Service Operations Manager

The Hartford - Scottsdale, AZ (30+ days ago)3.7

The Scottsdale, AZ Personal Lines Operations Team is seeking a qualified candidate for an exciting leadership opportunity. This position has responsibility for managing a team of front line Service Operations staff. Accountabilities include meeting/exceeding performance standards for service, quality, productivity, and customer expectations. The ideal candidate will be responsible for coaching, performance management, staff development, compensation administration, interviewing/hiring, communications, staff direction and team building. This position must work effectively with business partners and other leaders in achievement of performance goals and initiatives. A successful candidate will be accountable for supporting initiatives, driving consistency in processes and participating in projects. Additional responsibilities include:

Leading & managing a unit of Services Operations staff team in a dynamic, fast paced production environment.
Facilitate a high performance culture by aligning individual goals, differentiating performance through evaluation and recognition, and managing performance improvement issues swiftly and appropriately
Meeting and exceeding service measurements, quality standards and customer service expectations.
Effectively supporting and driving operational results and leading the team through changes and new initiatives through effective coaching and communication.
Inspire and motivate team members to achieve optimal performance and provide coaching skill development to meet required performance expectations for both phone and non-phone transactions.
Develop & employ strategies to address staff retention, turnover and engagement.
Align and manage resources to achieve excellent quality and metric results while maintaining financial discipline.
Work collaboratively with other departments to help the organization achieve and maintain superior performance and continuous process improvement.
Act as a Performance enabler by remaining positive, motivating and removing obstacles for staff.
Develop and implement improvements such as cross training efforts while managing change initiatives with Process Optimization projects and supporting the Future State model for Consumer Operations
Continuously look for efficiencies by streamlining processes and performing metric timings on paper transactions
Driving employee engagement throughout the team and organization

Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression

2+ years coaching, mentoring, supervisory or management experience
Insurance experience a plus
Bachelor's degree preferred or equivalent management experience.
Proven strong leadership, performance management and coaching skills to build a high performing team while defining clear accountabilities and expectations
Actively demonstrates the behaviors which underscore our organizational values and promotes engagement: integrity, teamwork, financial discipline, winning spirit, diversity, and inclusion, and customer focus; hold accountable for same
Good organizational, time management, delegation and decision making skills
Influencing and effective change management skills
Excellent Interpersonal, communications (written & verbal) and strong relationship building skills
Results-oriented, drives accountability to all levels of the organization
Strong planning and execution capabilities
Solid critical thinking and proven track record of delivering excellent results
Ability to manage diverse work teams through inclusive management and demonstrated behaviors for positive employee engagement
Hours : Candidates will be working Monday-Friday, 10:30-7:00pm with 1 night until 9pm. They will also work a rotational Saturday.

Job Function
: Serv Executive Management
Primary Location
: United States-Arizona-Scottsdale
: Full-time
Job Level
: Manager
Education Level
: Bachelor's Degree (±16 years)
Job Type
: Standard
: Day Job
Employee Status
: Regular
Overtime Status
: Exempt
: No
Job Posting
: Apr 30, 2018, 3:59:33 PM
Remote Worker Option : No