Senior Manager, Operations - Insurance Advisory Solutions

As a Sr Manager, Operations they plans and implements client center strategies and operations, enhances systems and processes, and manages a staff of Supervisors, Payment & Operations Specialists, and Operations & Agency Support Representatives, making the most effective and efficient use of staff and technology resources. In this role, they determines the mail, payment, and agency support operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses as well as establishing client service standards.

PRIMARY RESPONSIBILITIES:
• Ensures the Payment & Operations Specialists and Leadership have the knowledge and skills to process payments, mail, and print requests efficiently, as well as make any requests for support, or problems quickly and effectively
• Ensures the Agency Support Representatives and Leadership have the knowledge and skills to assist in agency setup and support, as well as make any requests for support, or problems quickly and effectively
• Works with product leadership across the organization to ensure new products and services are set up effectively, and communicates all new setups and changes to the Operations and Call Center Leadership
• Works with Account Management and product leaders to implement new clients, ensuring effects for the Operations and Call Center teams are taken into consideration throughout the implementation and onboarding processes
• Works closely with the Call Center Manager to communicate and implement any new products and clients and ensures continued communication for any changes that affect the Operations and Call Center teams
• Promotes positive motivation for colleagues to achieve goals and the company vision
• Conducts monthly one-on-one meetings with direct colleagues
• Makes recommendations to improve methods and suggests changes in working conditions to increase efficiency
• Conducts audits and investigations within the payments and operations department
• Participates in projects as required by leadership
• Recruits, hires and trains staff; assigns tasks, and coaches and counsels’ colleagues; plans, monitors, appraises and reviews job contributions as well as communicates job expectations; evaluates colleague performance and recommends promotions, transfers and disciplinary action; and enforces policies and procedures.
KNOWLEDGE, SKILLS & ABILITIES:
• Ability to handle all levels of complaints and questions and be professional under pressure, displaying a high level of patience
• Proficiency in MS Office Suite, with a focus on Outlook, Excel, and Word
• Effective written and verbal communication skills
• Excellent organizational skills
EDUCATION & EXPERIENCE:
• A current TX Property & Casualty license (or equivalent state insurance license) or be willing and able to obtain required license within the first three (3) months of employment
• Internal candidates: At least 3 years as an MSI/BRP Leader and an additional 2 years of research and/or payment application and/or agency/customer service experience
• External candidates: At least 5 years of management experience, preferably in research and/or payment application and/or agency/customer service
• Proven ability to manage other leaders and a team of 10 or more colleagues
• Capable of exercising discretion and a high level of confidentiality
• Demonstrates the organization’s core values, exuding behavior that is aligned with the corporate culture

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