Job Description

This is a hybrid position, you must live in any of the following locations:

• Charlotte, NC - 3 days WFH
• Shelton, CT - 3 days WFH
• Hunt Valley, MD - 2 days WFH

This position is accountable for leading and developing a dedicated team of operations professionals that provides exemplary service to carriers, brokers, and enrolled employers and employees. This person is a key contact for the Director of Operations and collaborates extensively with all functional areas to deliver operational excellence, providing an outstanding customer experience that supports sales and drives results.

Responsibilities:

• Manages day to day business of various functions, including quoting and sales support, while balancing responsibilities which include resource management, team development, continuous improvement, and reporting
• Provides strategic direction to team and partners with internal business leaders as new processes, products, systems or platforms are developed and rolled out
• Develop standardized service level expectations, raises and tracks escalations and conflicts, removes barriers, resolves complex people and behavior issues, involving stakeholders and escalate to appropriate level when required.
• Works closely with leadership team to ensure all operational functions within the business are being properly executed with best practices, leading to exceptional service and compliance with business needs.
• Empowers team to share ideas and take responsibility for their work.
• Measures performance, provides coaching and mentor support to develop staff for career growth
• Embraces and leads change to improve workflow efficiencies, enhance sales, and reduce operating costs
• Lives and champions company core values, consciously creating a workplace culture that demonstrates the highest levels of personal character, integrity, and servant leadership.
• Supports firm-wide training programs, reinforcing tech and operations infrastructure between departments to ensure consistency and quality standards are met
• Maintains employee work schedules including assignments, job rotation, training, vacations and paid time off, remote work, coverage for absenteeism, and overtime scheduling
• Stays up to date on industry regulations, trends, and technology

Qualifications and Competencies:

• Proven work experience as Operations Manager or similar role within the insurance industry
• Possess and demonstrate a deep understanding of large group medical and ancillary products across regions
• Ability to lead and develop people, on premise and remotely
• Ability to work with complex data and willingness to track results and performance
• Excellent interpersonal communication and organization skills
• Strong collaboration skills; demonstrated ability to partner at all levels with cross-functional business areas on both strategic and tactical levels to achieve results
• Critical thinking skills; ability to proactively provide solutions to complex issues
• Ability to conduct research for escalations and employee issues, respond timely to inquiries, and present written documentation of findings and results
• Ability to work with details and time-sensitive issues
• Good decision-making skills and response to high-pressure situations
• Proficient in MS Office Software, especially MS Word, Advanced Excel Skills, and Outlook. Experience with Salesforce platform a plus.

Education and Experience:

• 2+ years of people management and development in a sales support environment
• 3+ years of experience in employee benefits & insurance
• 5+ years leadership experience in a related complex customer service environment required
• Strong knowledge of the insurance business, preferably in mid-market or large group

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