Senior Manager, Operations Transaction Quality

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. 

We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.

• Make it about others. We do what's best for our customers and collaborate to drive progress. 

• Make it happen. We work with intention toward a common purpose and forge ways forward together. 

• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

POSITION TITLE

Senior Manager, Operations Transaction Quality
 

POSITION LOCATION

This position is available to Virginia residents as Richmond or Lynchburg, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

YOUR ROLE

As an Operations team member, you’ll play a crucial role in delivering world class customer service and capabilities to our policyholders—now and in the future. The Senior Manager of Operations Transaction Quality is responsible for coordination of key change and improvement initiatives to drive an improved quality culture, effectively influencing leaders all levels across multiple functional areas to drive process efficiencies and improve customer experience. As well as developing and leading teams for success while fostering a culture that focuses on doing the right thing for the company and the customer. This role also includes responsibility for several Key SOX Controls for Operations.

What you will be doing

• Partner with the Quality Director and Operations leadership teams to create and execute on a robust strategy that integrates quality into all aspects of the customer experience.

• Coach a team of quality managers to foster the skills, capabilities and passions necessary to successfully drive and sustain a quality focused culture.

• Drive transaction quality strategies and improvements that focus on processes that have a significant financial as well as customer impact.

• Lead and motivate the Transaction Quality Teams. Develop quality managers on both their technical capabilities as well as their business acumen.

• Partner with risk and controllership, validating that critical to quality controls meet the required risk mitigates necessary, including SOX and SOC1.

• Identify and communicate insights to leadership on areas of concern; Develop plans and goals to mitigate risks; Determine if training, SOP updates, additional controls, technology updates or other risk mitigates are needed to improve Quality performance.

• Drive consistency and accountability for error corrections across the Operations.

• Work with internal and external auditors to provide assurance of quality controls.

• Promote alignment across the broader operations organization, proactively searching for opportunities to leverage best practices across functional lines.

• Responsible for people management activities including salary planning, performance development reviews, distribution of work assignments and team issue resolutions.

• Translate applicable business strategy, needs/gaps, and metrics into actionable opportunities designed to improve customer experience or realize cost savings.

• Manage projects ensuring risks are minimized and time commitments are met.

What you bring

• Bachelor’s degree or equivalent experience in insurance or financial service industry

• 2+ years progressive leadership experience leading diverse teams, preferably in a contact center or claims servicing environment

• 5+ years of insurance experience

• Strong critical thinking and analytical skills with the ability to translate strategy into specific, actionable measurable goals for teams

• Demonstrated ability to energize and coach others with constructive feedback

• Demonstrated ability to influence, negotiate and communicate at all levels of organization

• You have experience interpreting data, analyzing trends, and developing action plans based on patterns and trends

• You are flexible, open to change, can quickly adapt and influence others when change is implemented

• Demonstrated ability to and thrive on developing people and building relationships; understanding that success is achieved not only through goals met but through developing strong, engaged employees

• Demonstrated project management and process/productivity improvement skills

• Change agent that perceives changes as an opportunity to eliminate barriers

• You have experience cultivating feedback and having crucial conversations

• You have experience participating and/or leading projects as well as excellent communication and presentation skills

Nice to have

• Operations quality or audit experience

• Strong planning skills, both short-term and longer-term (1-3 years)

• Experience with design and development of quality programs

Employee Benefits & Well-Being

Genworth employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives.

• Competitive Compensation & Total Rewards Incentives

• Comprehensive Healthcare Coverage

• Multiple 401(k) Savings Plan Options

• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)

• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave

• Disability, Life, and Long Term Care Insurance

• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support

• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)

• Caregiver and Mental Health Support Services

ADDITIONAL
The base salary pay range for this role starts at a minimum rate of $80,000 up to the maximum of $158,100. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 15% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.