Heidi H.

About Heidi H.

Experienced Executive Team Leader - 10 plus years. Special focus within Human Resources with a demonstrated history of working in the retail industry with 150+ employees. Skilled in Leadership, Employee Relations, Talent Management, Training, Planning and Execution.

Experience

1. Operations Manager

   Oscar Health

   Jun 2021 — Present · Tempe, AZ, US

   Manage day-to-day team operations of 70 internal exempt leads/reps and 300 Global BPO personnel, including resource management, quality assurance, regulatory compliance and strategic planning.• Establish and monitor key performance indicators (KPIs) to gauge operational effectiveness, track progress and foster accountability across the team and employee satisfaction.• Lead continuous improvement initiatives, leveraging Lean methodologies to streamline processes, minimize waste, and optimize operational efficiency. • Collaborate with cross-functional teams to identify operational hurdles and drive strategic initiatives aimed at enhancing member satisfaction and mitigating risks.• Provide personalized coaching and mentorship to managers and team members, fostering leadership development and facilitating achievement of performance objectives.• Devised and implemented quality assurance programs to enhance accuracy, compliance, and Net Promoter Scores (NPS), resulting in a frictionless member experience. • Prioritize team well-being and retention by proactively identifying opportunities for employee growth and relevant training initiatives.• Enhanced departmental documentation standardization by implementing comprehensive Standard Operating Procedures (SOPs), as well as refining performance management documents, including 1:1 templates and employee Personal Development Plans (PDPs).

Education

• Arizona State University

  Bachelor's Degree

• Maricopa Community Colleges

  Associate of Science (A.S.)