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Manager
Assurant
Rapid City, SD, United States
Job Details - this job has expired, please see similar jobs below
Description
The Manager, Global Preneed Customer Operations manages and oversees administration of the preneed and final need product lines, achieves departmental goals and objectives and provides oversight for their assigned functional areas. The specific focus for this manager role will include oversight of the Assurant Care teams, which primarily handle incoming calls, switchboard activities and workforce management.
The manager is expected to:
• Organize, lead, control, and coordinate the customer operations activities as they pertain to our clients, business partners, agents, operations and company strategic goals including state compliance and administration of applicable activity.
• Develop and maintain efficient work flow patterns, effectively outlining duties, responsibilities, suitable staffing levels, and systems to attain acceptable SLA levels.
• Respond to and resolve issues that escalate beyond the supervisor and/or team lead level in a timely and positive manner.
• Establish, maintain and analyze operational metrics to identify trends and opportunities for operational changes or improvements to exceed customer expectations and decrease expenses.
• Hire, develop, evaluate, and (when necessary) discipline and discharge subordinate’s personnel.
• Develop and manage budget requirements to ensure financial responsibility for the department.
• Support business initiatives through interaction with other business areas
Qualifications
Minimum Qualifications:
• Bachelor’s degree or equivalent experience.
• 3 years of experience in insurance or related business
• 5 years of progressively more complex management responsibilities
Other Requirements:
• Advanced knowledge of contact or service center management.
• Experience in expense management, process improvement, and project coordination.
• Excellent oral, written, and presentation skills to effectively communicate business and department strategy and corresponding operating procedures to all levels within the company.
• Strong leadership abilities to inspire and coach managers and employees to accomplish strategic goals and related tasks. This includes abilities that correspond to leadership, such as recruiting, selecting, training, motivating employees, and managing employee performance, developing and executing strategic business plans, and developing and administering operating budgets.
• The ability to process complex time sensitive data and information from multiple sources, to analyze and form decisions based on this data, and to effectively communicate the related required actions to a broad audience.
• The ability to present a professional image and to encourage subordinates to do the same.
• The ability to create and communicate contact center strategic direction consistent with risk management and process improvement.
• The ability to welcome change, manage change and help self and others adapt responsively to shifting business priorities.
• A strong commitment to customer service excellence.