Manager, Life Insurance Operations

Position

Manager, Life Insurance Operations; TPA Delivery Organization

Location

US

Responsibilities

Build and lead a strong motivated team by providing guidance, feedback and day to day direction for associates:

• Lead a fast paced environment where senior operations processors are handling escalations and complaint responses.
• Manage up to four exempt Assistant Managers and/or Lead Assistant Managers depending upon size of teams
• Monitor daily/hourly service levels, inventory and capacity levels
• Create a customer centric culture
• Ensure team meets or exceeds service levels and customer expectations
• Resolve difficult/complex customer issues/ concerns
• Increase associate productivity and create efficiencies to regularly improve/maintain client program margins
• Institutionalize values into organization
• Partner with associates to guide them in their development
• Work closely with policyholders/producers to ensure customer satisfaction
• Handle and resolve any escalated customer service issues
• Emphasize and promote a culture of continuous improvement within Team

Basic Qualifications:

• Previous Life insurance and/or financial services operations or call center experience
• Previous experience in leading an escalations department
• Previous experience in DOI complaint handling
• Excellent verbal and written communication skills
• Bachelors degree or higher or equivalent experience
• A minimum of 3 – 5 years previous supervisory experience
• Capable of ensuring that all service levels are met
• Ability to develop exempt staff toward their career goals and to ensure appropriate bench strength
• Capability to energize and coach others with constructive feedback
• Proven ability to set and meet aggressive goals
• Change agent-perceives change as an opportunity; eliminates barriers
• Advanced problem solving skills, analytical thinker
• Knowledge of Term, Whole Life, and Variable Life Insurance products
• Ability to build and present executive presentations to internal leadership and to clients
• Demonstrated ability to understand and integrate new technologies or vendor services and learn and adapt to new software and vendor partners quickly
• Ability to act independently to resolve issues quickly and accurately and to escalate where appropriate.

Preferred Qualifications:

• Demonstrated ability to influence, negotiate and communicate at all levels of the organization
• Project management skills
• Advanced skills in MS Office Suite
• -Lean Six Sigma experience
  -Call center technology experience