At TruStage, we’re on a mission to make a brighter financial future accessible to everyone. We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance and financial services solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.
Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition
Job Purpose:
This position, under the general direction of the Customer Operations Leadership Team, provides direct and indirect support and leadership for their respective Customer Operations Teams, working to ensure the timely and effective application of TruStage processes and policies. The Sr. Manager II, Operations is indirectly responsible for ensuring quality customer sales and/or service that meets or exceeds TruStage clients' and members' expectations as measured by increasing revenue, decreasing expenses and/or retention of existing business. This role will have leadership responsibility for performance metrics and process improvement for a business segment, including new business, contact center and service processing. In addition, the Sr. Manager II, Operations has the authority to hire, recommend termination, coach, develop and evaluate direct reports.
Job Responsibilities:
Leadership/Coaching
Provides overall leadership to teams and day-to-leadership to team leaders
Coach team to be able to identify inquiries that are beyond the scope of authority and take appropriate actions
Inspires team leaders to focus on adherence to TruStage policies and processes, as well as federal and state laws and regulations
Fosters a positive work environment
Develops and maintains productive working relationship with team leaders, setting a positive example for their working relationships with their teams
Career Development/Performance & Dialogue
Set goals and standards of performance for team leaders and team members which are linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for successful completion of assignments or tasks
Provide ongoing dialogue to team leaders about their performance
Coaches and helps establish individual development and career plans
Coordinates with Learning Consultant on career development opportunities
Strategic Management
Develops and executes operational strategies that support organizational goals and optimize service delivery
Oversees budget planning and management to ensure resources are aligned with strategic priorities and operational needs
Evaluates performance data to inform long-term planning and operational improvements
Performance Management
Drives operational performance to achieve or exceed established SLAs and turnaround time goals across work queues
Ensures Quality Assurance reviews are completed for team members and reviews results to ensure achievement of appropriate progress
Ensures team compliance with company processes, federal and/or state regulations as required
Monitors and evaluates Quality Assurance and metrics reports for each team and identifies trends and opportunities for improvement related to service levels and quality targets
Analyze periodic performance indicators and communicate regularly to team leaders
Prepares employee performance appraisals and merit pay recommendations
Issue Resolution
Investigates and resolves issues as required - whether customer issues, team issues or departmental issues
Operations Management/Continuous Improvement
Identifies and approves process changes to improve customer experience
Maintains in-depth knowledge of TruStage and Preplanning operations
Promotes and maintains a positive, professional image of TruStage
Participates in special projects as directed by Customer Operations leadership
Communication
Informs team leaders and members of changes, potential changes and other pertinent information affecting the departmental areas
Plans, coordinates and conducts meetings to discuss operational procedures
Supports the dissemination of TruStage corporate-wide and Center-specific communications on-site
Interdepartmental Collaboration & Stakeholder Management
Builds and maintains strong partnerships with key stakeholders across Claims, Product Administration, Product, and Sales to ensure operational alignment and shared performance outcomes
Communicates proactively with internal stakeholders to provide updates on operational priorities, performance trends, and emerging risks
Collaborates cross-functionally to resolve issues, support business initiatives, and ensure seamless operational execution
Business Continuous Improvements
Identifies and approves recommendations for process changes to improve customer experience
Provides guidance and direction regarding issues that require exceptions to the normal process procedures
Provides assistance to other departments (Claims, Product Administration, Product, and Sales) as needed
Coordinates with other departments (Claims, Product Administration, Product, and Sales) to ensure that performance targets are met
Promotes and maintains a positive, professional image of TruStage
The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.
Job Requirements:
Bachelor's degree in Business or equivalent work experience
8+ years of experience in customer service, administration or operations, preferably in the financial services and/or insurance industry.
4-6 years prior experience, directly and indirectly, leading medium-sized teams
Proven ability to lead operations with a strategic mindset, aligning processes, capabilities, and resources to organizational goals.
Demonstrated leadership experience in contact center operations, with a strong understanding of customer service processes, queue management, and service level optimization to consistently deliver high-quality customer experiences.
Demonstrated leadership experience in back-office operational efficiency initiatives, including workflow redesign, automation opportunities, and integration of new capabilities across teams.
Strong interpersonal and demonstrated team-building and coaching skills, proven teamwork and collaboration
Demonstrated analytical and problem-solving skills; ability to apply sound judgment and make effective decisions
Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities
Prior experience with project management methodology is strongly preferred
Strong ability to communicate at all levels with clarity and precision, both written and verbal
Ability to adapt in a changing work environment
Advanced technical/computer skills, including MS Word, Excel, PowerPoint, SharePoint, etc.
If you’re ready to help make a difference, apply today. A resume is required to apply. TruStage may process applicant information using an Artificial Intelligence (AI) tool. This tool automatically generates a screening score based on how well applicant information matches the requirements and qualifications for the position. TruStage recruiters use the screening score as a guide to further evaluate candidates; the score is one component of an application review and does not automatically determine whether a candidate moves forward. Candidates may choose to opt out of this process.
Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.
Base Salary Range:
$119,100.00 - $178,700.00
At TruStage, we believe a sound, inclusive benefits program is of vital importance, along with a flexible workplace that allows for work-life balance, career growth and retirement assistance. In addition to your base pay, your position may be eligible for an annual incentive (bonus) plan. Additional benefits available to eligible employees include medical, dental, vision, employee assistance program, life insurance, disability plans, parental leave, paid time off, 401k, and tuition reimbursement, just to name a few. Beyond pay and benefits, we also recognize that flexibility, including working in a place you prefer, is essential to caring for our employees. We will continue to strive to offer flexibility and invest in technology and other tools that will make hybrid working normal rather than an exception, so that when “life happens,” you can focus on what’s most important.
Accommodation request
TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please contact the accessibility department.