To perform the job successfully, an individual must be responsible for assisting quality and efficient customer service through daily monitoring of a team by providing guidance and technical support to Claims Adjudicators.
- Maintain constant communication with management, staff, and vendors to ensure proper operations.
- Providing leadership to a team of exempt and non-exempt associates with effective oversight to ensure service and processes are accurately and efficiently executed per policies, procedures, and company expectations within specified timeframes.
- Being a change leader and effectively managing change to ensure your team and others embrace change.
- Evaluating reports to assess associate productivity and effectiveness; partnering with various business areas to enhance operational effectiveness.Thinking globally about ways to grow and improve the business.
- Develop, implement, and maintain quality assurance protocols
- Hire the right people, accurately assessing, coaching, and developing the associates to meet their potential.
- Drive associate engagement through targeted activities and interactions.
- Actively pursue strategic and operational objectives
- Ensuring that company initiatives are championed and executed to standard.
- Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization's internal capacity
- Partner with internal stakeholders to proactively monitor and discuss trends and Operations metrics
Operations Manager Skills Required
- Strong leadership
- Decision-Making
- People Management
- Conflict Management
- Deadline-Oriented
- Results-Oriented
- Excellent Communication Skills
- Adaptability
- Critical Thinking and Problem-Solving Skills
- Teamwork
Job Responsibilities:
- Supervises a team of Claims Adjusters to ensure that claims are being administered properly within department and underwriter guidelines.
- Monitors call volume and productivity to ensure proper balance, consistency, and quality control within the department.
- Implements new procedures and amendments to existing procedures when necessary.
- Remains hands on and synchronized with claims processing and underwriting to keep current with targeted standards.
- Provides back up to adjusters at times of peak volume.
- Works directly with customers, dealers, and agents to help resolve complex claim issues.
- Offers internal support within the department and other areas of the company; including support to adjusters through continued training and guidance, as well as support to entire department when necessary
- Train VSC Adjusters to ensure claims are administered properly
- Monitor Call Metrics to ensure departmental metrics are achieved
The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.
Job Requirements:
- Bachelor's degree preferred. High School Diploma or equivalent required.
- 5+ years of experience in supervision, call center and office environment. Insurance and/or financial field preferred.
- 3-5 years of experience within Automotive Service Industry required
- Must have strong people, interpersonal skills, and presentation capabilities
- Must have superior verbal/written skills with the ability to communicate effectively to employees, clients, customers, team members, and all levels of management.
- Must have strong computer skills and the ability to understand and service policies.
- Must be proficient in Windows and Microsoft Office Products (Outlook, Excel, Word, PowerPoint, Teams)
- Must be innovative, analytical, and able to offer solutions to challenging situations. Exercises sound judgment when interacting with employees and customers.
- Excellent team leadership experience
- Exceptional negot ation and remediation skills, with the ability to teach and instill the same skills throughout the department.
- Outstanding time management and organizational skills
- Verifiable experience/success in high volume or processing environment
- Problem solving skills with a proactive attitude at all times
- Ability to manage staff, headcount, and budgets
- Program management experience leading large, complex projects or initiatives
- Must be authorized to work in the U.S
- Must be able to successfully pass a background check
Company Benefits:
- Medical, Dental, and Vision Insurance
- Flexible Spending Account
- Health Savings Account
- 401(k) Plan with Company Match
- Company-paid Short-Term and Long-Term Disability
- Company-paid Life Insurance
- Paid Holidays and Vacation
- Employee Referral Program
- Employee Assistance Program
- Wellness Programs
- Paid Community Service Opportunities
- Tuition Reimbursement
- Ongoing Training and Personal Development
- And More!
About Safe-Guard Products International:
Safe-Guard Products International is the leading provider of branded vehicle protection products in the finance and insurance space to the automotive, RV, marine and motorcycle/powersports industries. We are a proud partner to Original Equipment Manufacturers (OEMs), top retailers, and independent agents across the United States and Canada. In nearly thirty years, we have grown to power a client roster of over 50 leading protection brands and protect over 16 million consumers under Safe-Guard contracts. Our success is driven by over 700 employees, who serve over 12,000 dealers and support contract holders across the U.S. and Canada.
Safe-Guard continues to experience dynamic growth and has earned a stellar reputation from our clients, dealers, and peers by providing:1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.
Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.
