SVP, Capability Centers Strategy and Operations

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Job Summary

The SVP Capability Centers Strategy and Operations is responsible for defining the strategic roadmap for global capability centers and supporting the development of the service strategy optimization and implementation. This position will be responsible to develop and oversee the execution of the operational model across all Enterprise Business Services with emphasis on value creation through the improvement of effectiveness, efficiency, customer satisfaction and cost optimization. This role will build important capabilities for Kaiser Permanente and have wide influence and impact on the enterprise-wide organization. This position will also be responsible for intake of new work into the GCCs, onshore capability centers, and will have operational oversight for existing services.

This position requires broad experience and end to end understanding of critical business processes as well as a working knowledge of the connections among people, process and technology. The SVP and Managing Director must partner with senior management of the KP organization to identify business process activities that fit the vision of various capabilities, evaluate process efficiency, direct changes required to improve effectiveness and cost reduction, and transitions to the GCCs.

This role will be responsible for working with Enterprise Business Services leadership on developing vendor sourcing strategy for offshore work, consulting, and contingent workers. In addition to this, this position will be responsible for working with ITSO Leaders and HR on the development of an capability center in the US to develop early career hires in specific IT skills.

This role will also be responsible to support the definition of culture and creating the work environment that promotes collaboration and teamwork. The SVP Capability Centers Strategy and Operations is required to deliver key performance metrics and achieve customer service levels including managing a cohesive team by providing leadership that engages all direct and indirect staff, including the clear establishment of performance expectations, coaching, performance management, career development, recognition, and positive employee morale.

Essential Responsibilities

• Directs Strategy Activities for the GCCs and new capabilities
• Work in direct collaboration with the Kaiser Permanente EBS Leadership Team, Integrated Care and Coverage, Health Plan, and national functions to identify, explore, assess, and implement process and technology solutions focused on meeting the corporate strategic and financial objectives.
• Lead the evolution and maturation of the global business services environment to leverage infrastructure, global scale advantages, and streamline value creation.
• Support establishing metrics and KPIs to monitor ongoing progress.
• Promote teamwork, accountability, and thought leadership throughout the organization; effectively manage team-based organization as measured by employee and customer satisfaction surveys.
• Lead the EBS GCC office of the organization including the optimization of resources and client success metrics, change management and communications.
• Partner with Business Units and Corporate Functions
• Lead development of liaisons with business units and organization support functions to set priorities on quality of services required and determine and execute changes based on usage, delivery metrics, and changing business needs.
• Initiate and cultivate strategic alliances with business partners.
• Develop customer centric business model for operations.
• Planning and Transformation
• Lead the development of the vision, mission, and functional global service strategy within the EBS organization that supports the company-s overall strategic goals.
• Provide positive tension in the organization to continuously simplify, standardize and centralize activities.
• Provide business process expertise for the end-to-end processes contained within the organization.
  
  

Experience

Basic Qualifications:

• Minimum of ten (10) years of increasingly diverse experience managing an enterprise network of business services locations (captive and outsourced).
• Minimum seven (7) years of experience at Executive level
  
  

Education

• Bachelor-s degree in Business Administration, Finance, Accounting, or Engineering
  
  

License, Certification, Registration

• N/A
  
  

Additional Requirements

• Proven experience managing a large, multi-location, multi-cultural team.
• Proven Service Strategy development experience for large multifunctional enterprises (Ideally large operations in the Fortune 50)
• Proven experience managing client service delivery and delivering cost effective solutions.
• Broad business experience that may include leadership positions such as Finance & Accounting,
• Operations, Sales, Human Resources, and/or Information Technology.
• Proven ability to develop and promote team member personal and professional growth.
• Demonstrated experience in leading change management, including process re-design and
• implementation of technology solutions.
  
  

Preferred Qualifications

• MBA/CPA, advanced degree or equivalent experience preferred.
  
  

COMPANY: KAISER

TITLE: SVP, Capability Centers Strategy and Operations

LOCATION: Oakland, California

REQNUMBER: 1404590

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.

If you have questions about this posting, please contact [email protected]