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    Operations Senior Analyst - Hyderabad, India - Evernorth

    Evernorth
    Evernorth Hyderabad, India

    3 days ago

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    Description

    Position Summary:

    The Enterprise Print and Distribution (EP&D) Campaign Operations team is responsible for the overall management, execution, and support of campaign work streams. Provides professional input to complex Operations Management assignments / projects. Works autonomously, only requiring expert level technical support from others. Exercises judgment in evaluating, selecting, and adapting both standard and complex techniques and procedures. Utilises in-depth professional knowledge and acumen to monitor trends within Business Operations. May lead projects or steps within a broader project or be accountable for ongoing activities or objectives.

    Job Description & Responsibilities:

    • Manage and oversee campaign executions utilizing UNICA or Red point suite of tools.
    • Works with business, development, and QC teams to create new campaigns and manage ongoing campaign targeting.
    • Manage business rules and campaign suppressions to ensure customer targeting quality.
    • Leverages knowledge of company database, campaign tools and principles to develop methods for process automation, process governance, and capabilities improvements.
    • Lead and manage the resolution of often complex issues involving multiple clients and customers, escalating as appropriate for high-risk or ongoing issues.
    • Triage, research and resolve member issues requiring business partners' escalation support.
    • Summarize, articulate, and explain the issue, impact reporting, identifying appropriate stakeholders, and communicating results as needed.
    • Act with urgency to identify barriers and escalate as appropriate to drive engagement of proper business units and stakeholders to resolve complex issues.
    • Use best practices and knowledge to improve processes, products, and services.
    • Assist in identifying root causes and determining future preventive measures for all assigned issues.
    • Develop strong partnerships with cross-enterprise partners, coordinating efforts to achieve goals and leveraging best practices.
    • Analyse issues of increased complexity inquiries and determine the appropriate technical area or vendor to solve problems.

    Experience Desired:

    • Working knowledge and hands-on experience using Campaign Automation software.

    Key Qualifications:

    • Must have 3-4 years of experience in a Pharmacy Benefit Management (PBM) related role (i.e. Operations, Quality, Implementation, Reporting Analytics, etc.)
    • Working knowledge and hands-on experience using Campaign Automation software
    • Thorough understanding of customer contact and communications tactics across direct marketing to include direct mail, email, phone, messaging and digital
    • Proven ability to manage multi-channel, direct marketing campaigns and/or database marketing experience
    • High school degree or equivalent is required. BA / BS degree preferred.
    • Entry level understanding of Pharmacy operation
    • Must have strong decision-making skills
    • Must be able to facilitate issue/impact analysis discussions; making the complex simple to understand
    • Strong critical thinking and resolving skills.
    • Experience applying logical problem solving methodologies to solve issues and identify root cause and improvement opportunities
    • Knowledge of Six Sigma, Total Quality, or related methodology a plus
    • Detail oriented, with proven ability to prioritize multiple tasks and adjust work to meet service standards.
    • Must be able to work independently, with minimal supervision
    • Proven experience in analytical thinking utilizing proficient technical skills with MS Excel (formulas, pivots, etc.) and SQL
    • Ability to navigate ambiguous scenarios, which involve multiple organizational areas and bring those areas together for problem solving and process discussions.
    • Demonstrated issue management / organizational skills; ability to plan for both the long and short term
    • Agile, Jira, Confluence, UNICA, RedPoint experience preferred
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