Manager, Service Center

Competitive Compensation and Benefits Package

• 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 the departmental budget.
• Serves as primary project team member for the Service Center on enterprise projects; key role in development of business requirements, testing and implementation.
• Works with brand leadership 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 into strategic issues and initiatives for the company and supports implementation efforts.
• Participates on key committees or work groups as requested.
• Develops and maintains strong working relationships and excellent verbal and written communications with internal 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 monitors 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. Ensures 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; makes updates to affected workflows and procedures as necessary.
• Effectively educates the team on an ongoing basis relative to day‑to‑day changes, company initiatives and communications 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.

• Bachelor’s degree in insurance, business or a 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 progressive responsibility in a service center support environment with demonstrated technical knowledge and relevant skills, knowledge and abilities.
• Three (3) years of demonstrated leadership in a service center.
• Workers’ compensation insurance experience preferred.

• Demonstrated leadership ability and team building skills to effectively supervise staff and interact with all levels of management.
• Abili…