The primary goals of the new COO will be achieving both consistency and standardization of operations, by driving efficiencies, mastering workflows/operations, influencing positive change and building infrastructure, as needed, to support business operations so as to expand/enhance the vision, market share, operational and financial performance of Matrix. This will be successfully accomplished in part via bringing new and better ideas to Matrix Absence Management, Inc., serving as a “fresh set of eyes” and assessing the current state of Matrix operations (with the short-term goal of measurably improving them).
The newly-hired COO will also achieve the above goals via leading and motivating a highly capable and strong management team committed to delivering industry-leading, measurable, cost-effective business solutions. To this end, it will be critical that the new COO establish his/her credibility early on and develop excellent working relationships with his/her direct reports and the Practice Leaders as well.
The new Matrix COO position will have 6 direct reports who collectively manage Matrix’s operations on a nationwide basis. The new Matrix COO’s direct reports will be: AVP, Leave Of Absence Claims – National (Phoenix, AZ); AVP, Operations–- Disability Claims/Workers Compensation/LOA/Licensing/Compliance/Vendor Management and Carrier/TPA Partner Management (Phoenix, AZ); AVP, LOA Practice Leader/Sales Support (Phoenix, AZ); AVP, Disability Claims, NY (Hawthorne, NY); Director, Operations/ASO (Phoenix, AZ) and Director, Medical Unit (Phoenix, AZ).
The Matrix President reports to the President/CEO of Reliance Standard Life Insurance Company, Inc. (who reports to the President/COO of Delphi Financial Group, Inc., who in turn, reports to the Chairman of the Board/CEO of Delphi Financial Group, Inc.).
Delphi provides integrated disability and absence management services on a nationwide basis through Matrix Absence Management, Inc., which was acquired by Delphi in 1998. Matrix Absence Management, Inc. is the U.S. leader in Absence Management. Founded in 1987, Matrix has tripled in size since being acquired by Delphi and currently employs approximately 650 employees on a nationwide basis (Phoenix, AZ – 339 employees; Hawthorne, NY – 106 employees; San Jose, CA – 86 employees; Portland, OR – 61 employees; Roseville, CA – 38 employees; Austin, TX – 26 employees) with a 2012 projected Matrix total employee population approaching 700 employees.
Matrix’s comprehensive disability and absence management services are designed to assist clients in identifying and minimizing lost productivity and benefit payment costs resulting from employee absence due to illness, injury or personal leave.
Matrix offers services including event reporting, leave of absence management, claims and case management and return to work management. Matrix provides these services on an unbundled basis or in a uniquely Integrated Employee Benefits (IEB) program that combines these services with various insured group employee benefit insurance coverages. These services complement Delphi’s core group employee benefit products, enhancing Delphi’s ability to market these core products and providing Delphi with a competitive advantage in the market for these products.
Matrix’s current book of business breakdown is: 50% STD/LTD/ASO Insured; 35% FMLA and 15% Workers Compensation.
Matrix’s diverse client base includes Fortune 500 companies, technology sector leaders, service companies, manufacturers, biotechnology, utilities and healthcare. Matrix clients collectively employ more than 1,000,000 employees with total payrolls collectively exceeding $60 billion. Matrix attributes much of its growth to the many positive referrals received from its existing clients.
Matrix serves as the pivot point between insured and self-insured programs, connecting disability with workers’ compensation (through Safety National Casualty Corporation) for a fully-integrated system. Furthermore, the strategic partnership between Matrix and RSLIC (Matrix’s largest client) combines technology and clinical expertise to help obtain high-quality program administration, facilitate health return-to-work services and save costs associated with absence.
Matrix provides employers with seamless customized management of Disability, Workers’ Compensation and Family Leave Programs and is committed to delivering consistent and stream-lined administration through a single service provider.
Matrix integrates coverage with federal and state laws and company policies in each state in which the client does business. Most critically, Matrix provides RN case management to ensure that employees appropriately return to work as quickly as possible.
Matrix is a very dynamic yet highly stable organization (2011 turnover of only 4%, 2010 turnover of only 11%) poised for significant growth, especially since effective Absence Management requires skill sets that most U.S. employers simply don’t possess in-house.
Matrix Absence Management, Inc’s “culture” can be best characterized as highly service-oriented, passionate about the customer, “smart” about operating in a “lean” fashion without sacrificing requisite capabilities, non-hierarchical, not status-oriented, “business casual,” practical, mutually supportive and a “fun” place to work where each employee can and does “make a difference.”
•Responsibilities of the Matrix Absence Management, Inc. COO Position
Formulates and executes major policies, programs and objectives to promote and ensure the Company’s continued success, profitability and growth consistent with Matrix’s three (3) year strategic business plan (including both long and short-term objectives) and in meeting Delphi’s overall corporate objectives.
Assists the Matrix President in developing and implementing strategies for generation of new clients, and/or revenues for the Company.
Assists the Matrix President in formulating and articulating the Company’s vision and mission, both externally and internally.
Supports the identification of M&A opportunities and oversees implementation activities.
Serves as the key day-to-day operational leader of the Matrix Absence Management, Inc. organization, overseeing all multi-site operations to optimize production efficiency, industry-leading quality/service and cost-effective management of resources and expenses within Matrix budgetary guidelines.
Develops, coaches, evaluates and manages a highly knowledgeable management team to provide industry-leading customer service and operational excellence. Evaluates management performance against Matrix’s objectives, policies and goals.
Directs staff development and succession plans. Leads change management initiatives to align staff competencies and performance with industry “best practices.”
Fosters an achievement-oriented culture, based on continuous learning principles, where employees are motivated and rewarded for both individual and team contributions.
Oversees the establishment, implementation and measurement of industry-leading, multi-site operational processes, including “best practices” for technology and human resource strategies.
Assists the Matrix President in formulating, developing, implementing and reviewing procedures and policies regarding expenditures, contractual commitments, facilities and leases.
Works effectively and appropriately partners with all relevant Delphi colleagues at all organizational levels.
Establishes and maintains strong relationships with the brokerage and consulting communities.
Supports the sales team in presentations as appropriate.
Supports the Matrix President in representing the Company, as needed, in regulatory or formal functions and with local, regional and national constituencies.
Establishes and maintains engagement and participation in industry conferences.
Keeps informed of developments in the industry and of competitors.
•Desired Matrix Absence Management, Inc. COO Candidate Background
The COO candidate that Matrix Absence Management, Inc. seeks to employ will have in his/her professional background:
o 10+ years progressively responsible managerial/executive leadership experience within the U.S. group employee benefits industry (major U.S. disability carrier and/or TPA, or related organizations).
o Successful experience managing a disability claims business with clearly demonstrated operational excellence, standardization/consistency of operations and very high customer service ratings performance.
o Substantive market-facing experience interfacing with brokers, clients and employee benefits consultants.
o Demonstrated successful P&L (i.e., income statement) operations-oriented experience/responsibility ensuring profitability/margin goals were consistently met or exceeded.
o Significant product knowledge with demonstrated experience with Integrated Disability/Absence Management, Insured Disability, Voluntary Statutory Plans, Workers’ Compensation and/or Third Party Administrators.
o Experienced in and comfortable managing multi-site entities.
o An undergraduate Bachelor’s degree. MBA preferred. Evidence of continuing professional development and industry involvement are seen as assets.
o Ability to travel routinely, sometimes on short notice. First year annual travel requirement is 30% - 40% nationally. Future nationwide travel will vary, but is forecasted in the 20% - 40% range.
o High impact, action-oriented, charismatic and visionary leader with a record of consistently achieving both required operational and financial results individually and through others. Strong, confident presence, maturity and business savvy. Inspires others to follow his/her direction in pursuit of Matrix’s strategic objectives. A positive attitude and enthusiasm for and conviction in Matrix’s mission and corporate goals.
•Management and Leadership Style Elements
o Self-directed/motivated assuming responsibility for both the operational and profitability needs of Matrix, functioning autonomously with little day-to-day direction. Routinely utilizes operational/financial ROI and “cost/benefit” analytical and process tools to make intelligent business decisions/recommendations in achieving short and long-term operational/financial goals.
o Consistently achieves strategic business plan goals, operate within established budgets and achieve required operating margins, while making intelligent recommendations for capital investments, potential M&A opportunities and appropriate business model expansion/diversification.
o Easily masters workflows to build an industry-leading operational infrastructure and to optimize both strategic and tactical-level efficiencies.
o Intelligent and proactive strategic thinker compelled by the direction of the business who remains market knowledgeable and focused.
o A “roll-up-your-sleeves,” hands-on performer who can and is determined to further build upon Matrix’s success in a highly competitive, ever-changing industry and, at times, uncertain business, political and regulatory environments.
o Innovative in his/her thinking and perspective.
o Highly observant – looks, learns and listens.
o Driven to and challenges others to make continual improvements and execute on best practices.
o Spends time and builds creditability interfacing with brokers, clients and employees to develop understanding and knowledge; exhibits a collaborative/collegial management style.
o Possesses strong oral, written and presentation skills. Communicates and keeps those in the organization, both above and below, informed and up to date.
o Can handle change and ambiguity and deal with a broad range of complex issues calmly and with resolve.
o Strong influencing/negotiating skills required at the senior management level, in industry and with customers.
o Passionate advocate of the customer and in heightening and enhancing customer experience. Seeks to build strong business relationships with external and internal customers.
o Keeps abreast of industry changes regarding the opportunity for enhanced delivery and administration of disability, workers’ compensation, return-to-work services and personal/family leave of absence.
o Exhibits an intrinsic ability to grow and learn and take on new responsibilities, as a designated successor to the President of Matrix.
An industry-competitive annual base salary, annual performance bonus opportunity based upon successful results and a comprehensive benefits package.
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