Job Description:
- Direct and oversee a team of skilled Colleagues who are responsible for the department/divisions routine and moderately complex operational work tasks for New Business, Sales Support, Premium Accounting &/or Customer Service. This includes incoming phone calls &/or e-mails from policy owners &/or agent upline offices and outgoing policy correspondence and documents. Requires problem solving, decision making, product and system knowledge, identification of inefficiencies in processes, process improvement, change implementation, and cost efficiencies.
- Works with team management in the development of Customer friendly solutions and the attainment of service level standards, team productivity and quality measurements, recruiting, focuses on process improvement which support an enhanced Customer service level and Customer experience. This position may require the effective use of bilingual skills (verbal and/or written) at least 50 percent of the time.
- Provides coaching and mentoring to direct reports to include technical and leadership competencies, feedback for succession planning, implementation of new processes and procedures, integration of product and system knowledge and demonstrates the ability to accurately apply and communicate policy provisions and contract limitations.
Education & Experience Requirements:
- Bachelor's degree preferred. In lieu of Bachelor's degree, position requires equivalent leadership experience.
- Bilingual skills (Spanish/English) required.
Other Skills and Requirements:
- Technical and analytical skills
- Knowledge and expertise of insurance products and/or services
- May require working knowledge of general ledger and accounting
- Tactical skills to include diplomacy
- Exhibits excellent decision-making skills
- Ability to manage and effectively coordinate workload, multiple projects, and people to maintain team productivity and metrics.
- Proficient with PC Windows-based software and Microsoft Office applications
- Easily adapts to new software/technology applications and is able to excel in a paperless environment
- Knowledge of operational processes and state and federal or Bermuda regulations
- Exhibits leadership and effective coaching skills by giving and receiving constructive feedback to Colleagues.
- Possesses excellent organizational skills
- Ability to handle fast-paced environment
- Maintains a professional attitude
- Demonstrates excellent Customer service skills
- Strong oral and written communication skills, including strong interpersonal skills
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