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Vice President of Operations

Company: Solutran, Inc
Location: Plymouth
Posted on: April 8, 2021

Job Description:

Solutran is a leading FinTech company committed to creating game-changing, customer-friendly solutions. We serve health-seeking populations by partnering with the nation's largest health plans, employers, retailers, and government programs. We've established a reputation for delivering modern, advanced customer experiences through best-in-class solutions used by millions. Solutran is dedicated to promoting health, providing solutions for over-the-counter benefits, rewards, healthy food incentives and government programs supporting food insecure individuals. Position Summary Solutran is looking for an engaging and passionate Vice President of Operations to lead a diverse team of operations professionals during the hypergrowth phase of our business. The Vice President of Operations will be responsible for building out an operations vision and strategy and executing to deliver operational excellence as we continue to rapidly scale. This role will manage a group of leaders and team members to deliver member services, retailer operations, collateral fulfillment, transaction settlement, implementations, ongoing operations, issue management, and real-time monitoring. This position works closely with and supports all business lines through all product life cycles. The Opportunity

  • Serving millions of members across our fastest growing products with transformational healthcare and government payment solutions
  • Creating a best-in-class member experience
  • Scaling operations to support a growing product line
  • Grow new and diverse partnerships to support operations
  • Lead a talented group of operational leaders and team members The Right Candidate Will
    • Listen to our clients and members and translate needs into actionable next steps
    • Feel comfortable navigating ambiguity and finding solutions to new challenges that arise
    • Obsess over the details and leave no stone unturned to resolve issues
    • Drive continuous improvement across the organization Functional Areas
      • Member Services
      • Retail Operations
      • Payment Settlement
      • Client Implementations and Ongoing S3 Operations
      • Issue Management
      • Data Analytics and Reporting Key Responsibilities
        • Develop an EBT Operations vision and strategy to continue delivering on operational excellence.
        • Lead and Grow a Strong Team
          • Provide leadership for the successful day-to-day operations of Solutran's operations with an emphasis on meeting client SLA's including deadlines, quality of data, and overall system performance.
          • Provide on-going mentoring, development, and management support with direct reports and others.
          • Vendor Contracting and Management
            • Establish and manage relationship with external partners including call centers, IVR technology, collateral print partners, retailers, and settlement partners.
            • Assure service delivery meets and exceeds expectations.
            • Proactively work issues through resolution in a timely manner.
            • Coordinate implementation of new projects with external partners.
            • Evaluate vendor processes to improve efficiencies and costs.
            • Lead Operational Processes for Client Implementations and Manage to Client Expectations and SLAs
              • Carefully listen to client needs.
              • Collaborate with Product and Project teams to identify operational requirements for new and existing client implementations.
              • Manage to client expectations and SLA's and chart a course to resolution for any situations where the company may be outside expectations and SLA's.
              • Demonstrate and build strong client relationships, demonstrating exceptional people skills consistently both internally and externally.
              • Process Development, Process Controls, and Continuous Improvement
                • Assess current process performance and identify key process gaps.
                • Develop new processes to support expansion of product offerings and address key gaps.
                • Build best practices across operational processes.
                • Build and refine process flow charts and implement process controls.
                • Contribute to product design changes to improve workflow, customer experience and/or reduce overall cost.
                • Daily Operations Management
                  • Oversee settlement processes across government, retail, and electronic payments working with bank partners, Federal Reserve, and other payment processors.
                  • Provide operational oversight for collateral (print material) fulfillment and managing collateral inventory
                  • Manage technical support for files and configurations. Research, troubleshoot and resolve issues as they occur.
                  • Collaborate and support Retail Management team efforts as needed including equipment deployment, training, and ongoing equipment support.
                  • Lead research, resolve issues, and drive process improvement efforts with retail relationships as it relates to settlement, store training, product availability, member experience and process issues.
                  • Issue Resolution Management and Dashboard Monitoring
                    • Lead team performing general issue triaging, ticketing, follow-up, and reporting.
                    • Collaborate with Solutran's business lines and departments to build 24 x 7 monitoring tools for critical system and client functions.
                    • Oversee product dashboard monitoring, investigating unusual trends and implementing process improvements.
                    • Manage escalation, communication, and resolution of issues with the appropriate parties including analysis of root cause and implementation of process improvements and controls. An individual in this position must be able to successfully perform the essential duties and responsibilities described above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. Qualifications
                      • Excellent problem-solving abilities.
                      • Excellent computer and technical skills with an ability to grasp technical processes quickly.
                      • Flexibility and strong ability to prioritize.
                      • Ability to build relationships both internally and externally.
                      • Ability to work as a team leader motivating, mentoring, and developing others.
                      • Excellent verbal and written communication skills. Education and Experience
                        • Bachelor's degree (BA or BS) and 7-10+ years related experience. MBA preferred. Physical Demands While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk or hear; uses hands to finger, handle, or touch objects or controls. On occasion, the employee may be required to stoop, bend or reach above the shoulders. The employee may occasionally lift, push, or pull up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Working Conditions The position is an office-based position. Travel This position does not require frequent travel. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Language Skills Ability to read, analyze, and interpret general business communication, professional journals, technical procedures, or governmental regulations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, and vendors. AAP/EEO All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristic protected by federal, state or local law. Solutran, Inc. is a FinTech company, offering state-of-the-art technology to the public and private sector for over 30 years. With more than 100 million transactions processed to date, we've established a long-standing reputation for excellence in customer service through delivering best-in-class, advanced technology solutions. Solutran supports public sector government programs such as WIC, SNAP and TANF and provides processing support for 69 state and Indian Tribal Organization WIC Programs across the country. In the private sector, Solutran deployed its S3 --- Solution Suite with the nation's largest retailers and leading health plans in 2018, which includes the Healthy Savings--and Healthy Benefits Plus --- programs. Solutran does not sponsor work visas for foreign nationals. This position is not eligible for relocation, so candidates must be local. Solutran offers a very comprehensive benefits and compensation package. We pride ourselves on our continued growth and share in our successes through individual bonuses and profit sharing. It is the policy of Solutran to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Solutran will provide reasonable accommodations for qualified individuals with disabilities. Solutran's goal is to increase representation of women, people of color, veterans and individuals with disabilities. Our programs are designed to comply with all applicable federal, state and local laws, directives and regulations and cover all human resource actions including employment, compensation, benefits, training, education, tuition aid, transfers, promotions and social/recreational programs. Follow Us on LinkedIn Stay up to date with the latest job postings and read about what's happening at Solutran! Follow Contact Us Let us know how we can best meet your needs.

Keywords: Solutran, Inc, Plymouth , Vice President of Operations, Executive , Plymouth, Massachusetts

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