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Staff VP Business Solutions (Workforce Management)

Anthem, Inc.

This is a Full-time position in Norfolk, VA posted May 1, 2021.

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Staff VP Business Solutions (Workforce Management)

Your Talent.

Our Vision.

At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities.

Join us and together we will drive the future of health care.

This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America’s leading health care companies and a Fortune Top 50 Company.

Staff VP, Business Solutions (Workforce Management)

(Official Title: Staff VP, Business Solutions)

Location:  Virginia Beach or Norfolk, VA, Atlanta, GA and Indianapolis, IN.

The chosen incumbent will innovate and transform all facets of operational capabilities in order to lead and manage the successful execution of the business strategies through Group Business Division (GBD) while collaborating with key internal stakeholders, including the executive team.

Some of the key priorities for the Staff VP, Workforce Management will include excelling at running operations for the Group Business Division in their current state and reimagining the future state to enable industry leading capabilities.

The role will drive the creation of a more efficient organization aligned with the business and to accelerate reinvention and automation efforts from a workforce management perspective by developing strategic system solutions in multiple complex operating environments across the enterprise supporting internal and external customers and vendors.

This system support model is designed for all business areas not just Operations.

The role will have oversight of the staffing models and recommendations for the call center consisting of 3,500 + associates across multiple sites in the U.S and offshore.

Key Responsibilities:
Project support as well as production support (Inquiries, Rapid Response, Small Enhancements and Defects) Oversight for all work intake, production support prioritization, resource management, and process/procedure development and maintenance for core and ancillary systems and operating models across the enterprise Maximizes system investments and efficiencies Directs the establishment and enforcement of standardized business analysis processes Manages the business risk associated with the delivery of new solutions and enhancements Ensures facilitation and integration to all enterprise solutions delivery initiatives between business leads, IT and enterprise counterparts Utilize information, reporting, analytics and performance measures to identify opportunities for performance improvements before they become major challenges Develops and drives an external strategy that establishes and enhances the company’s reputation as a national leader in a consumer centric Medicare/Medicaid operation Responsible and accountable for operational performance and SLAs Utilize information, reporting, analytics and performance measures to identify opportunities for performance improvements before they become major challenges Continuously scan external environment to bring in best-in-class practices and challenge conventional wisdom to ensure Anthem’s continued leadership and excellence Build and retain high performing teams with a commitment to leadership succession Hires, trains, coaches, counsels, and assesses performance of direct reports Continuously scan external environment to bring in best-in-class practices and challenge conventional wisdom to ensure Anthem’s continued leadership and excellence
10 + years experience managing and directing large scale projects in a complex business and systems environment  8+ years’ experience in Workforce Management for a large regional call center Leading teams to deliver insightful and easy to understand analysis and recommendations to the Anthem Government Business Division, call center Manage teams to proactively analyze and implement agent staffing, plans including re-forecasting requirements to continuously improve Workforce Management planning accuracy Lead analytical, data driven, and tactical planning teams, identifying future of work strategies Develop the successful structure to drive continuous improvement within the WFM organization and consistently meet or exceed staffing budget, call center KPIs, client satisfaction, and technology expectations Create strategic recommendations to improve productivity while balancing service levels and costs Strong IT and/or business architecture, systems conversion, process reengineering and operations experienc e In depth experience with project management methodolog y (Agile) and tools including testing and QA practices  Leadership in the design, development and implementation of complex IT and business solutions Ability to drive, create and sell strategic project management solutions Proven success in influencing executives and managers and to influence behaviors Demonstrated experience with change management strategies and implementation Experience consulting in marketplace, workforce, and workplace initiatives required Management responsibilities include hiring, training, coaching, counseling and evaluating performance of direct reports Excellent oral and written communication skills; ability to interface with and communicate effectively with all levels of leadership and stakeholders Excellent facilitation and negotiation skills 10+ years of executive level management and best-in-class call customer and service experience across industries; or any combination of education and experience, which would provide an equivalent background.

Anthem, Inc.

is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and has been named a 2019 Best Employers for Diversity by Forbes.

To learn more about our company and apply, please visit us at

An Equal Opportunity Employer/Disability/Veteran.

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Anthem, Inc.

is committed to helping individuals with disabilities participate in the workforce and ensuring equal opportunity to apply and compete for jobs.

If you are an individual with a disability and require a reasonable accommodation to complete the application process, please email Human Resources at for further assistance.

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