Operations Support Team Lead

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Job Title

Operations Support Team Lead

Requisition Number

R6766 Operations Support Team Lead (Open)

Location

Arizona - Home Teleworkers

Additional Locations

Alabama - Home Teleworkers, Alabama - Home Teleworkers, Arkansas - Home Teleworkers, California - Home Teleworkers, Colorado - Home Teleworkers, Connecticut - Home Teleworkers, Delaware - Home Teleworker, District of Columbia - Home Teleworkers, Florida - Home Teleworkers, Georgia - Home Teleworkers, Idaho - Home Teleworkers, Illinois - Home Teleworkers, Indiana - Home Teleworkers, Iowa - Home Teleworkers, Kansas - Home Teleworker, Kentucky - Home Teleworkers, Louisiana - Home Teleworkers, Maine Home Teleworkers, Maryland - Home Teleworkers, Massachusetts - Home Teleworkers, Michigan - Home Teleworkers, Minnesota - Home Teleworkers, Mississippi - Home Teleworker, Missouri - Home Teleworker, Montana - Home Teleworkers {+ 20 more}

Job Information

We're Mobilitas, a commercial insurance company created by CSAA Insurance Group. Our mission is to reinvent commercial insurance in the mobility space by providing technologically advanced solutions for today's way of doing business. At Mobilitas, we believe in what's possible and we use our inventive skills to meet the demands of modern mobility with tailored solutions. We're looking for motivated, innovative individuals who think big, move fast and are dedicated to creating a company from the ground up, without the constraints of a traditional insurance company. We're excited to push the boundaries of commercial insurance and are looking for enthusiastic team members to help us reimagine insurance. We are actively hiring for an Operations Support Team Lead.

Your Role: As the Operations Support Team Lead, you will be responsible for leading and managing a team that provides operational, technical, and administrative support and training for our Operations, Billing, Underwriting, Product, State Management and Business Development teams. The work of the Operations Support team includes servicing client accounts, facilitating new and renewal business, entering and managing data/information, undertaking general office administrative support, and conducting audits, among other items, as needed.

Your work:

• Collaborate closely with the Senior Director of Commercial Operations and other leaders/peers across the organization to define capabilities and activities to bring into the Operations Support team;
• Document, standardize, and refine internal team processes, frameworks, tools, and SLAs;
• Define operational KPIs, ensure that Operations Support team members are meeting defined performance targets and SLAs, and regularly monitor and report out on individual and team performance;
• Manage and assign the team schedule, productivity, and distribution of work tasks and activities across resources in the team (activities include a variety of customer and broker service tasks, including but not limited to policy administration, account activity, billing activity, review audits, certificates of insurance, cancellations/reinstatements, preparing broker onboarding documents, etc.);
• Where needed, step in to support the team with day-to-day workload;
• Act as a subject matter expert to resolve client requests and concerns efficiently and effectively, using individual discretion where necessary, to ensure a superior client outcome in line with our customer experience goals;
• Act as the first point of escalation for internal and external customer concerns or inquiries, and further escalate to the appropriate level, when necessary;
• Share knowledge, mentor direct reports, and facilitate training for all new hires and other teammates, ensuring that all team members are set up for success;
• Maintain a high degree of technical competence and industry/market expertise;
• Maintain appropriate tracking of documents, data, and operating procedures;
• Ensure overall team service excellence.

Required Experience, Education and Skills

• Bachelor's degree in a related area or an equivalent combination of education and experience
• 4 + years industry experience, ideally in sales, service, or relationship management experience
• Demonstrated leadership experience through direct supervisory, mentoring or team lead experience
• Proven experience in diagnosing and managing customer issues and providing effective solutions
• Strong analytical, problem solving, and decision-making skills
• Excellent organization, prioritization, and delegation skills
• Exceptional customer service skills
• Excellent verbal and written communication skills; ability to convey information clearly and professionally
• Ability to work in a fast-paced environment and inspire teams to perform large work volumes while meeting established service standards and deadlines
• Ability to lead teams to provide a strong attention to detail and accuracy in handling client and broker transactions and documentation
• Good technical PC skills; thorough knowledge of all applicable office machinery, basic knowledge of MS Office products

What would make us excited about you?

• Soft skills
• Creates a collaborative, inclusive and psychologically safe environment, demonstrating authenticity and fostering trust to inspire and empower team members and colleagues
• Actively shapes our company culture through words and actions (e.g., supporting employee resource groups, mentoring employees, volunteering, joining cross-functional projects, encouraging team member involvement in these activities)
• Champions our cultural norms (e.g., willing to have cameras when it matters: interviewing candidates, building relationships with team members, etc.)

• Translates our enterprise strategy and priorities for their team members to connect to the bigger picture
• Demonstrates a company ownership mindset, thinking beyond boundaries of their own area
• Travels as needed for role, including enterprise meetings, divisional / team meetings, and other in-person meetings
• Fulfills business needs, which may include investing extra time, helping other teams, etc

Mobilitas Careers

At Mobilitas, we're proudly devoted to protecting our customers, our employees, our communities, and the world at large. We are on a climate journey to continue to do better for our people, our business, and our planet. Taking bold action and leading by example. We are citizens for a changing world, and we continually change to meet it.

Join us if you

• BELIEVE in a mission focused on building a community of service, rooted in inclusion and belonging.
• COMMIT to being there for our customers and employees.
• CREATE a sense of purpose that serves the greater good through innovation.

Recognition: We offer a total compensation package, performance bonus, 401(k) with a company match, and so much more! Read more about what we offer and what it is like to be a part of our dynamic team at careers.mobilitasinsurance.com

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join us: remote, hybrid, or in-person. Submit your application to be considered. We communicate via email, so check your inbox and/or your spam folder to ensure you don't miss important updates from us.

If a reasonable accommodation is needed to participate in the job application or interview process, please contact [email protected]

As part of our values, we are committed to supporting inclusion and diversity. We actively celebrate colleagues' different abilities, sexual orientation, ethnicity, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.

We are always recruiting, retaining, and promoting a diverse mix of colleagues who are representative of the U.S. workforce. The diversity of our team fosters a broad range of ideas and enables us to design and deliver a wide array of products to meet customers' evolving needs.

Mobilitas is an equal opportunity employer.

The national average salary range for this position is $80,000 - $89,000. However, we have a location-based compensation structure. Our salary ranges vary and are calculated based on county of residence. The full salary range for this position across all the states we hire in is $72,000 - $107,000. This role also includes an opportunity for a company-wide annual discretionary bonus, through our Annual Incentive Plan (AIP), of up to 10% of eligible pay.

If you apply and are selected to continue in the recruiting process, we will schedule a preliminary call with you to discuss the role and will disclose during that call the available salary/hourly rate range based on your location. Factors used to determine the actual salary offered may include location, experience, or education.

Must have authorization to work indefinitely in the US

Please note we are hiring for this role remote anywhere in the United States with the following exceptions: Hawaii and Alaska.

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