Operations Senior Analyst

4 weeks ago

Hyderabad, India Evernorth Health Services Full time

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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