Operations Support Specialist

The Operations Support Specialist leads the analysis, design, and implementation of solutions  that improve operational performance and support strategic initiatives. This role manages projects, develops business requirements, coordinates testing and implementation, and partners with stakeholders to deliver efficient, high-quality results that enhance service, productivity, and profitability. 

Competencies and Essential Duties

Business Acumen

Developing Solutions

• Creates detailed business requirements, using the best combination of text, diagrams, models, matrices, etc, to develop and implement solutions to business needs.
• Participates in outlining and creating post production methods of validating the return on investment of implemented enhancements.
• Provides training and assistance to staff on new and enhanced systems, workflows and processes.
• Develops job aid materials, procedures, workflows, user manuals, training guides, presentations and other documentation regarding planned and strategic projects.
• Assists division in the budgeting process.

Managing Implementation

• Identifies project risks and mitigation strategies.
• Assists with coordinating and monitoring the costs of assigned projects.

Negotiation

Developing Solutions

• Selects best approach to complete assignments and gains buy in on approach for each assignment.
• Uses sound logic, data and analytics to justify and recommend solutions.  Heavily influences final decisions.

Managing Implementation

• Manages conflicts and negotiates to maintain consensus on solution scope, time, and cost.

Results Oriented

Developing Solutions

• Creates test plans, test matrices, acceptance criteria and use cases, to validate and verify the developed solutions.

Time & Priority Management

Developing Solutions

• Coordinates the testing efforts on assigned projects.
• Participates in division audit review functions and activities.

Managing Implementation

• Creates and maintains project timelines and work plans.
• Defines project tasks and resource requirements.
• Defines roles and responsibilities for assigned resources.

Decision Making

Developing Solutions

• Identifies, develops and integrates new and existing operational and strategic initiatives, including:  quality, service, productivity, profitability, management information and expense management.
• Develops strategies and proposals to meet and solve operational challenges and issues.
• Conducts market research for new vendors and systems, in regards to identifying solutions to business issues.
• Using a variety of tools and techniques completes research and analysis into defined business issues, to gather the information that is needed to develop solutions.
• Develops and proposes operational solutions, prioritizes requirement components, researches and analyzes costs, benefits and risks of proposed solutions.
• Designs and creates ad hoc reports for the purpose of making business decisions.
• Troubleshoots and resolves production issues/problems.
• Defines project tasks and resource requirements.

Managing Implementation

• Directs & supports project teams including both on site resources and external resources.
• Tracks, monitors and controls project deliverables and creates status reports for stakeholders.
• Initiates preventative / corrective measures to ensure assignments stay on track.
• May manage the day-to-day duties of production support team members or project team members, to possibly include providing input on their performance.

Performs other duties as may be assigned by the supervisor/manager

Special Relationships

• Direct contact with both internal and external resources
  • Internally: Penn National employees including those within business and technical units, line and staff operations, and executives
  • Externally: agents, vendors, state agencies, and customers
• Ability to interact with all levels of authority within the organization.
• Ability to be sensitive and effective in both listening and communicating with end users

Qualifications

Education/Credentials

• Bachelor’s Degree, or equivalent work experience required
• Continuing education in insurance related courses preferred

Experience

• Minimum of 3-years’ experience in a business environment, in a technical or analytical role; insurance industry preferred

Technical/ Professional Knowledge

• Demonstrated research,  and problem-solving skills
• Proficiency in utilizing data and analytics in making business decisions
• Effective verbal, written and listening communication skills, for exchanging routine and non-routine information with people inside and outside of the company
• Excellent inter-personal skills that build, maintain and foster productive relationships to assist in meeting goals and achieving results, with the ability to effectively direct and coordinate the activities of others within a designated project or team
• Excellent training and presentation skills
• Proficiency with personal computers, spreadsheets Microsoft Office Suite and database software
• Demonstrated knowledge of insurance industry systems and  division specific technology
• Effective customer service skills, with the ability to meet customer initiated deadlines
• Must possess effective negotiation skills, with the ability to tactfully explain and defend decisions while maintaining and promoting positive business relationships
• Effective decision making and critical-thinking skills
• Must be able to successfully manage tasks and projects with aggressive deadlines and time sensitivity
• Demonstrated ability to interpret and apply standard practices, procedures and other established business principles and guidelines
• Must have a strong sense of urgency while maintaining accuracy in work product
• Must be organized and detail oriented, with the ability to adapt to change
• Must be able to work independently or as part of a group

Job Requirements (as required by ADA - Americans with Disabilities Act) 

• This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.
• Must be able to see and effectively use a computer monitor.
• Must be able to operate a computer, keyboard and applicable printers and other general office equipment.
• Must be able to access and enter information accurately using automated systems.
• Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.
• Must be able to present information to individuals and groups.
• Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
• Must be able to maintain acceptable attendance and adhere to scheduled work hours.
• Must have a valid driver’s license and be able to operate a motor vehicle.
• Must be able to travel, with overnight stays required.