Service Operations, Manager

  • Travelers
  • Alpharetta, GA, USA
Full Time Customer Service Insurance Management Operations

Job Description

Company Information

Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.

Job Summary

Ability to support a team of Inbound Representatives in addition to working directly to support the National Sales Center team to ensure strong sales performance.  The candidate should have the ability to multi-task between two areas and work with a variety of different leaders and employees with different performance goals.

Responsible for staff related decisions, managing a team in a call center environment. Coach, guide and direct staff to provide effective service to agents and customers with their product, procedure, billing and underwriting eligibility related questions. Support leadership team by handling day to day operations as well as the strategic management of the business team to ensure the achievement of the team's customer service and financial objectives.

Under general direction, the Business Center Team Manager provides guidance and direction in leading a business center team (center support, phones or account/policy processing) to ensure achievement of team goals and financial objectives. Leads assigned team to reach the overall organization objectives and operational excellence. [This job is a Manager: Responsible for setting work objectives and goals for employees and managing their performance. Typically involved in compensation decisions. Employees have a formal reporting relationship to this job. This job works under General Direction: Establishes procedures for attaining specific goals and objectives in a broad area of work. Generally final results are reviewed. (Typically applies to a manager or expert/top level professional.)

Primary Location: Alpharetta - Georgia - United States

Job Category: Customer Service

Position Type: Experienced/Professional

Target Openings: 1

Primary Job Duties & Responsibilities

Develops strong relationships with multiple business units and cross functional teams. Leads and/or participates in business strategy and to continually enhance operational effectiveness and achieve business objectives. Accountable for workload, workflow, and customer service to maximize efficiency. May be individually accountable for a line(s) of business, functions or multiple business units that span across a region. Accountable for attracting, retaining and developing talent and coordination of onboarding and training. Accountable for decisions related to hiring, termination and compensation. Drive and manage day-to-day activities to meet production goals, ensure compliance, audit, performance and quality standards are achieved and maintained at defined service level agreements utilizing all available resources in a cost effective manner. Coaches employees toward business performance standards, individual performance and development objectives. Works with the command center/workforce administration to meet service levels as applicable. Continually look for improvements in workflows, processes, and data. Drive results by implementing appropriate performance expectations / management through effective coaching and mentoring. Assists leadership team in managing team expenses. Supports and implements emerging business plans and strategies. Proactively builds favorable business relationships with internal and external customers. Leads and/or participates on special projects. Stays abreast of new product information and system changes. Leads the effective implementation of new technologies and the utilization of existing systems and provide management information reports as required. Monitors operations to ensure compliance with governmental requirements external environment and competitive landscape. Engages directly with BI Operations Sourcing Team and vendor partners. Perform other duties as assigned.

Minimum Qualifications

2 years experience in an insurance, operations or call center environment required.

Education, Work Experience & Knowledge

College degree preferred. 3 years experience in an insurance, operations, or call center environment preferred. 2 years of management experience preferred. Advanced knowledge of business products, processes and procedures. Advanced communication, negotiation leadership and people development skills. Advanced performance management and problem solving skills.

Job Specific & Technical Skills & Competencies

Strong knowledge of product and associated processes. Strong verbal and written communication skills Effectively communicate with business partners, peers and all leadership levels Demonstrates solid performance management skills. Strong keyboard and systems navigation skills Skillful with Word and Excel Knowledge of business center/insurance operations. Superior customer service and policy service skills. Solid interpersonal and negotiation skills. Strong Problem solving skills. Shares information and can maintain confidentiality Leadership; Change Leadership: Ability to effectively lead rapid change Teamwork: Collaboration across operations organization Models the way for employees Consistently sets clear direction by defining goals and priorities Can make quick informed decisions Develops a high degree of trust through demonstrated personal integrity, ethics and commitment to doing the right thing Motivates others to achieve the highest standards Customer Focus: Identifies customer needs and takes appropriate action to meet those needs. Acts with a sense of urgency. Demonstrates a commitment to superior service. Demonstrates a strong knowledge of the internal and external conditions that have the potential to affect customer service. Business Knowledge: Solid knowledge of Policy Services functions, procedures, policies, etc. Understanding of the Property Casualty insurance business: products, field operations and support systems and any related challenges. Resource Management: Utilizes available external and internal resources to meet needs and expectations while remaining within approved budget. Continually seeks ways to implement expense reduction initiatives and/or produce work more efficiently while ensuring that Operations objectives are met. Management: Hires competent people. Challenges employees to take responsibility for their performance and their development. Takes responsibility for decisions and actions. Manages own work and directs the work of others. Effectively coaches and mentors staff; delegates responsibility. Understands the business and responds to all related issues, concerns and proactively problems. Resource Management; Business Knowledge (accounting, underwriting, agency); Systems knowledge (policy issuance, billing, MI); Agency Management/Project Management; Demonstrated leadership and strong interpersonal skills. Ability to evaluate and determine planning and forecasting needs

Environmental/Work Schedules/Other

Weekend work hours - Occasionally Holiday work hours (Federal and religious) - Occasionally Travel - Occasionally

Physical Requirements

Operates standard office equipment - Continuously Sitting (Can stand at will) - Continuously Use of Keyboards, Sporadic 10-Key - Continuously

Equal Employment Opportunity Statement

Travelers is an equal opportunity employer.

Education Requirements

Bachelor's Degree