Pharmacy Benefit Team Leader (Night Shift)

The Role

• Partner with leadership to lead change by managing strategic initiatives to meet business needs
• Assist project managers in prioritizing work across multiple projects by ensuring they understand deadlines, level of effort required, and client priorities
• Embrace quality and excellence best practice models and effectively implement quality standards within the team
• Ensure team is meeting client deliverables in a cost-effective manner, including all contractual service level agreements; actively work with team as needed to address any quality concerns quickly and proactively
• Collaborate with onshore stakeholders in developing business and/or operational plans and delivering planned performance which creates opportunities to reduce operational bottlenecks, on-time client delivery and process excellence
• Lead process enhancement/continuous improvement projects by leading gap analysis, developing to-be processes, identifying areas for improvement and training needs and ensuring training materials are created
• Maintain effective governance, control systems and compliance requirements of the company
• Oversee metrics to meet strategic objectives, evaluate and effectively manage performance of the team in line with the Service Level Agreements
• Continuously review and establish a robust performance measurement structure
• Review staffing and workload management for capacity assessments
• Drive consistency of team methodology, process, and deliverables
• Support a handful of clients/projects that the pharmacy team is responsible for to build and maintain in depth knowledge of the process and community being supported
• Assist with interviewing and selection of team members and serve as a role model and mentor your team and others
• Responsible for developing team through coaching and team building while serving as an
  escalation point for the Operations issues and complaints
• Conduct periodic and annual performance reviews for all direct reports
• Effectively coach colleagues, driving performance, reinforce positive behaviours and identify opportunities
• Oversee team performance against established quality, security, efficiency, and client delivery standards

Qualifications

Skills:

• Exceptional communication skills along with strong writing and editing skills in English
• Able to manage diverse processes with multiple stake holders
• Proven ability in delivering excellent levels of client service
• Preferably experienced in conducting transitions/ knowledge transfer activities
• Ability to establish robust performance measurement structure
• Highly developed critical thinking and analytical skills
• Demonstrated leadership and vision in managing staff groups and major projects or initiatives
• Excellent interpersonal skills and a collaborative management style
• Proven ability to establish relationships and work collaboratively with team members at all levels within and outside of the GDC to effectively deliver internal and external client needs
• Continuous improvement mindset – increasing quality task efficiency and effectiveness with each product or service repetition

Competencies

• Focusing on Clients
• Working in Teams
• Driving Quality and Excellence
• Fostering Innovation
• Influencing Stakeholders
• Developing Talent
• Adapting to Change

Experience:

• 6+ years relevant experience (PBM), 5+ years Team Leader experience
• Experienced leader with proven ability in managing service delivery teams will be preferred
• Knowledge and experience in organizational effectiveness and operations management, implementing best practices
• Project management experience
• Experience with vendor management
• Experience with creating standard operation procedure and quality checklists
• Proficiency in English language required
• Experience working with US based consulting, pharmacy benefit management or health care firm (preferred)

WTW is an Equal Opportunity Employer