The Operations Manager will support the Auto & Home business by managing the strategy and operations of the Customer Service and Retention departments. This position has key responsibility for the customer experience and back-office processing as well as metrics for client and policy retention. The Operations Manager needs to be able to interact with people from other departments and communicate effectively with them regarding issues related to service, retention, and the team’s overall workflow. The position will work with the Customers Service Supervisor to assist service representatives, retention specialists, and agents to effectively communicate and resolve any issues that arise. Duties would include, but are not limited to, driving key performance indicators set forth, process management and finding operational efficiencies, managing, training, coaching, and development of the supervisor in order to ensure the team most effectively services our clients and maximizes the number of in-force policies. Finally, the manager will leverage many competencies such as: verbal communication, overcoming objections, attention to detail, and analytical skills to be successful.

Essential Functions:

  • Develop constructive operational metrics that drive performance for the Service and Retention departments
  • Ensure effective department productivity and communication
  • Proactively improve existing process management
  • Oversee Service efforts for all products related to customer onboarding
  • Inform and make recommendations to senior management
  • Maintain effective relationships with customer service team and appropriate internal departments
  • Engage senior management with budgeting and head count planning

Additional Responsibilities:

  • Develop effective compensation, incentives, morale and employee engagement tactics
  • Internal cross-sell / up-sell program continuation and development for increased product share of wallet

Knowledge & Skills:

  • Strong analytical skills
  • Excellent troubleshooting and case investigation skills
  • Excellent oral and written communication skills
  • Strong organizational and time management skills
  • Ability to multi-task
  • Detail oriented
  • Strong interpersonal skills
  • Team player
  • Works well under pressure
  • Results driven
  • Strong computer skills

Training & Experience:

  • Bachelor’s degree is preferred
  • At least 3 years of management/supervisor experience preferred
  • 2-3 years of experience in a production environment