VP of Operations
Company: P&C / Life / Health Insurance, St Petersburg, FL
Location: Saint Petersburg
Posted on: March 14, 2019
Essential Functions Develop and direct the management of Contact Center performance including workforce planning, KPI’s, one call resolution, statistical analysis and reporting. Ensure that all work is completed on time, meeting quality standards and within performance metrics and budgets. Actively manage customer satisfaction through analysis of customer feedback, scrutiny of performance metrics and improvement of customer service systems and processes. Develop and direct the Client Services team in the onboarding, day-to-day management and growth of our clients. Evaluate program performance and make recommendations related to products, services, program features and benefits, etc. Lead business and partnership reviews and the contract renewal processes. Continuously work to expand contacts with key client executives and maintain strong post-engagement relationships introducing new opportunities accordingly. Consistently manage client expectations, ensure delivery of the highest quality service, and solicit and act on client feedback. Develop and direct the management of Vendor Relations performance including the evaluation of Tier 1 vendors, negotiation and review of vendor agreements, develop service vendor standards and scorecards. Participate in the assessment of new programs and business opportunities. Participate in RFP’s and other proposals. Evaluate competitive market place and product offerings and drive changes to existing programs while implementing new offerings to current and new clients. Maintain an in-depth understanding and continual analysis of the service contract/TPA/warranty industry and our competitors in the market. Implement improved processes and management methods to generate higher ROI and workflow optimization. Work with the VP of Product and Risk Management and the IT department to ensure that all operational systems are continuously evaluated for proper operation, relevance and utilization. Work with information technology to ensure there is a consistent road map for enhancing or replacing existing programs to improve cost, quality and delivery. Interact regularly with executive team and individual department heads to ensure that company’s operational priorities are aligned with total company direction. Continually investigate and introduce process improvement measures and presents suggestions to President for consideration. Strategic planning and execution to enhance profitability, productivity and efficiency throughout the company’s operations. Improve the operational systems, process policies in support of organizational mission. Specifically support better management reporting, information flow and business process and organization. Play a significant role in long-term planning, including initiatives geared toward operational excellence. Establish and implement departmental goals, procedures and policies. Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision. Maintain accurate, detailed and timely performance documentation for all team associates. Work with human resource activities such as determining staffing requirements, interviewing, hiring and training new employees. Attend industry related conferences and tradeshows. Supervisory Responsibility Contact Center: Customer Service, Claims, Service, Client Services, Vendor Relations Position Type/Expected Hours of Work Generally, Monday to Friday 8:00 to 5:00 however we are a 24/7/365 contact center and business needs may demand additional and/or evening/night/weekend hours. Travel Up to 20% of the time. Required Education and Experience Bachelor's Degree (four-year college or university) and at least five years of management experience in a claims and contact center environment. Proficiency in Microsoft Office products required. Strong presentation, verbal and written skills as well as proven ability to develop well-positioned and thoughtful documents and presentations. Able to develop a high-performance culture with clear expectations and high levels of accountability Successful track record of consistently achieving results and exceeding expectations Ability to interpret key financial metrics and organizational goals to make good business decisions Ability to proactively anticipate and solve problems or resolve issues Possess the knowledge and ability to assess current resources and team Service Contract industry, Warranty and/or Insurance experience Ability to work within tight deadlines and constraints Preferred Education and Experience Bi-lingual, Spanish speaking
Keywords: P&C / Life / Health Insurance, St Petersburg, FL, St. Petersburg , VP of Operations, Executive , Saint Petersburg, Florida
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