for the financial performance of the engagement.

What You Will Need:

· University Degree and 12+ years relevant experience in a business operations environment or an outsourcing company or High School diploma with 16+ years of relevant experience in a business operations environment or an outsourcing company

· Experience with Mobilization and Transition for large projects

· Prior experience in developing standard operating procedures and training plan execution

· Accomplished in client relationships and quality service delivery

· US Citizen

What Would Be Nice To Have:

· 12+ years of Service Delivery experience in a consulting organization

· Ability to effectively communicate at all levels of an organization.

· Managerial level responsibilities and leading large delivery teams.

· Experience leading, engaging global workforce resources

· Strategic and conceptual thinker and planner

· Strong verbal and written communication skills, including power point presentation skills at the corporate level

· Strong problem solving, marketing analysis and evaluation skills

· Innovative, motivated & able to lead by example

· Ability to initiate and follow through on projects and work independently with minimal supervision required

· Proficient in use of Excel, PowerPoint, Outlook and Word

· Ability to travel

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Tuition Reimbursement, Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program

About Guidehouse
Guidehouse is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.