Manager, Service Center

Job Description

SUMMARY


Provides leadership and direction to the Service Center Team to ensure that the goals and standards of the department and Accident Fund are being met. Facilitates the development of cross-functional work teams within the Service Center. Participates in ongoing development of new products and technologies. Ensures productivity meets or exceeds service and quality standards. Develops departmental budget and controls costs.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Plans, directs, manages and evaluates the day-to-day operations and workflow of a multi-functional and multi-state team of representatives that handle underwriting, billing and policy inquiries.
• Approves/Declines underwriting, audit and billing referrals.
• Has overall accountability for the accuracy and timeliness of premium billings agent commissions and collections.
• Provides analysis and recommendations as requested by leadership regarding a variety of issues or problems.
• Creates and supports an environment where quality approaches are constantly being developed and evaluated within the team.
• Ensures overall effectiveness in reaching goals for improving customer experience.
• Serves as a coach, facilitator and motivator to the team removing barriers that result in the team not achieving the objectives.
• Participates in development of annual departmental profit planning and business goals. Exercises fiscal responsibility in managing departmental budget.
• Serves as primary project team members for the Service Center on enterprise projects; key role in development of business requirements, testing and implementation.
• Works with brand leadership team to execute strategic planning activities for the operating unit and align requirements of the Company.
• Monitors and oversees the implementation of strategic/business plans and the attainment of desired objectives and outcomes related to the Service Center.
• Builds and fosters collaborative relationships with other departments within the enterprise to stay informed and abreast of new initiatives and services of the enterprise.
• Provides insight to strategic issues and initiatives for the Company and supports implementation efforts.
• Participates on key committees or workgroups as requested.
• Develops and maintains strong working relationships and excellent verbal and written communications with internal (other units within enterprise) and external customers (agents, insured policyholders, government and regulatory agencies).
• Develops and implements procedures and measurements to ensure customer service levels are met.
• Directly supervises subordinate staff, conducts performance evaluations, administers discipline and provides coaching.
• Prioritizes activities and workflow in the service center; routinely monitor reports to ensure tasks are completed in a timely and accurate manner.
• Responsible for balancing workload to optimize the effectiveness of the department.
• Participates in ongoing development of new products and technologies. Ensure that operations can service new and existing products effectively and efficiently.
• Identifies training requirements for individual team members and overall training needs for the entire team to further develop the performance of the team within the Service Center and maintain an engaged workforce. Identifies potential key changes in underwriting exposures.
• Keeps abreast of state bureau rules and regulations; impacts; and make updates to affected workflows and procedures as necessary.
• Effectively educates team on an ongoing basis relative to day-to-day changes, company initiatives and communications (internal and external) that may directly affect their interpretations.
• Oversees handling of incoming calls for over 15 ACD queues, responsibilities include: forecasting, staffing and monitoring of real-time/historical reporting to adjust as needed.
• Monitors compliance to phone usage standards for ACD users.
• May function as department head in their absence.

EDUCATION AND EXPERIENCE

Relevant combination of education and experience may be considered in lieu of degree

• Bachelor's degree in insurance, business or related field.
• Continuous learning, as defined by the Company's learning philosophy, is required. Certification or progress toward certification is highly preferred and encouraged.
• Seven (7) years of experience of progressive responsibility in a service center support environment with demonstrated technical knowledge and relevant skills, knowledge and abilities required.
• Three (3) years of demonstrated leadership in a service center required.
• Workers' compensation insurance experience preferred.
• Bilingual skills preferred.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

OTHER SKILLS AND ABILITIES:

• Demonstrated leadership ability and team building skills to effectively supervise staff and interact with all levels of management.
• Ability to work with and empower others on a collaborative basis to ensure success of team.
• Ability to establish workflows, manage multiple projects, and meet necessary deadlines.
• Knowledge of other functional areas and understands impacts on Service Center functions.
• Knowledge of team building and employee motivation theories with the ability to work with and empower others on a collaborative basis to ensure success of team.
• Demonstrated conflict mediation and resolution ensuring fairness and impartiality.
• Ability to develop performance measures and assess employee performance to ensure department and enterprise goals are met while maximizing customer service.
• Familiar with laws, regulations, and compliance requirements related to workers compensation.
• Ability and proficiency in the use of computers and company standard software specific to position.
• Demonstrated technical knowledge of insurance administration, claims management, underwriting and/or relevant insurance expertise.
• Ability to optimize loyalty, customer satisfaction and retention by maximizing the value of every customer touch point.
• Ability to comprehend the consequences of various problem situations and address them or refer to appropriate party if necessary.
• Ability to interact with others to build consensus and get decisions implemented.
• Ability to incorporate new ideas and concepts into the daily operations and lead teams to embrace organizational and business change.
• Understand the value of a diverse workforce and the contribution various perspectives offer to the organization.
• Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions and employing active listening techniques.
• Ability to effectively present budgetary and/or cost information and respond to questions as appropriate.
• Ability to establish workflows, manage multiple projects and meet necessary deadlines.
• Ability to maintain confidentiality.
• Ability to perform other assignments at locations outside the office.

SUPERVISORY RESPONSIBILITIES

Directly supervises a varied number of employees in the designated department(s). Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

ADDITIONAL INFORMATION

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. This job description does not constitute a contract for employment.

About the Team

Accident Fund Insurance Company of America