Senior Leadership Position for Insurance Operations
12 hours ago
Overview
Cobden & Carter International is seeking a highly skilled and experienced leader to join our team as a Senior Client Specialist Team Manager.
Job Description
We are looking for a talented professional to lead a team of Client Support Specialists in processing pre renewal, broking, binding, and post binding activities required for placement and service of our NA CRB clients and prospects.
The successful candidate will work closely with Client Advocacy, Client Service, and Broking teams based out of the US on a daily basis to deliver exceptional White Glove Service to our clients and prospects.
Key Responsibilities
- Deliver and manage KPIs and metrics in line with prescribed targets
- Prioritize and organize work according to business priorities
- Develop an in-depth understanding of technical aspects of the process
- Drive process improvements within the team for improved efficiency, client experience, or better risk controls
- Periodically review process risks and ensure adequate controls are in place
- Meet with stakeholders to discuss process-related challenges and opportunities
- Work with relevant stakeholders to effectively resolve escalations
- Lead projects/tasks E2E in coordination with onshore stakeholders
Resource Planning
- Forecasting and planning of resource requirements
- Manage resources efficiently through peaks and troughs in the business cycle
- Ensure contingency planning is in place for critical resources
People Management/Development
- Set appropriate goals and expectations for the team and conduct regular progress reviews
- Work closely with individuals and groom them to their full potential
- Assess and develop competency levels to ensure team members have the expertise needed to add value to the business
- Proactively identify performance issues, create an action plan, and coach them to improve performance
- Conduct 1-1 and team meetings in line with the Operational Engagement Framework
- Manage attrition and absenteeism in the team
MI Reviews
- Lead MI reviews for the business unit and manage related tasks ensuring delivery
- Risk Assessment & Review: Ensure delivery of standardized policies, procedures, and service standards. Ensure these are understood and followed by the business so that all aspects of risk management, information security, legislation, and regulation are managed effectively
Qualifications
- Bachelor's degree holder required
- Healthcare/Insurance experience required (Property, Casualty Insurance experience highly preferred)
- Strong leadership experience
- Proven track record of delivering excellent levels of Client Service across varied stakeholders through a large operating function
- Experienced leader with proven ability in managing a function to deliver an agreed set of homogeneous processes
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