We’re looking for a leader who can to contribute to the overall success of Arbella’s vision in being the best property and casualty company in the Northeast region. An Arbella Claim Service Center Manager is enthusiastic and passionate about delivering outstanding customer service to our customers, our agents and key stakeholders that supports the Arbella brand and accomplishes this through the development and coaching of our most valuable asset, our people.
The Claim Service Center Manager is responsible for leading Arbella’s claim contact center, delivering exceptional service to our customers and agents. The successful candidate will have a proven and consistent track record of success in planning and implementation of processes, programs and initiatives that support the growth and sustainment of profitable results.
Critical competencies include the ability to continuously drive performance results through effective internal and external relations, the cultivation of a service-oriented, and collaborative team environment, and the execution of daily management principles and practices that serve Arbella’s customers, and achieve our business objectives.
The successful Claim Service Center Manager assumes responsibility for successfully accomplishing work objectives and delivering business results; setting high standards of performance for self and others. The Claim Service Center Manager builds a diverse, high-performance team work environment and strives for continuous improvement through keen focus on growth, effectiveness and a high level of accomplishment.
Responsibilities:
- Improve Operation’s results by evaluating and redesigning processes which impact operational key performance indicators including quality, timeliness of delivery, productivity and other service metrics.
- Identify and analyze relevant business and customer service trends and work through the Operations leadership team to problem-solve, action plan, and to determine system, process and procedural improvements.
- Achieve operational objectives by conducting needs assessments, performance reviews, workforce planning, and cost/benefit analyses.
- Recruiting, selecting, orienting, training, coaching, and developing employees to create talented teams to support sufficient staffing of highly engaged employees.
- Effectively motivate team participation in achieving goals, developing and utilizing measures to assess goal attainment and outcome achievement.
- Effectively collaborate and partner with Arbella’s Business Leaders in the development and execution of strategic plans; maintain and strive to achieve Operational best practices including Operational process design, development and implementation.
- Partner with Corporate Communications, Underwriting, Product and other market partners to reach shared business objectives.
- Lead Team Managers in the implementation of best practices that consistently achieve time service, quality, productivity and customer satisfaction targets.
- Meet financial objectives by estimating Operation’s resource requirements; prepare and reforecast annual budget and analyze budget variances.
- Prepare Operational performance reports by collecting, analyzing, and summarizing data and trends, and communicating results to all internal and external stakeholder groups; identify opportunities to refine existing work processes and procedures to drive efficiency while maintaining key performance measures.
- Work with WFA to understand staffing needs and impact of business process changes and additional service offerings for all contact centers.
- Utilizes data received through all voice of the customer and voice of the employee efforts and creates an actionable plan to deliver additional service offerings.
- Partner with IT and all other stakeholders to provide business recommendations around business process to improve the overall customer experience.
Requirements:
- Influence and motivates others to translate the vision into action.
- Foster cooperation, collaboration, and communication within their teams and across the organization to accomplish goals.
- Understands the needs of all the business areas the contact center supports and proactively takes measures to implement appropriate changes and training as a means to enhance the customer experience
- Maintain and develops relationships with employees on their team, key stakeholders across the organization and our independent agents.
- Explore opportunities to add value beyond immediate areas of responsibility.
- Commit to personal development and growth utilizing emerging trends in the insurance industry, education workshops, personal networks and professional societies.
- Employ and encourage a feedback process that effectively impacts employee behavior, competency and development.
- Delegate responsibility and authority to others based on their ability and potential.
- Is able to identify individual strengths and drivers to effectively motivate and coach employees to fulfill their potential and achieve professional success.
- Collaborate across call centers to develop consistency and leverage best practices.
- Bachelors degree and comprehensive leadership experience in a related environment.
- Excellent communication, customer service and leadership skills
Our current reasonable and good faith estimate of the annual salary or hourly wage range for this position is approximately $85,000 - $100,000 based on a variety of factors including, but not limited to, relevant skills and experience, educational background and certifications, performance and qualifications, market demand for the role and other organizational needs.
Please note: The advertised pay range is not a guarantee or promise of a specific wage.