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The Operations Manager for Global Applications and Analytics team is key to the overall success of the team. This role will contribute to a smooth running of operations for a team of approximately 700 team members. The Application and Analytics team supports multiple and critical applications such as EPIC, and Workday. This role will assist in managing cross-team improvement initiatives, tracking of core goals, metrics and core communications. The person in this role should have an innovation mindset and be able to work effectively with diverse range of leaders and staff.Key Responsibilities
- Coordinate and collaborate with the Application & Analytics Managed Services leadership in setting and driving managed services goals in alignment with Nordic's overall mission and goals.
- Establish metrics and KPIs that helps measure success against with application and analytics managed services goals.
- Monitors and reports on progress against goals and targets, and work with application and analytics managed services leadership to develop mitigation plans/course corrections. Coordinate Implementation of course correction plans.
- Develops and maintains team dashboards
- Maintain key delivery dates for standard customer reporting requirements
- Develop and communicate team calendars
- Responsible for analyzing operational workflows, eliminate bottlenecks, and streamline procedures to optimize outcomes. (e.g., drive cost savings, improve quality, and increase speed and responsiveness)
- Coordinate cross team project and initiative discovery efforts
- Ensure that the shared-services departments (such as Nordic IT, HR, L&D, Finance, Marketing, Legal, and Compliance) are aligned to meet Managed Services business needs.
- Ensure compliance of corporate policies and procedures (e.g., deal governance, hiring and expense tracking, etc.).
- Participate in the implementation and operationalization of corporate tools and reporting systems designed to foster productivity, growth, and collaboration. (e.g., PowerBI, Workday, Salesforce, Malbek, etc.)
- Responsible for consistent and coherent messaging of Managed Services goals, objectives, and progress within the organization by planning for and scheduling town halls, all-hands and business reviews.
- Responsible for operational reporting (e.g., quality, SLAs, customer satisfaction, attrition, etc.).
- Identify and manage operational risks and work with legal and compliance to minimize exposure and safeguard the organization's reputation.
- Research and analyze industry and competitive trends in support of overall growth strategy
- Oversee performance management functions that assures meeting client and business outcome expectations.
- Compile and send status reports.
Skills and experience
- BS/BA in related field, 7+ years related experience
- Experience working with healthcare customers
- Experience with project management methodologies
- Experience working with complex administrative processes
- Ability to work effectively with all levels of staff from entry technicians to Sr executives
Additional details
- Ability to travel up to 10% of the time.
What We Do
Global Health and Technology Consulting. We connect people, data, and technology to create a healthier world. Let’s work together. Let’s connect healthcare.
Nordic helps healthcare organizations harness the power of technology to create healthier systems that lead to healthier businesses. Our global team of more than 1,400 professionals combines deep clinical experience, extensive technical knowledge, insightful strategic vision, and proven operational capability, to deliver transformational outcomes for providers and the people in their care. Nordic provides a broad range of consulting services, including strategic advisory, digital and cloud initiatives, implementation and support, and enterprise technology transformation. Our more than 500 clients trust us to help them identify and focus on the most important priorities, and consistently deliver business-changing impacts that make health systems, and the people they serve, healthier.
