Senior Manager, Claims Workforce Management Job at CVS Health

New

Lead Director, Workforce Management - Back Office Operations

We’re building a world of health around every individual — shaping a more connec...

Location

United States , Hartford

Salary:

100000.00 - 231540.00 USD / Year

CVS Health

Expiration Date

June 16, 2026

Requirements

10+ years of progressive leadership experience in workforce management, operations strategy, analytics, or service operations, with demonstrated exposure to back‑office or claims‑based environments in the healthcare industry preferred
Proven experience designing or scaling capacity planning, productivity, or service‑level frameworks beyond traditional call center models
Experience with WFM tools (Aspect, NICE, UKG, etc)
Experience operating in large, matrixed organizations with multiple lines of business and varying operational maturity
Strong strategic and analytical skills with the ability to translate complex operational data into clear leadership recommendations
Demonstrated success leading change through influence, particularly in environments without direct authority
Executive‑ready communication skills and comfort presenting to VP and SVP‑level stakeholders
Bachelor’s degree or equivalent experience

Job Responsibility

Lead expansion of workforce management capabilities beyond traditional contact center environments into back‑office, transaction‑based operations across Aetna Service Operations
Design and execute the strategy, operating model, and analytics required to forecast, plan, allocate, and optimize work across functions such as Claims Operations, Payment Integrity, Plan Sponsor Services, Provider Operations, Configuration, Testing, among other service areas
Lead the definition and execution of workforce management strategy for back‑office service operations, adapting WFM principles (forecasting, capacity planning, work allocation, productivity management) to non‑queue‑based environments
Identify priority functions for WFM deployment and build roadmaps for progressive capability adoption
Translate enterprise workforce strategy into function‑specific models that reflect differences in work type, variability, regulatory constraints, and skill mix
Establish demand forecasting and capacity planning methodologies for back‑office workflows (inventory‑based, case‑based, and project‑driven work)
Implement work‑in‑process, aging, and SLA‑driven management disciplines to improve throughput, predictability, and service outcomes
Partner with operations leaders to define productivity standards, staffing assumptions, and performance thresholds appropriate to each function
Design a scalable governance framework for back‑office workforce management, including planning cadences, escalation paths, performance reviews, and executive reporting
Balance enterprise standardization with functional flexibility

What we offer

medical, dental, and vision coverage
paid time off
retirement savings options
wellness programs
bonus, commission or short-term incentive program
equity award program

Fulltime

Workforce Planning Manager

The Workforce Planning Manager is responsible for forecasting resource requireme...

Location

South Africa , Cape Town

Salary:

Not provided

Collinson

Expiration Date

Until further notice

Requirements

Strong analytical and problem-solving skills
Proven experience in resource forecasting and planning within a B2C Front Office or contact centre environment
Strong understanding of customer demand dynamics and operational drivers in multi-channel service environments
Ability to interpret complex data and translate it into actionable plans and commercially sound recommendations
Skilled in presenting workforce strategies and performance insights to senior stakeholders, with a focus on financial impact and business alignment
Proficiency in workforce management and planning tools (e.g., NICE, Verint, IEX, Calabrio)
Excellent communication and stakeholder engagement skills across operational and commercial functions
Experience in scenario modelling, capacity planning, and continuous improvement of forecasting processes
Commercial acumen with the ability to link operational planning to financial outcomes and strategic goals
Flexibility to adapt to changing business needs and work across time zones or geographies as required

Job Responsibility

Develop and maintain resource forecasting models to predict future call, claims, and resource requirements based on historical data and projected business product trends
Analyse insights and trends, business forecasts, and operational metrics to anticipate resource requirements
Collaborate with finance and operational teams to align resource forecasts with business plans
Apply forecasting techniques tailored to B2C Front Office environments, considering customer behaviour, seasonal trends, and campaign impacts
Present forecasting outputs in a commercially relevant format to support strategic planning and investment decisions
Create comprehensive resource plans to ensure the availability and efficient use of resources across the organisation (Short/Medium/Long Term)
Monitor and adjust resource plans to address changes in demand, project timelines, and business priorities
Coordinate with various operational departments and clients to ensure alignment of resource plans with overall business objectives and operational targets
Facilitate regular meetings with key stakeholders to review resource forecasts, address challenges, and update plans
Communicate resource plans and changes effectively to all relevant parties

New

Property Coordinator (Major Repairs)

The Property Coordinator will work in conjunction with Senior Managers and Team ...

Location

United Kingdom , Bishop Auckland; Seaham

Salary:

41963.00 - 43316.00 GBP / Year

believe housing

Expiration Date

June 24, 2026

Requirements

Coordinate and provide technical building expertise and advice across the Major Repairs team to maintain the quality of the organisation's housing portfolio
undertake surveys of the organisation's housing stock including analysing the condition of existing buildings in respect to building defects and structural issues and recommend the most effective remedial actions whilst optimising performance, cost, and risk
coordinate and investigate disrepair claims in line with the Landlord and Tenant Act in particular, Homes (Fitness for Human Habitation) Act and provide guidance on the correct course of action, including damp, neglect, ventilation, unsafe layout etc
prepare and request detailed reports where needed to provide guidance to Property Repairs Senior Managers and Team Leaders to make informed decisions
ensure compliance with Health and Safety legislation and regulations are managed and monitored within day-to-day operations, whilst contributing to a holistic culture of safety across the directorate
deliver a high-quality service delivery to internal and external stakeholders whilst providing excellent lines of communication between managers, team leads and the trade workforce
a full UK driving licence is essential.

Job Responsibility

Coordinate and provide technical building expertise and advice across the Major Repairs team to maintain the quality of the organisation's housing portfolio
undertake surveys of the organisation's housing stock including analysing the condition of existing buildings in respect to building defects and structural issues and recommend the most effective remedial actions whilst optimising performance, cost, and risk
coordinate and investigate disrepair claims in line with the Landlord and Tenant Act in particular, Homes (Fitness for Human Habitation) Act and provide guidance on the correct course of action, including damp, neglect, ventilation, unsafe layout etc
prepare and request detailed reports where needed to provide guidance to Property Repairs Senior Managers and Team Leaders to make informed decisions
ensure compliance with Health and Safety legislation and regulations are managed and monitored within day-to-day operations, whilst contributing to a holistic culture of safety across the directorate
deliver a high-quality service delivery to internal and external stakeholders whilst providing excellent lines of communication between managers, team leads and the trade workforce

What we offer

Up to 33 days annual leave pro rata, plus four volunteering days
a competitive pension scheme
access to our healthcare scheme
flexible working that supports your wellbeing
a positive, inclusive culture where growth and development are genuinely encouraged

Fulltime

New

Senior Analytics Consultant – Benefits Analytics

Wells Fargo is seeking a Senior Analytics Consultant to support the Benefits Ana...

Location

United States , Minneapolis; Charlotte

Salary:

77000.00 - 133000.00 USD / Year

Wells Fargo

Expiration Date

June 18, 2026

Requirements

4+ years of Analytics experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Bachelor's degree in Analytics, Finance, Healthcare, Actuarial Science, or a related field
4+ years of experience in healthcare analytics, financial modeling, reporting, or a related discipline (or equivalent experience)
Strong proficiency in SQL, SAS, and data visualization/BI tools (e.g., Tableau, Power BI, Fabric)
Experience building dashboards and working with large, complex datasets
Understanding of data structures (e.g., Workday, HRIS) and experience in HR, Benefits, or Finance analytics
Knowledge of healthcare cost drivers, claims data, workforce analytics, and employee benefits programs
Ability to translate business needs into technical solutions and deliver actionable insights
Strong analytical, problem-solving, and communication skills with a consultative approach
Experience leading projects or mentoring others

Job Responsibility

Lead complex analytics across benefits, healthcare costs, and workforce data to identify trends, generate insights, and inform strategic decisions
Translate business, regulatory, and operational needs into analytical frameworks, models, and reporting solutions
Design, build, and maintain scalable dashboards, reports, and data models using tools such as Excel, SQL, and BI platforms (e.g., Power BI, Tableau)
Support benefits strategy through financial modeling, cost projections, ROI analyses, vendor performance assessments, and RFP analytics
Leverage data from HR systems, vendors, and third-party sources to discover cost management and workforce insights
Analyze industry benchmarks and market trends to provide forward-looking insights to HR and business stakeholders
Partner with cross-functional teams (HR, Finance, Sourcing) to prioritize initiatives and deliver actionable recommendations
Clearly communicate insights to both technical and non-technical audiences, translating data into business impact
Ensure data integrity, governance, documentation, and compliance with risk and control standards
Drive continuous improvement in analytics processes, tools, automation, and reporting capabilities

What we offer

Health benefits
401(k) Plan
Paid time off
Disability benefits
Life insurance, critical illness insurance, and accident insurance
Parental leave
Critical caregiving leave
Discounts and savings
Commuter benefits
Tuition reimbursement

Fulltime

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New

Senior Human Resources Generalist

We are currently seeking candidates for a Senior Human Resources Generalist role...

Location

United States , Dedham

Salary:

40.00 - 50.00 USD / Hour

Daley and Associates

Expiration Date

Until further notice

Requirements

5+ years of Human Resources experience with direct responsibility for payroll and benefits administration
Prior experience working within a manufacturing environment is required
Strong experience utilizing ADP
ADP Workforce Now experience highly preferred
Experience processing payroll for an employee population of 60+ employees
Hands-on experience administering Workers' Compensation programs and coordinating with benefits brokers and 401(k) providers
Strong understanding of employment law, HR compliance requirements, and HR operational best practices
Excellent organizational skills with the ability to manage multiple priorities simultaneously
Strong interpersonal, communication, and employee relations skills
Ability to work independently while partnering effectively with leadership and employees across the organization

Job Responsibility

Oversee payroll administration for a workforce of 60+ employees utilizing ADP, ensuring accuracy, compliance, and timely processing
Maintain employee records, HR data integrity, and HR operational procedures while identifying opportunities to improve efficiency and standardize processes
Administer employee benefit programs and coordinate with external partners including benefits brokers, retirement plan providers, and other HR-related vendors
Manage Workers' Compensation reporting, claims administration, and employee support activities within a manufacturing environment
Ensure compliance with federal, state, and local employment regulations, as well as benefits, insurance, and workplace safety requirements
Partner with managers and leadership on recruiting efforts, onboarding activities, employee retention initiatives, and performance-related matters
Serve as a trusted point of contact for employees regarding benefits, payroll, policies, employee relations, and HR programs
Develop and implement process improvements, documentation, and best practices that support organizational growth and strengthen the HR function
Provide additional support on HR projects and initiatives as needed

Fulltime

Operational Reporting and Decision Support Analyst

Collinson is the global, privately-owned company dedicated to helping the world ...

Location

South Africa , Cape Town

Salary:

Not provided

Collinson

Expiration Date

Until further notice

Requirements

Strong knowledge and skills associated with data on Insurance systems, telephony platforms (esp AWS Connect), Microsoft SQL Server, Microsoft SSRS/SSIS/SSAS, Advanced Excel, PowerBI skills
Knowledge of SQL Server to store and manage operational data from various systems across the Insurance organisation. Able to build data structures, but to then build advanced data queries using SQL and other toolsets e.g. python
Sound understanding of contact centre processes and the ability to apply this knowledge to produce high quality reports for senior management
Knowledge of workforce capacity and performance planning and reporting
Analytics expertise for operational service functions
Knowledge of Insurance operations, technical claims and network areas, and the processes and data, KPIs and dimensions that support their performance tracking
Understanding regarding data management and governance
Sound stakeholder engagement skills, willing to develop and delight stakeholders
Self-motivated, able to use initiative to solve problems and improve work processes
Ability to ensure detail is taken care or, accuracy, reliability is built in, with a quality ethos, ensuring that live data reported has been and continues to be correct

Job Responsibility

Support the sourcing of all data needed to support the servicing organisations (CISEL, CISL etc)
Manage all data appropriately, including granularity, retention, access, measures, dimensions, and uses. Coordinate with the data squad, to ensure they provide the data engineering to support the roadmap
Support a culture of continuous improvement, efficiency and effectiveness and work to help minimise areas of technical and operational debt (as relates to operational reporting and decision support). Support ways to deliver automation efficiencies
Design, build, deliver and maintain a suite of reports, dashboards, data extracts etc on a frequent basis (e.g. Daily, Weekly, forecast plan)
Work closely with operational owners to understand existing and future workforce capacity, performance, and outcome metrics, including voice, claims, assistance, complaints, and QA data. Build and maintain reporting to track status and inform decisioning and workforce optimisation across all locations and channels, including tracking all pipeline hiring
Enhance reporting to include predictive analytics, focused on KPIs and key ratios to inform and support proactive decisioning. Support the use of advanced tools for dashboards and insights, including PowerBI
Support the roll-out of new reporting features to customers and communicate updates with stakeholders
Utilise contact centre (voice and workforce) data from AWS Connect and other sources, taking advantage of cloud tools where possible including emerging machine learning and artificial intelligence capabilities
Support budgeting, forecasting, reforecasting, and client reporting needs for the operational reporting domain
Support the expertise for operational reporting for the Insurance organisation, and feed into the decision-making process

Fulltime

People and Culture Manager

This role provides strategic People & Culture guidance and oversight for human r...

Location

United States of America , Westlake Village, California

Salary:

85000.00 - 90000.00 USD / Year

Four Seasons

Expiration Date

Until further notice

Requirements

High school diploma or GED
2 years experience in the People and Culture, management operations, or related professional area
or 2-year degree from an accredited university in Human Resources, Business Administration, or related major
1 year experience in People and Culture, management operations, or related professional area
Candidate must be able to thrive in a fluid environment, with a spirit for serving our employees and guests
Fluent in English and Spanish preferred
Skilled at Microsoft Office programs, Word, Excel, Canva (or similar application), and has the ability to quickly learn the HRIS
Embraces being detail-oriented (quality), highly efficient (speed) and strong follow up skills
Open to learning and participating in a dynamic, team atmosphere and maintain confidentiality
Strong critical thinking skills and problem solving skills

Job Responsibility

Oversees and ensures effectiveness of employee communication strategies and channels
Reviews and provides guidance on employee discipline and corrective action, including making recommendations to leadership on appropriate outcomes
Leads complex workplace internal audits and provides findings and recommendations to senior leadership
Maintains detailed investigation records
Utilizes an open door policy to acknowledge employee concerns in a timely manner
Advises managers and leadership on resolution of employee relations issues and escalates high-risk matters as appropriate
Partners with Security to conduct employee accident investigations, as necessary
Communicates performance expectations in accordance with job descriptions for each position
Oversees recruitment strategy and supports leadership in workforce planning and talent acquisition decisions
Provides guidance to management on candidate selection processes and hiring decisions

Fulltime

Operation Lead Analyst

Cigna is expanding its deployment of Workforce/ Resource Management and Capacity...

Location

India , Bengaluru

Salary:

Not provided

The Cigna Group

Expiration Date

Until further notice

Requirements

Graduation in Business Administration, Finance or equivalent required
8+ years of experience with Min. 3+ years operational planning experience including scheduling and forecasting
Knowledge & experience with administering any WFM software, Avaya, CUIC or Cisco Phone System
Polished presentation Skills
Proficient in Microsoft Office, including but not limited: Expert in Excel, macros, formulas
MS Access
Strategic staffing and capacity management experience for a global corporation
Experience partnering closely with Finance team & Operations team
Ability to organize workflow of other analysts
interact with partners

Job Responsibility

Able to devise detailed resource optimization plans in a multi-site, multiple networks, multiple lines of business & heavily decentralized environment and implement the same on capacity models/tools
Under general direction, analyzes call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Provides assistance to lower level traffic and scheduling staff, monitors inbound call traffic and ensures efficient distribution based on staff availability while ensuring customer service needs are met by coordinating and adjusting the call volume in a timely manner. Utilizes call volume reports and coordinates and completes capacity planning within the call center. Conducts call pattern forecasting and schedule planning to help meet business unit objectives. Maintains frequent contact with other departments when outages occur and calls must be redirected. Also requires knowledge of call center's staffing availability and call volumes
Able to understand & analyze short and long term staffing plans incorporating multiple work types (i.e. inbound, outbound, back office work, etc) with competing operational goals & effectively distribute resources to meet all goals simultaneously
Ensures the accuracy and timeliness of data by working time-off, schedules changes, and other WFM requests
Must have an understanding of IVR, ACD & other call delivery technology platforms
Works collaboratively with stakeholders, Departments /function and teams to create and deliver resource capacity forecasts
Manage relationships with business operations , finance and Manage workload assignments across environment achieving optimal performance
Contribute to or develop complete, realistic and achievable plans to drive project to successful implementation (on time, within budget and meeting Customer needs) of new predictive models
Strong ability to multi-task in a fast pace operational environment
Must be able to understand healthcare claims inventory management, forecasting, and associated staffing by multiple skills/work types

What we offer

health and wellness benefits
work/life balance programs
opportunities for career growth and development

Fulltime

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Senior Manager, Claims Workforce Management

Job Description

Job Responsibility

Requirements

What we offer

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