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.
Knowledge & Skills:
Training & Experience: