Founded in 1985, SelectQuote provides solutions that help consumers protect their most valuable assets: their families, health and property. The company pioneered the model of providing unbiased comparisons from multiple, highly rated insurance companies allowing consumers to choose the policy and terms that best meet their unique needs. Two foundational pillars underpin SelectQuote’s success: a strong force of highly trained and skilled agents, who provide consultative needs analysis for every consumer, and proprietary technology that sources and routes high-quality leads. The company has three core business lines: SelectQuote Senior, SelectQuote Life and SelectQuote Auto and Home. SelectQuote Senior, the largest and fastest-growing business, serves the needs of a demographic that sees 10,000 people turn 65 each day with a range of Medicare Advantage and Medicare Supplement plans.
Job Summary:
The Mgr, Operations will support the Auto & Home business by managing the strategy and operations within all divisional departments. This position has key responsibility for the customer experience and back-office processing as well as metrics for client and policy retention. The Mgr, Operations needs to be able to interact with people from other departments and communicate effectively with them regarding issues related to sales, service, retention, and the team’s overall workflow. The position will work with the managers within all Auto & Home departments to assist sales agents, service representatives, and retention specialists to effectively communicate and resolve any issues that arise. Duties would include, but are not limited to, productivity analysis, driving key performance indicators, process management, and finding operational efficiencies. Finally, the manager will leverage many competencies such as: data analysis, verbal communication, overcoming objections, attention to detail, and presentation skills to be successful.
Supervisory Responsibilities:
- This position has direct supervisory responsibilities.
Essential Duties and Responsibilities
- Create and establish continuous improvements in division operations, customer life cycle management, and agent sales experience that will result in higher close rates, premiums, and customer satisfaction
- Provide analysis of business KPIs with recommendations to solve obstacles identified and clearly establish direction to improve performance
- Develop SMART operational metrics that drive performance for the Sales & Service departments
- Ensure effective inter-department productivity and communication
- Proactively improve existing process management & documentation
- Oversee implementation efforts for all products related to customer onboarding and retention
- Responsible for establishing hiring and training guidelines for new Operations team members
- Inform and make recommendations of operational improvements to senior management
- Maintain effective relationships with the leader of each internal department
- Responsible for understanding all the applicable policies and procedures of the department necessary to perform essential job functions as well as the employee
- Engage senior management with budgeting and head count planning
- Develop effective compensation, incentives, morale and employee engagement tactics
- Internal cross-sell/up-sell program continuation and development for increased product share of wallet
Skills/Abilities:
- Sales orientated
- Demonstrated ability to effectively lead teams, directly & indirectly
- Refined project management skills including the ability to implement new programs and processes.
- Strong interpersonal skills including the ability to handle internal and external issues in a calm, positive, and professional manner.
- Ability to maintain a professional demeanor and confidentiality, outgoing and highly effective at relating to others
- Track and prioritize multiple job functions & projects
- Demonstrates appropriate written and oral communication skills
- Proficient in MS Office
- Proficient in SQL Database Management
Education and Experience:
- Bachelor’s degree in a related field required
- At least 3 years of management/supervisor experience required
- At least 5 years of operations/project management
- Experience in Property & Casualty Insurance sales is preferred
- The candidate should possess a keen understanding of sales generation, customer satisfaction & retention, and call delivery strategies in addition to overall business skills
Certificates/Licenses/Registration
- P&C license is helpful but not required
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
SelectQuote Core Values:
Service: We create positive customer experiences.
Entrepreneurship: We create, innovate, & take risks.
Leadership: We build & invest in high-performing teams.
Empowerment: We embrace a changing environment.
Courage: We challenge the status quo & drive continuous improvement.
Teamwork: We help, support, & celebrate each other.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.
Benefits:
It’s an exciting time to join SelectQuote. We became a publicly traded company in 2020 with the first 100% virtual IPO (non-biotech) in American history. We have also been recognized nationally on the 2021 Top Workplaces USA list and by the Kansas City Business Journal as a 2020 Best Places to Work honoree.
Full-time employees are eligible for medical, dental, vision, voluntary short-term disability, company-paid long term disability, company-paid life insurance and accidental death & dismemberment (AD&D), 401(k) + company match and 100% vesting after 4 years, discretionary profit sharing, employee stock purchase program (espp), paid time off, floating holidays, paid maternity leave, paid parental bonding leave, tuition reimbursement, jury duty pay, and other paid leaves vary based on work location.