Chris Charles

About Chris Charles

Reporting to the COO, I am an IT & Operations professional with over 20 years experience in Health & Welfare administration, data management & reporting, billing and payment remittance automation, software release management, operational workflow development and implementation, staff training / development / engagement, and enterprise organizational design. In my current role as Senior Manager of Operational Governance and Continuous Improvement, I am responsible for the well-being and goals delivery of a team skilled in project management, systems development, and operations governance / management. I also am responsible for the partnership and development of similar resources aligned to other teams across the enterprise.Our primary team deliverables are projects of any type (software implementation / development, organizational redesign, human workflow development, documentation development, and/or team communication enhancement) stemming from direct requests from company leadership or from opportunities to improve engagement, productivity, and the financial bottom line identified directly by me, anyone on my team (if you see something, say something), and business partners / customers across the enterprise. My personal contributions to these projects include setting of work priorities and goals, overall program management, business partner engagement, requirements development, architecture of overall technical and operational solutions, project coordination, solutions development, training development, and product rollout. I am also the one to blame when team lunches run too long. It\'s team building, people! Just book it as \'Team Meeting\' on your timesheet.At present, we are also responsible for accurate distribution of third party charges from 30+ vendors and direct headcount billing of 100M+ annual revenue to client billing and 1B+ in premium payment remittance to vendors driven by 200 custom client contracts using custom Finance Automation platforms of my design.

Experience

1. Senior Solutions Architect

   Empyrean

   Jan 2022 — Present · Houston, TX, US

   In this role, I am the primary architect for process improvement solutions used across the enterprise. Solutions may involve technical design using a wide range of existing and newly implementing software systems but can and often do call for development of new solutions in operational procedures, workflows, documentation, training, and new hire onboarding.In this leadership position, I am called to master a working knowledge of all systems, roles, documentation, and tasks relating to the proposed improvement opportunity but also to lead experts across teams who specialize in deeper knowledge across these and many other subjects.I partner daily with executive and project leadership to ensure strategies, resources, expectations, budget, and timelines remain clearly communicated and in-line with senior leadership expectations. I am called to make recommendations with backing documentation to leadership wherever possible to bring the best solutions to bear for our company, clients, and customers.Major projects in recent years have involved- Full automation of client billing including all core billing and 30+ pass through vendor charges with integrated systems for client leadership signoff of each monthly invoice and the automatic production and distribution of PDF invoices to clients- Full automation of premium billing to clients, remittance of premium payments to vendors including automation of ACH transactions to our banking vendor, tracking of commissions based on these transactions, and full end-to-end audit/reconciliation of all dollars from the point of participant enrollment to final remittance to the vendor- Design and implementation of a formal, enterprise-wide change management system used to drive configuration and code development releases between our database environments. This system is now standard for the company and is included as a standalone module that I teach at every new hire onboarding-Many more but I appear out of room.

Education

• Yuba College

  Accounting and Business/Management

  1992 — 1994

• Granite State College

  Information Technology

  2004 — 2006

• Cosumnes River College

  Information Technology

  1998 — 2000

Skills

• Training
• Testing
• Project Management
• Relationship Management
• Outsourcing
• Management
• Six Sigma
• Program Management
• Software Development Life Cycle (Sdlc)
• Sdlc
• Requirements Analysis
• Call Centers
• Business Analysis
• Leadership
• Operations Management
• Process Improvement
• Business Process Improvement
• Vendor Management
• Visio
• Cross-Functional Team Leadership
• Requirements Gathering