Senior Manager, Insurance Operations - Lic - Military Veterans

Leads multiple teams that service company insurance products for new or existing customers and agents through various customer contact channels. Works closely with the director and departmental leadership in developing, implementing, and executing the overall service strategies and plans for these channels. They are responsible for the overall development of teams to ensure the center meets high standards of professionalism and customer service excellence. Play lead role in department projects or initiatives.

Position Compensation Range:

Pay Rate Type:

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• Creates a collaborative, performance-driven work environment by facilitating and fostering trust, transparency, and inclusion. Works with team members to set clear goals, provide feedback, perform performance assessments, and support on-going development.
• Leads with influence and expertise. Actively contributes to division or department leadership team. Communicates and supports organization mission, vision, values, policies, and practices.
• Designs a holistic strategy and approach to the growth of the operations department.
• Collaborates with key company stakeholders on the development, implementation and operational support of strategies spanning multiple functions.
• Identifies strategies used by other companies to understand and drive care center performance. Determines how best to use or adapt these strategies.
• Manages business relationships with business partner leaders to manage the coordinated initiation, evaluation, prioritization, authorization, implementation, and operational functionality of programs supported within the operations center.
• Leads in the planning and development of various analyses which are used by department leadership to evaluate decision options. Alerts management to risks, issues and opportunities and recommends initiatives to address gaps or opportunities.
• Introduces new projects, manages project status updates and department position on strategy changes.
• Leads expert interpretation of risk management and related reports, sales forecast reports, related financial reports, retention reports and expansion state metrics for impacts to customer or agent operations.
• Manages results and reviews initiatives to affect desired short and long-term strategies.
• If applicable, reviews underwriting analysis and performance scorecards to identify trends and performance areas of concern.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support, or service.
• Demonstrated experience counseling, consulting and negotiating to guide strategic business decisions across all levels of management.
• Solid knowledge and understanding of insurance products and sales principles.
• Solid knowledge and understanding of profit, growth and retention measures.
• Demonstrated effective leadership experience, including people or project management.
• Solid knowledge and understanding of contact center operations.

Licenses

• Required to maintain current, active license(s) status by continuing education and meeting all state, operating and regulatory requirements.
• Property and casualty producer licenses for all operating and/or service states must be obtained within 12 months of hire.

Travel Requirements

• Up to 25%.

Physical Requirements

• Work that primarily involves sitting/standing.

Working Conditions

• Not applicable.

Additional Preferred Qualifications:

The ideal candidate would have experience in:

• Leadership and Team Management: Effectively leading, motivating, and managing cross-functional teams or large departments.
• Performance Management: Providing constructive feedback to help team members grow and improve.
• Strategic Initiatives: Driving strategic initiatives and achieving organizational goals.

In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home in Madison, WI 53783; Boston, MA 02110; Denver, CO 80112; Eden Prairie, MN 55343; Keene, NH 03431; St. Joseph, MO 64507; Phoenix, AZ 85034;

Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.

#LI-Remote

We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.