As a Pharmacy Benefit Team Leader, you will lead a team that supports wide-variety of activities managing their plan designs and ongoing management of pharmacy benefit programs. You will be responsible for developing summary information for client presentations, develop quarterly and annual reports, and other activities. You will also take point in resolving escalated issues by either researching individually or work with US client teams to uncover potential causes and solutions. You will have the opportunity to grow your pharmacy and broader North American health and benefits business acumen as well as your project management and client relationship skills by working on cutting -dge projects alongside leaders in the industry.

• Partner with leadership to lead change by managing strategic initiatives to meet business needs.

• Assist project managers in prioritizing work across multiple projects by ensuring they understand deadlines, level of effort required, and client priorities

• Embrace quality and excellence best practice models and effectively implement quality standards within the team

• Ensure team is meeting client deliverables in a cost-effective manner, including all contractual service level agreements; actively work with team as needed to address any quality concerns quickly and proactively

• Collaborate with onshore stakeholders in developing business and/or operational plans and delivering planned performance which creates opportunities to reduce operational bottlenecks, on-time client delivery and process excellence

• Lead process enhancement/continuous improvement projects by leading gap analysis, developing to-be processes, identifying areas for improvement and training needs and ensuring training materials are created

• Maintain effective governance, control systems and compliance requirements of the company.

• Oversee metrics to meet strategic objectives, evaluate and effectively manage performance of the team in line with the Service Level Agreements.

• Continuously review and establish a robust performance measurement structure

• Review staffing and workload management for capacity assessments

• Drive consistency of team methodology, process, and deliverables

• Support a handful of clients/projects that the pharmacy team is responsible for to build and maintain in depth knowledge of the process and community being supported

• Assist with interviewing and selection of team members and serve as a role model and mentor your team and others.

• Responsible for developing team through coaching and team building while serving as an escalation point for the Operations issues and complaints.

• Conduct periodic and annual performance reviews for all direct reports

• Effectively coach colleagues, driving performance, reinforce positive behaviours and identify opportunities

• Oversee team performance against established quality, security, efficiency, and client delivery standards

The Requirements:

Skills:

• Exceptional communication skills along with strong writing and editing skills in English

• Able to manage diverse processes with multiple stakeholders.

• Proven ability in delivering excellent levels of client service.

• Preferably experienced in conducting transitions/ knowledge transfer activities.

• Ability to establish robust performance measurement structure.

• Highly developed critical thinking and analytical skills

• Demonstrated leadership and vision in managing staff groups and major projects or initiatives.

• Excellent interpersonal skills and a collaborative management style

• Proven ability to establish relationships and work collaboratively with team members at all levels within and outside of the GDC to effectively deliver internal and external client needs

• Continuous improvement mindset – increasing quality task efficiency and effectiveness with each product orservice repetition

Competencies

• Focusing on Clients

• Working in Teams

• Driving Quality and Excellence

• Fostering Innovation

• Influencing Stakeholders

• Developing Talent

• Adapting to Change

Experience:

• 6+ years relevant experience (PBM), 5+ years Team Leader experience

• Experienced leader with proven ability in managing service delivery teams will be preferred

• Knowledge and experience in organizational effectiveness and operations management, implementing best practices

• Project management experience

• Experience with vendor management

• Experience with creating standard operation procedure and quality checklists

• Proficiency in English language required

• Experience working with US based consulting, pharmacy benefit management or health care firm (preferred)

WTW is an Equal Opportunity Employer