Job Title: Director, MIS Contract Compliance & Solution Optimization

Description: Manage contractual exhibits, deliverables, and Policy and Procedure Guides to ensure they reflect current operations for MIS. Proactively engages with Process Owners/SMEs as appropriate for changes to contracts or other related documents (ex. Policy and Procedures Guides); provides support to and ensures review of recommendations by Process Owners. Provide input for Service Delivery Committees as needed. Design and execute regular audits on SLAs, Operational reports, RUs, PPGs, ad hoc reports, etc.; provide regular reporting to and identify issues or gaps for ASP MIS team, Process Owners/SMEs as needed for review and or escalation. Perform Benchmarking of service provider performance and pricing against competitors and industry trends (periodic, complex task). Evaluate potential gain sharing opportunities (e.g., whereby Service Provider and WBEI agree to increase scope and share in the costs and benefits of significant process change, tools implementation, etc.). Interface with Financial Management to track and analyze performance outcomes for Performance Credits / Earn-backs. Review and monitor Service Provider (contract) problem and change management process and escalation procedures.Defineprocedures. Define and/or manage Disaster Recovery and Business Continuity Plans to ensure business continuity; oversee tests. Ensure regulatory and S-OX compliance process. Lead Contractual continuous improvement activities specific to the Process area; Evaluate opportunities and make recommendations; Facilitate prioritization. Act as SME for contract and service level areas to ASP MIS team for new scope/new Service Provider RFP and Contract initiatives (ex. actively participate in analyzing new scope, changes to scope, organizational change analysis, etc.). Develop and introduce new Services, performance measurmentsmeasurements, and other supporting processes into the pipeline.

Requirements:

• ITIL and/or PMI preferred.
• Bachelor’s degree or equivalent years of experience required.
• 6-10 years overall work experience, preferably at a management level required. Outsourcing or Shared Service management. Process design, development, re-engineering. Controls analysis and implementation. Consulting. Experience in the Process Area (ITO aka MIS).
• General knowledge of all processes in scope, with specific knowledge of customer operations.
• Problem determination and root cause analysis experience. Negotiation skills. Project management experience. Problem management experience. Microsoft office suite of tools. Six Sigma. Available to support special extended hours to support critical periods, such as the month end closing, and Transition, etc.
• Must have the ability to communicate effectively and tactfully with persons on all levels, in person and on the telephone. Must be able to reason through issues, resolve problems and work well under time constraints. Must have excellent time management skills to perform in a fast-paced, high pressure, high volume environment. Must be a team player and be flexible. Must be a motivated, confident self-starter.
• General Office - Walking, Standing, Sitting, Talking, Lifting, Finger Manipulation, etc. Computer, printer, photocopy machine, fax machine, telephones, etc.
• Intermediate Travel, including overseas.