Operations Senior Manager - HIH - Evernorth

Operations Senior Manager – Enterprise Print & Distribution (Hyderabad)

Position Overview

The Operations Senior Manager leads the day-to-day operations of the Hyderabad Enterprise Print & Distribution teams, ensuring requests are completed promptly and accurately while driving productivity, efficiency, and quality outcomes. As the face of the team within HIH, this leader sets the example and tone for professional conduct, collaboration, and accountability, actively cultivating strong relationships between the Hyderabad and Stateside teams. The role establishes and monitors performance metrics, analyzes operational and process efficiencies, and provides clear status reporting to both internal and external leadership. In addition to steady-state delivery, the manager coordinates EPD readiness and go-live/post-go-live support using a collaborative operating model that emphasizes proactive risk identification, strong communication cadence, and cross-functional alignment.

Key Responsibilities

• Own day-to-day operations for Hyderabad EPD teams; coordinating work to ensure requests are completed accurately and on time.

• Implement, monitor, and continuously refine performance metrics; analyze results to drive improvements in productivity, efficiency, and quality.

• Hire, develop, and conduct capacity planning for direct and indirect staff; foster a positive, inclusive work environment.

• Build strong stakeholder partnerships; remain aligned to evolving business needs and process changes.

• Coach, mentor, and support team members in their professional growth, providing regular feedback and guidance to help them achieve personal and organizational goals.

• Develop and maintain training materials, reference guides, and work instructions to ensure effective knowledge transfer and mastery of key processes.

• Build strong stakeholder partnerships and maintain alignment with evolving business needs and process changes.

• Drive efficiencies through activities, innovation, and automation across the division.

• Communicate clearly and consistently on key developments; prepare and present internal and external reports on team performance.

• Identify quality gaps and lead the development and execute remediation action plans.

• Ensure strict adherence to Corporate Regulations, Standard Operating Procedures, and Compliance Protocols.

• Recommend and facilitate the implementation of process enhancements; lead special projects when assigned.

• Prepare and present in Monthly Business Reviews and Town Halls.

Qualifications

• Bachelor’s degree and overall 13 - 16 years of related work experience

• relevant of 9+ years of related project management experience (strongly preferred).

• Experience with content management & composition tools as well as direct mail regulations; graphic arts knowledge is a plus. (e.g., MessagePoint; GMC/Quotient)

• Proven leadership in supervising staff and guiding teams to successful completion of daily activities and project initiatives.

• Strong business acumen and ability to quickly learn new areas and drive results independently.

• Advanced problem-solving skills and ability to work collaboratively across departments to resolve issues with innovative solutions.

• Advanced communication and presentation skills.

• Proficiency with Microsoft Office and strong organizational skills.

• Willingness to work a flexible schedule based on business needs; adapt to a dynamic environment and make sound decisions.

• Skilled at mentoring and training team members, supporting their development and ensuring their understanding of job expectations.

• Able to create and maintain training materials (reference guides, work instructions, policies, etc) for effective knowledge sharing.

• Experience working in a global or multi-site operational environment.

• Track record of driving process improvements and implementing automation initiatives.

• Ability to analyze complex data sets and translate insights into actionable strategies.

• Experience presenting to senior leadership and facilitating business reviews or town halls.

• Commitment to diversity, equity, and inclusion in hiring and team development.

• Certification in project management (e.g., PMP, Six Sigma) is a plus.

Core Competencies

• Results orientation; resourcefulness; decisiveness under time constraints.

• Analytical rigor and continuous improvement mindset.

• Relationship building; collaborative operating approach with cross-functional leaders.

• Responsible for team outcomes.

EEO / Inclusive Hiring

Qualified applicants are considered without regard to race, color, age, disability, sex, pregnancy/related conditions, sexual orientation, gender identity/expression, veteran or military status, religion, national origin, ancestry, marital/familial status, genetic information, public assistance status, citizenship status, or any other characteristic protected by applicable equal employment opportunity laws

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