Operations Manager II overseeing operations strategy and execution at PNC in Pittsburgh. Responsible for managing teams and driving business results within income collections organization.
About the role
- Service Operations Supervisor at Orchid Insurance providing leadership and support to Service Operations Team. Driving workflow innovation and ensuring service quality standards are met.
Responsibilities
- Resolve customer issues and inquiries promptly.
- Motivate, resolve conflict, coach, and develop teammates.
- Monitor and assign work based on the volume of phone and processing activity, to optimize staffing.
- Ensure service level standards are met for processing and phone calls.
- Provide weekly and monthly reporting of team KPI’s, metrics, and work assignments.
- Collaborate with Team Leads and other Operations leaders to optimize workflows and workload, including processing, email, chat, phone, and special assignments as needed.
- Ensure compliance with state and carrier requirements and documentation standards.
- Assist Accounting teammates in finding and correcting carrier discrepancies and reconciliations.
- Partners with other departments and agents to resolve issues and address needs.
- Support the Compliance team in reviewing documentation and transactions to verify compliance with regulations and respond to complaints or audits.
- Audit teammate transactions to ensure accuracy of customer and policy files, including phone call and processing quality.
- Create and revise Process Guides for processing tasks, phone calls, chats, emails, and any other work type performed.
- Conduct & document regular performance feedback sessions with team members.
- Coordinate new employee training and the onboarding process.
Requirements
- An accessible and responsive approach with teammates.
- High School diploma or equivalent.
- Associates degree or higher preferred.
- At least 3 plus years of service industry experience.
- Experience leading or managing others.
- Exhibits high emotional intelligence through active listening, empathy, and adaptability in dynamic team environments.
- Aptitude to learn multiple computer systems.
- Aptitude to learn a large volume of insurance underwriting concepts.
- Proficiency with Microsoft Office Package (Excel, Word, Outlook).
- Ability to work independently or in a team environment to achieve common goals.
- Knowledge of data processing capabilities and procedures.
Benefits
- Health Benefits : Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
- Financial Benefits : ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
- Mental Health & Wellness : Free Mental Health & Enhanced Advocacy Services
- Beyond Benefits : Paid Time Off, Holidays, Preferred Partner Discounts and more.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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