Director – Service Center

SUMMARY:   

Establish framework for departmental staff to provide excellent service to customers, focusing on continuous service improvement and continuous quality improvement specifically in areas of employer services. Responsible for managing customer relations, mentoring staff, strategizing on issues and business opportunities.   

RESPONSIBILITIES/TASKS:

• Work with VP of Service Center to develop and implement strategic plan, departmental goals and standards consistent with organization's mission and communicate to department.  Work with each manager to strategize and plan for achieving goals and objectives to improve service to customers and agents.
• Ability to handle large span of control with a minimum of 5 direct reports and a span of 50 to 100 indirect reports across functional areas and locations.
• Take a leadership role in achieving tactics established for department.
• Oversee and direct ongoing high-quality service (information sharing/problem resolution) to all customers.
• Oversee management of teams supporting all brands, multiple lines of business and multiple job functions. Establish performance goals and measures for department to achieve targeted corporate service objectives. 
• Measure and assess departmental service levels to ensure that service levels are met/exceeded for customers.
• Establish efficient workflows and individual performance metrics within these workflows.
• Report information regularly to VP of Service Center.
• Effectively coach staff. Develop action plans to improve service levels for customers on an ongoing basis. 
• Take a leading role in the development of problem resolution and process improvement in the areas pertaining to overall customer satisfaction and service. 
• Ability to establish, monitor and evaluate workflows and efficiencies; manage multiple projects and meet necessary deadlines.
• Provide vision, leadership, planning, project coordination and management for the development of a cost-effective department while concurrently facilitating efficient operations to meet current and future business needs within the organization.
• Represent company in community and industry programs and conferences.
• Upon request, function as the department head in the absence of the Vice President.
• Participate in the development of programs as a strategic partner that supports the company plan.
• Participate in development of annual departmental budget, monitor budget and identify budget discrepancies.  Research cause and make recommendations.
• Responsibility for balancing workload to optimize the effectiveness of the department.

DIRECTION EXERCISED: 

Directly supervises exempt and non-exempt staff in accordance with company policies and applicable Federal and State Laws.  Responsibilities include but are not limited to effectively interviewing, hiring, terminating, and training employees; planning, assigning and directing work; appraising performance; rewarding and counseling employees; addressing complaints and resolving problems; supporting and encouraging the engagement process. 

This position description identifies the responsibilities and tasks typically associated with the performance of the job.  Other relevant essential functions may be required.

EMPLOYMENT QUALIFICATIONS:

EDUCATION:

Bachelor’s degree in insurance, business or a related field required.  Continuous learning, as defined by the Company’s learning philosophy, is required. Certification or progress toward certification is highly preferred and encouraged.

EXPERIENCE:

Ten years of progressively more responsible experience in a service support environment with demonstrated technical experience that provides the necessary knowledge, skills and abilities.  Five years of leadership experience in management required. Bilingual skills preferred. Workers compensation experience preferred. Prior Management of staff under a collective bargaining agreement preferred.   

SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED: 

• Knowledge of team-building and employee motivation theories with the ability to effectively manage multi-functional employee teams.
• Knowledge of Workers’ Compensation statutes, rules, filing requirements
• Ability to effectively work with multiple disciplines across the enterprise and participate in cross-functional groups and teams.
• Excellent oral and written communication skills.
• Ability to maintain confidentiality.
• Ability and proficiency in the use of computers and company standard software specific to position.
• Ability to perform other assignments at locations outside the office.
• Must demonstrate leadership ability and team building skills to effectively supervise professional and non-professional staff and interact with all levels of management.
• Ability to work with and empower others on a collaborative basis to ensure success of unit team.
• Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions and employing active listening techniques.
• Ability to effectively present budgetary and/or cost information and respond to questions as appropriate.
• Ability to establish workflows, manages multiple projects, and meets necessary deadlines.

WORKING CONDITIONS:

Work is performed in an office setting with no unusual hazards.  Travel required. 

The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description. 

 PAY RANGE: 

“Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $123,300 and $206,600.”

We are an Equal Opportunity Employer. We will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis.  Nothing herein is intended to create a contract.

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