Senior Operations Manager
22 hours ago
Job Summary
We are seeking a highly skilled Senior Operations Manager to join our team at Allstate Benefits. As a key member of our leadership team, you will be responsible for overseeing the day-to-day operations of our claims department.
Key Responsibilities
Develop and implement process improvements to increase efficiency and productivity
Manage and resolve complex customer communications, concerns, conflicts, or issues
Conduct interviews to identify trainable candidates
Responsible for achieving business goals by providing efficient, effective, and accurate service
Manage a team of 15-20 front-line employees by providing appropriate direction, coordinating unit activities, monitoring employee/unit performance, formulating, and implementing action plans, recommending work procedures, and directing workflow
Identifies process gaps, non-value-added activities and improves business outcomes by leading process improvement projects
Provides information to employees and management, participates in, and leads meetings/performance reviews
Creates complex reports, proposals, and business cases
Performs compliance or other quality spot-checks and recommends corrective and preventive actions
Creates a positive and satisfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others
Recommends training and education programs to enhance associate's knowledge and development
Administration and Operational Management
Identifies issues and potential solutions on all aspects of the claims business
Gathers, analyzes, and evaluates complex and occasionally highly complex claim processes or procedures; obtains facts and explains complex information
Assists leadership in developing strategies of operational improvement
Assists with establishing unit goals/objectives
Participates in the implementation of process improvement, operational performance and effectiveness programs and changes
Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy
Ensures adherence to empathetic and responsive customer service in all transactions
Training - Develop and Deliver
Participates in assessing unit needs for training and development
Win input from more experienced Team Leads/FLB, provides coaching/mentoring and feedback, and may lead training
Supervisory Responsibilities:
This job does have supervisory duties
Preferred Qualifications:
Education and Experience
7-13 years of related experience
Bachelor's degree or equivalent experience
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