Senior Manager - Service Delivery in Winston-Salem, NC at National General Insurance

Date Posted: 2/4/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    2/4/2020

Job Description

Primary Purpose:

Responsible for the management and direction of the Level I and II technical support teams. Work with the business partners to determine support levels required and then implementing staffing, training, technology and organizational plans to meet those requirements.  Responsible for annual budgetary planning, as well as monitoring and controlling associated expenses. Responsible for growing and maintaining relationships between the technical support teams and National General employees.  Focusing on thought leadership, the incumbent will establish and enforce standards, as well as, use KPIs to make data driven decisions within the teams.

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 ensuring teams maintain proper staffing
  • Monitor and control budgetary expenses
  • Establish and communicate team and individual objectives
  • Complete regular performance evaluations and provide salary recommendations to senior management
  • Provide direction and guidance to supervisors on personnel issues, training plans, staffing plans, and process improvements
  • Ensure proper training of employees and provide guidance toward their development
  • Responsible for staying abreast of technological advances, as well as, market trends, in order to make recommendations to senior management regarding opportunities for improvement and/or cost reduction opportunities
  • Provide updates to senior management on service level metrics, KPIs, and general team performance
  • Assist senior management in development and enforcement of departmental standards, methodologies, policies and procedures
  • Must demonstrate strong interpersonal and communication skills
  • Rely on extensive experience and judgment to plan and accomplish goals
  • Maintain commitment to continuous process improvement
  • Interact closely with customers to understand their needs and / or requirements
  • Able to coordinate with, and lead geographically dispersed teams
  • Seek to develop self and skills needed to be prepared for future opportunities consistently
  • Participate in, and lead projects
  • Present complex ideas or situations clear, simple, and/or understandable
  • Participate in hardware/software audits
  • Take action to resolve customer problems or concerns in a timely manner
  • Ensure policies and procedures are documented and clearly communicated to employees
  • Participate in system or application triage with support teams and / or vendors
  • Provide coaching and mentoring to team supervisors and leaders
  • Drive toward the achievement of business results in a manner that focuses on profit and service
  • Facilitate regular team meetings with team leaders

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
  • 5+ years of leadership experience in an IT support environment
  • High degree of initiative, mature judgment, and discretion
  • Knowledge of PC hardware and peripheral
  • Must perform well in high-energy, dynamic and team-oriented environments
  • Must possess effective verbal and written communication skills
  • 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
  • Experience working with an enterprise ticketing system
  • Self-motivated achiever who gains satisfaction from providing excellent customer service
  • Ability to coach and direct supervisor level leadership
  • Proven project management skills
  • Ability to solve complex problems
  • Ability to communicate complex technical topics and concepts
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7
  • Demonstrated integrity within a professional environment
  • Ability to adapt to new situations and learn quickly 
  • Demonstrates a general understanding of the insurance industry and organizational relationships of the company
  • Demonstrates an understanding of the functions of other departments such as Policy ops and Marketing
  • Works independently with little supervision
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

Desired Skills:

  • Bachelor Degree in an IT related discipline, or the equivalent combination of education, professional training, and work experience
  • IT industry certifications (HDI certification)
  • ITIL certifications

#LI-KW1

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.

Job Requirements

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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