Vice President, Service Management - Shared Business Operations

Community Health Systems is one of the nation’s leading healthcare providers. Developing and operating healthcare delivery systems in 47 distinct markets across 16 states, CHS is committed to helping people get well and live healthier. CHS operates 79 acute-care hospitals and more than 1,000 other sites of care, including physician practices, urgent care centers, freestanding emergency departments, occupational medicine clinics, imaging centers, cancer centers and ambulatory surgery centers.

Summary:

The Vice President, Service Management will be responsible for building a dynamic start up team for a new Shared Business Operations (SBO). The Vice President of Service Management will provide leadership over service management functions for the SBO supporting the organization’s Finance, HR, Supply Chain Management, and non-clinical support functions. This role brings together the critical strategic and administrative support activities under one leader with the intention of further increasing the strategic and operational effectiveness, efficiency, and speed of these critical functions to help CHS to deploy health services to its customers quickly and nimbly. Interested candidates should be located in the Franklin, TN area or be able to relocate.

This leader will work with the SVP of Shared Business Operations to execute strategic and organizational changes as set forth by the SVP and Executive Steering Committee. Additional focus will be placed on Improving operational effectiveness by overseeing and developing Shared Business Operations support services and extending these services to support systems in finance, human resources, procurement, and other functions.

Essential Duties and Responsibilities:

• Develop and execute strategies that increase value to customers, decrease defects, and support the overall shared service center’s goals and objectives.
• Provide forward thinking initiatives to accomplish operational objectives which may include organization restructuring, process re-engineering, technological advances, and adaptability to changing business and regulatory environments.

• Help set long-term strategic direction for the administrative functions, anticipate key trends, opportunities and vulnerabilities and position functional support to ensure that infrastructure and systems are stable and support the demands of current programs and future growth.

• Leverage data, analytics, and industry leading insights to assess service performance relative to benchmark information. Recommend changes/shifts in strategic or tactical direction as appropriate. Partner with the SBO service delivery leaders to set productivity and service quality standards including Service Level Agreements (SLAs) to determine overall effectiveness. Ensures underlying operational performance standards are also established and achieved and in compliance with federal and state laws.

• Employ an effective, diplomatic, and influential communication style to gain support and implement positive and successful change initiatives to improve overall processes and systems. Works with the organization leaders to lead and manage the organization through significant strategic and organizational change. Promotes an overall mindset of continuous improvement and innovation to deliver best practices and drive the center to the next level of performance.
• Develop and manage the annual operating plan / budget, action plans and projects to help support and achieve the Shared Business Operations strategy and the overall business strategy. This includes oversight of vendors and contracts which have a direct impact on the budget. Ensures that proper procedures are in place to facilitate goal achievement.
• Meet operational standards by ensuring the productivity, quality, compliance, and customer-service standards are achieved and continuously improved. Develops work standards and resource requirements to support function operating model in a cloud-based environment and virtual workforce. Develop strategies and processes that support the Shared Business Operations center’s ability to scale up and down as part of the overall demand management.
• Encourage a work environment of respect, inclusion, and employee engagement to drive to a culture of high performance. Transform the culture into a service-oriented organization to deliver strategic value as part of the Shared Business Operations center to contribute to a more rewarding place to work, and to improve operational efficiency.

Education, License and Certification:

• Bachelor’s degree in Business, Finance, Accounting, Supply Chain Management or related discipline required.
• Master’s degree in Business, Finance, Supply Chain management or related discipline preferred.
• Six Sigma Certification, Project Management Certification (PMP) preferred.

Required Experience:

• Minimum ten (10) years of progressive experience in a leadership role implementing and operating an enterprise-wide Shared Services or Global Business Services organization, leading teams, and broad-based experience in ERP systems.
• Experience driving technology-enabled business transformation projects.
• Leadership experience in large multinational organizations, with exceptional verbal and written communication skills.

Preferred Experience:

• Experience utilizing process improvement methodologies (including Lean and/or Six Sigma), automation implementation, and transforming customer experience preferred.
• Experience with post-merger integration projects, strategic program management and/or change management is preferred.
• Healthcare experience

Physical Demands:

In order to successfully perform this job, with or without a reasonable accommodation, the following are outlined below:

• The Employee is required to read, review, prepare and analyze written data and figures, using a PC or similar, and should possess visual acuity.
• The Employee may be required to occasionally climb, push, stand, walk, reach, grasp, kneel, stoop, and/or perform repetitive motions.
• The Employee is not substantially exposed to adverse environmental conditions and; therefore, job functions are typically performed under conditions such as those found within general office or administrative work.