SVP, Capability Centers Strategy and Operations

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.

• 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.