Manager Support Specialists

Company: Blue Cross Blue Shield of Michigan Industry: Health Insurance and Health Care Level: Mid-level Manager Compensation: Competitive Total Compensation Package About Us Blue Cross Blue Shield of Michigan is a health insurance company focused on affordable, quality care for all. Mission: We commit to being our members’ trusted partner by providing affordable, innovative products that improve their care and health. Overview Position Summary: Responsible for leading a team of Agent Support Specialists who are accountable for troubleshooting, triaging, and training on BCBSM’s Agent Self-Service tools. Departmental Summary Will leverage market feedback to serve as an internal subject matter expert for any projects and initiatives relating to agent self-service tools. Engage with agency partners to collect feedback and pain points regarding self-service tools. Assist with business readiness and support plans during self-service tool project and initiative implementations. Responsibilities Oversee team to develop a proactive consultative partnership role with agencies and our sales team regarding tool support. Serve as the internal subject matter expert representing the voice of the agent with regard to the self-service tools to key stakeholders within the organization. Participate in multidivisional workgroups to support new and existing initiatives, serving as the SME and voice of the agent regarding self-service tools. Develop and manage Standard Operating Procedures (SOPs) for self-service support processes, including roles and responsibilities across divisions. Provide developmental feedback and ensure completion of assigned goals. Requirements Education Bachelor's degree in Business Administration, Marketing, or related field. Experience Minimum of five (5) years of experience in customer relations, agent relations, account management, or similar fields. Minimum of three (3) years of management experience. Previous experience working in insurance industry, large corporation, or chamber/association preferred. Experience successfully applying and managing process improvement practices. Experience identifying and documenting standard operating procedures. Skills Excellent analytical, decision making, organizational, planning, creative problem solving, and verbal and written communication/presentation skills. Strong ability to build and maintain relationships with the agent/broker community as well as internal and external customers. Ability to effectively navigate difficult conversations with customers and arrive at acceptable outcomes, while maintaining positive relationships in the market. Knowledge Understanding of insurance dynamics. Familiarity with BCBSM's Self Service tools preferred (i.e.: EMVP, EMCS, BCOS, Callidus, Agent Portal). Ability to help shape a strategic plan and ensure execution of plan among team members. License Valid and unrestricted driver's license. Legal Disclaimer: EEO Statement: view full text All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability. view full text #J-18808-Ljbffr Blue Cross Blue Shield of Michigan