Team Leader - Operations

Job Responsibilities

Key Responsibilities
Customer Service 
• Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met 
• Manages, researches, and resolves complex and occasionally highly complex customer communications, concerns, conflicts, or issues 
• Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans. Audit calls and provide feedback to the claim handler on the production floor
• Conduct interviews to identify trainable candidates 
• Responsible for achieving business goals by providing efficient, effective, and accurate service 
• Manages a team of 15-20 front-line employees by providing appropriate direction, coordinating unit activities, monitoring employee/unit performance, formulating, and implementing action plans, recommending work procedures, and directing workflow 
• Identifies process gaps, non-value-added activities and improves business outcomes by leading process improvement projects 
• Provides information to employees and management, participates in, and leads meetings/performance reviews
• Creates complex reports, proposals, and business cases. 
• Performs compliance or other quality spot-checks and recommends corrective and preventive actions 
• Creates a positive and satisfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others 
• Recommends training and education programs to enhance associate’s knowledge and development 

Administration and Operational Management 
• Identifies issues and potential solutions on all aspects of the claims business 
• Gathers, analyzes, and evaluates complex and occasionally highly complex claim processes or procedures; obtains facts and explains complex information 
• Assists leadership in developing strategies of operational improvement
• Assists with establishing unit goals/objectives 
• Participates in the implementation of process improvement, operational performance and effectiveness programs and changes 
• Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy
• Ensures adherence to empathetic and responsive customer service in all transactions 

Training - Develop and Deliver 
• Participates in assessing unit needs for training and development 
• Win input from more experienced Team Leads/FLB, provides coaching/mentoring and feedback, and may lead training 

Supervisory Responsibilities:
This job does have supervisory duties

Preferred Qualifications:
Education and Experience 
 7-13 years of related experience
 Bachelor’s degree or equivalent experience