Senior Operations Manager
3 weeks ago
Job Responsibilities
Key Responsibilities
• Leverage empathetic and responsive customer service to deliver fast, fair, and easy service experiences for all claims business stakeholders
• Identify and resolve complex customer communications, concerns, conflicts, or issues through research, analysis, and recommendation
• Develop and implement personalized and business unit action plans to drive customer satisfaction and improve operational performance
• Conduct employee training and development to enhance knowledge and skills, and create a positive work environment that fosters growth and recognition
• Manage and improve business processes to ensure efficient and effective delivery of claims services, including operational performance and effectiveness initiatives
• Collaborate with leadership to develop strategies for operational improvement, and assist with establishing unit goals and objectives
• Participate in implementation of process improvement, operational performance, and effectiveness programs and changes
• Develop and manage processes to deliver compassionate service that is fast, fair, and easy
• Ensure adherence to customer service standards in all transactions and interactions
Administration and Operational Management
• Identify and analyze issues and potential solutions on all aspects of the claims business
• Gather, analyze, and evaluate complex and occasionally highly complex claim processes or procedures, and provide expert explanations
• Assist leadership in developing operational improvement strategies, and participate in implementation of process improvement initiatives
• Assist with establishing unit goals and objectives, and support implementation of operational performance and effectiveness programs and changes
• Develop and manage processes to ensure efficient delivery of claims services, and maintain high standards for operational performance and effectiveness
• Ensure adherence to operational standards and procedures in all transactions and interactions
Training and Development
• Participate in assessing unit needs for training and development, and provide input from experienced Team Leads and FLB
• Provide coaching, mentoring, and feedback to employees, and may lead training and development initiatives
• Develop and deliver training programs to enhance employee knowledge and skills, and support employee growth and recognition
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