Director Quality Engineering Services

Wellmark Blue Cross & Blue Shield Des Moines , IA 50301

Posted 1 week ago

Job Summary

Wellmark, Inc. is seeking a Director Quality Engineering Services in Des Moines, Iowa. Duties include: designing, developing, implementing and maintaining a testing/quality assurance program to meet Wellmark's technology strategic and business delivery objectives; directing the testing efforts for multiple large scale programs/projects; and establishing and implementing testing standards, procedures, and controls across the systems development lifecycle.

Minimum Qualifications Required (all must be met to be considered)

Bachelor's degree in computer science or related field; 10 years of experience working with or managing large teams inclusive of global consulting or IT services organizations to lead delivery of TCOE / Quality Engineering Services in building and executing transformational roadmaps; 2 years test process consulting, performing Test Maturity Model assessments outlining current/future state and associated roadmaps; 4 years program management via hybrid delivery models including developing and executing test strategies for complex, multiyear programs; 4 years' experience in the healthcare industry with understanding of payer functions; 4 years of Facets testing experience, including a large scale implementation; solution design and migration of applications between data centers similar to cloud migration.

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Director Of Client Services Executives

Co-Op Financial Services

Posted 3 days ago

VIEW JOBS 11/11/2018 12:00:00 AM 2019-02-09T00:00 The Opportunity CO-OP Financial Services provides technically superior products and services to financial institutions across the nation. We are seeking a talented Director of Client Executives who will work closely with the Director of Client Service Executives in implementation of the strategic goals and vision of CO-OP. * Provide daily operational support, management, leadership and coaching to the Client Service Executive team. * Responsible for team culture, workflow, training, projects, daily tasks and team deliverables. * Collaborate with internal CO-OP Business Units to align service delivery with client expectations. * Responsible for maintaining service levels, quality, timeframes, the highest level of client satisfaction and the "Consultative Experience." * Provide leadership to the team of Client Service Executives that manage top tier CO-OP clients * Take primary ownership for building overall operating framework between Service Delivery Areas and Client Service Executives to ensure alignment with client expectations Responsibilities: * Provide management leadership to Client Service Executive Team. * Responsible for team management, employee development, performance management, ensuring work is completed within service levels and client protocol consistently followed within the team. Track and monitor client satisfaction, communication, training and leadership. * Create and maintain a consultative environment as it relates to our clients and internal staff. * Oversee the development, coordination and management of client requests and strategic initiatives including all aspects of the Client Service Executive Team. * Responsible for client assignment to all levels of service support; promote advocacy, exceed expectations, and drive team deliverables. * Proactively pursue management development opportunities and display expected progress. * Act as focal point for all learning and development plans to move to enhance the depth of capabilities within the Client Service Executive Team * Primarily responsible for triage and recovery management for multi-client impacting situations across the Client Service Executive Team.Responsible for estimates and timeframes to support internal and external departmental project requirements and budgets are met. * Provide leadership and guidance to the Client Service Executives that are accountable for top tier CO-OP clients. Build and maintain a framework that ensures clear differentiation for this client base at all times. * Establish and monitor goals for the department and team members. Provide employee performance planning and evaluations. Set performance expectations, goals, development objectives and training plans as appropriate. Monitor and evaluate employee progress. * Role to encompass team management, employee development, performance management including, but not limited to, staff interviewing and hiring process, employee counseling and coaching, disciplinary actions and termination procedures. * Makes good hiring decisions and retains exceptional talent aligned to emerging business needs, ensures diverse and effective succession plans for all roles; encourages mobility and helps team members find stretch opportunities to expand their experience and skills. * Lead with effective communication, ongoing coaching and relentless execution of our mission and vision. * Deliver engaged customer and employee experience by bringing the best of CO-OP and knowledge of current trends. Anticipate changes and leads the team to build solutions that address the clients' emerging needs. * Put clients first by anticipating, understanding and exceeding their expectations and needs; align business goals to support clients; hold team members accountable for listening to and learning from clients. * Creates meaningful and timely reporting tools to monitor customer service satisfaction and service levels. Accountable for managing day-to-day service delivery operations including driving metrics of the team, executing monthly evaluations and coaching of team members. * Review and maintain accurate job descriptions and management reports. * Develop and maintain department standard operating procedures * Coordinate activities of Client Service Executive Team members in support of clients. Identify and direct the support of new and existing client service requests, projects and related CO-OP strategic initiatives. * Provide financial input and leadership on decision-making issues. * Develop, analyze and evaluate the clients' support action plans to drive customer satisfaction, reduce service issues and improve escalation channels. Ensure that most appropriate methods, products, practices are being utilized to assure quality is delivered in every interaction. * Ensure adherence to CO-OP quality standards, Client Service Level Agreements and review service deliverables and standards. * Identify all business risks, implement effective controls, minimize risks and successfully evaluate controls. * Demonstrates strong leadership ability to guide or direct others through actions and influence while making good business decisions that balance the needs of our Clients. Manage Client requests (tickets), monitor volume of service tickets by client, type and department. Review for accuracy and completeness. Establish, monitor and report on service levels to support client satisfaction. Lead with effective communicate with team members. * Assign and allocate Client Service Executives to clients in each support tier. Manage and adjust as needed, taking skill level, each client's needs and personality in mind. * Create an environment where everyone will hold themselves and each other to the highest standards, ensure communication between the Client Service Executives and other CO-OP Departments concerning client status, escalations, client staff and management changes. * Act as escalation point for operational services issues. Work with the clients and department managers for timely resolution. * Provide expert problem management support to difficult or complex issues. What You'll Need to Succeed * Bachelor's degree in Business Administration, Sales and Marketing or related field; equivalent work experience. * 3-5 years previous account management experience. * Proven leadership experience with ability to mentor and coach experienced staff to achieve results. * Knowledge of key approaches and strategies related to client management in a business to business environment. * Excellent general knowledge of CO-OP products and services * Superior general knowledge of the credit union industry * In-depth knowledge of the financial industry, specifically credit, debit and ATM * General knowledge of contract negotiations, portfolio analysis and effective marketing practices. * Effective presentation skill * Strong interpersonal skills * Excellent management and planning abilities * Adult learning and training principles * Superior troubleshooting skills * Adaptable and able to consistently deal with ever-changing conditions and stress levels * Ability to conduct self in a professional manner at all times with personnel and clients * Strong observation and analytical skills * Solution minded * Strategic thinker * Ability to travel Why Join CO-OP? CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,500 shared branches. Handling three billion-plus annual transactions, CO-OP is the nation's largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper. Co-Op Financial Services Des Moines IA

Director Quality Engineering Services

Wellmark Blue Cross & Blue Shield