Operations Manager/Operations Supervisor - Farm & Flood in Greenwood Village, CO at National General Insurance

Date Posted: 10/28/2019

Job Snapshot

Job Description

*This position will be for either an Operations Supervisor or Operations Manager dependent upon current skillset.

 

 

Primary Purpose:

The Farm & Flood Operations Supervisor is responsible for daily supervision, managing employee satisfaction, and coaching and developing their team while maintaining and growing a relationship between National General Insurance Company policyholders and independent agents.  Must have prior Farm and/or Flood Insurance experience.

 
Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Interview and select personnel
  • Communicate to management regarding issues affecting the performance of the staff or customer satisfaction
  • Continuously consider process improvements and implement best practices
  • Ensure all critical operational metrics are achieved such as service levels, customer care, productivity standards, customer satisfaction scores
  • Hold frequent development discussions
  • Compile and conduct performance appraisals and checkpoint meetings
  • Identify training needs and evaluates current training methods to maximize individual performance and unit flexibility
  • Research and resolve escalated requests and or complaints from internal and external customers
  • Coach and provide leadership in team, daily support to team members with issues; motivates others to excel
  • Promote teamwork through consistency, reliability and group cohesiveness
  • Effectively communicate within Policy Operations with other business partners and third parties, demonstrates managerial courage when communicating with Senior Leadership
  • Review and report work volume and Operational results
  • Back up unit personnel as needed
  • Answer policy level requests such as policy and billing questions, cancellation requests, updating customer profiles, processing billing adjustments/drafts and refunds
  • Handle situations independent of a Manager with ability to resolve conflicts and empathize with customers
  • Provide superior service by delivering a WOW experience for both independent agents and National General Insurance customers
  • Share feedback when training opportunities are identified
  • Effectively communicate through oral and written communication
  • Handle administrative work; time cards, reports, spreadsheets
  • Assist with budget variances as needed

 

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED) required
  • Demonstrate exceptional leadership, diplomacy,and coaching/mentoring skills
  • Must possess effective verbal and written communication skills
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook)
  • Ability to work independently as well as collaboratively in a team environment
  • Ability to successfully complete HIPPA certification annually (Health)
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns
  • Demonstrated integrity within a professional environment
  • Ability to adapt to new situations and learn quickly 
  • Ability to multi-task and manage several systems on a daily basis
  • Demonstrates excellent problem solving and decision making skills
  • High degree of dependability, motivation and flexibility
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines

 

Desired Skills:

  • Associates or Bachelor Degree, or equivalent leadership experience
  • Ability to type a minimum of 30 words per minute
  • Demonstrates in-depth knowledge of structure, functions, flow, and procedures of Policy Operations
  • Previous experience in Flood and/or Farm Insurance required 

 

 

Primary Purpose:

The Flood & Farm Operations Manager is responsible for the direct management of supervisors and senior supervisors of front line customer service units or workforce management staff and analyst. This includes tactical and strategic planning, service standards, expense management and development of direct reports, and may include work force management efforts for long-term forecasting and week to week forecasting.  Must have prior Farm and/or Flood Insurance Experience.
 

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
 

  • Responsible for administration of Operations teams which includes staffing, monitoring and controlling expenses, establishing team and individual objectives, and ensuring department objectives are met
  • Drive clarity of business strategies, creates alignment, and adeptly identifies and pursues new opportunities  
  • Develop and maintain effective business relationships with internal and external clients in order to attract develop/grow and retain profitable business
  • Interact with numerous departments to ensure that all in place processes and procedures are being executed properly and make recommendations on any gaps in order to improve the processes in place
  • Maintain compliance with all regulatory requirements as well as internal policies, procedures and processing standards
  • Provide overall direction and guidance to their direct reports
  • Maintain service standards, statutory compliance, and the efficient operation of the area
  • Direct resolution of problems, complaints and general public relation issues, which arise concerning service
  • Review and report work volume and operating results while providing regular communication to senior level management
  • Assist and/or direct special projects or requests
  • Analyze budget variances and assist Director with development of annual budget process/variances
  • Manage employee and customer satisfaction
  • Research and resolve escalated requests and or complaints from customers, etc
  • May provide the business with staffing models and planning tools that set accurate expectations for performance
  • May partner with other leaders within the business to understand customer needs and provides options that optimize call center performance
  • May evaluate workforce management processes, needs, schedule management and consistency of service
  • May collaborate with and provide appropriate direction for the workforce management team

 

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 

  • Bachelor Degree or in-lieu of degree equivalent education, training and work-related experience
  • Expert Knowledge of Flood and Farm Insurance
  • Demonstrated proficiencies in managing a department/ unit through consistent performance and results
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Demonstrate the ability to interpret research and opinions and apply accurately to establish action plans 
  • Demonstrate exceptional leadership and diplomacy skills to be able to coach develop and mentor to bring out the best in the employee
  • Must have a record of having successfully achieving business goals, including managing staff members
  • Excellent negotiation skills
  • Experience with designing and mapping workflow
  • Demonstrates flexibility with the need to travel as required
  • Requires a high degree of initiative, mature judgment, and discretion 
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Demonstrated integrity within a professional environment
  • Ability to adapt to new situations and learn quickly 
  • Ability to resolve conflicts and empathize with others is critical 
  • Must possess effective verbal and written communication skills
  • Demonstrate the ability to find answers to more complex issues with insurance law and is a source of direction / assistance for other reports

 

Desired Skills:

  • Demonstrate solid understanding of global company knowledge, totality of impact of decisions, and leadership abilities
  • Demonstrate in-depth knowledge of structure, functions, flow, and procedures of Policy Operations
  • Previous experience in insurance customer service with personal auto, commercial, motorcycle, recreational vehicle, accident and health, supplemental health,  and/or homeowners products
  • Active Property & Casualty License
  • Bilingual
  • 3+ years of experience leading a workforce management team
  • 3+ years of forecasting experience (short and long-term) and building call center staffing models
  • Expert knowledge of Crystal reports and building custom call center reports
Job posting ID: 2019-2805

Job Requirements

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About National General Holdings:

National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

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