Kaiser Permanente Sr Manager, Workforce Management-National Claims Service in Englewood, Colorado

Responsible for the management and leadership of a range of process improvement and process management activities. Activities managed include planning, performing, and implementing process improvement initiatives, in addition to ownership of operational processes. These initiatives may represent one portion of a larger project, or may represent a stand alone initiative or function within a work group or department. Process management functions may include data gathering and analysis, best practice research, process mapping, developing and recommending alternatives for improvement, developing performance metrics, obtaining leadership or stakeholder agreement, implementing improvements, and monitoring post-process improvement initiative performance to updated standards. Activities are undertaken and executed in support of organizational goals and are accountable for providing business process solutions to meet internal and external customer expectations.

Essential Responsibilities:

  • Resource Management: Manages in very complex organization(s) the efforts of direct and indirect reports, and collaborates with, provides guidance to and influences employees, clients and matrix partners.

  • Responsible for selecting, developing, and deploying staff in the most effective manner to meet assigned objectives. Responsible for performance management, compensation decisions, rewarding and recognizing employees, and providing on-going, regular performance feedback.

  • Strategic Partnership & Planning: Formulates complex, effective strategies consistent with the business and competitive strategy of the organization and/or functional area. Examines policy issues and strategic planning with a long-term as well as short term perspective. Determines objectives and sets priorities; anticipates potential threats or opportunities and vets them within the organization and with the client as appropriate.

  • Change Management & Innovation: Proactively engages client leaders and matrix partners to actualize change initiatives. Develops and/or encourages new ideas/approaches. Establishes procedures and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex environments. Uses efficient and cost-effective approaches to integrate technology into the workplace and improve program effectiveness. Develops strategies using new technology to enhance decision making. Understands the impact of technological and process changes on the organization.

  • Results & Accountability: Ensures that effective controls are developed and maintained to ensure the integrity of the organization. Takes corrective action, as appropriate. Ensures that performance is aligned with mission, goals and outcomes and is completed within established timeframes. Monitors and evaluates complex plans; focuses on results and measuring attainment of outcomes. Has budget accountability.

Basic Qualifications:


  • Minimum three (3) years of management experience.

  • Minimum eight (8) years of process and/or project management, consulting, or related business experience.


  • Bachelor's degree OR four (4) years of experience in a directly related field.

  • High School Diploma or General Education Development (GED) required.

Additional Requirements:

  • Must be able to work in a Labor/Management Partnership environment.

Preferred Qualifications:

Bachelor-s degree in business administration, human resources, or a related field; a master-s degree is preferred

Experience leading a team focused on workforce planning and development activities

Prior extensive experience collaborating with leadership to identify future workforce needs

Experience working with Work Force Management solutions like NICE, Aspect, Variant, etc.

Experience with and knowledge of quantitative workforce analysis, reporting, and interpreting internal and external data sources

Excellent communication, presentation, consulting, and project management skills

Additional Duties:

Senior Manager, Workforce Planning:

  • Responsibilities:

  • In this role, you will be responsible for the strategic planning, forecasting, and evaluation of all workforce planning, development, and resource strategies across Kaiser-s National Claims Administration teams.

  • This will incorporate a broad range of organizational development skills to include workforce planning and optimization to develop strategic client partnerships and achieve desired business results. In addition, you will work with regional leadership to assess current and future workforce needs and develop strategies to build capacity

  • Forecasts short and long-term Claims volume for the National Claims Administration and develop staffing strategies to ensure sufficient staffing levels are maintained.

  • Analyzes potential performance using various scenarios on staffing, volume, inventory and shrinkage. Identifies potential areas of improvement.


TITLE: Sr Manager, Workforce Management-National Claims Service

LOCATION: Englewood, Colorado


External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.