Operations Manager, CIS


Operations Manager, CIS

Experience in Group Worksite Voluntary business, ideally in Whole Life, Universal Life, Critical Illness and/or Accident products is preferred. Ideal candidate will be an industry thought leader in their discipline, with hands-on post issue Worksite operational experience and experience managing a team delivering customer support and post issue services from policy administration, billing and collection and call centers.  Familiarity with claims a plus.

Key Responsibilities:

Ensures an exceptional, consistent and holistic client experience with a focus on meeting or exceeding SLAs and quality results

Builds client relationships at assigned client(s)

Predicts and manages client escalations Leads and manages a delivery team with a focus on root cause and continuous improvement

Consults with the customers on key strategic business decisions

Other areas:

  • Make decisions regarding employment, compensation & related personnel actions
  • Allow for and contribute needed resources; coordinate work efforts as necessary; monitor progress; provide clear direction and communicate priorities; focus on key metrics and the achievement of short-term objectives
  • Create an atmosphere in which timely and high-quality information is available; convey information clearly and effectively
  • Set clear performance expectations; prepare effective performance plans and reward people for good performance; step forward to address difficult issues
  • Provide staff with performance feedback on service, quality and productivity
  • Assess strengths and development needs of staff; allocate time and resources for development; provide coaching to cultivate personal accountability and ownership; ensure that each staff member has an active development plan
  • Use formal and informal networks and relationships to meet set objectives and exceed customer expectations
  • Motivate and empower staff
  • Coordinate and optimize relationship with offshore teams.
  • Make timely and sound decisions that consider financial integrity and customer satisfaction
  • Seek out process improvement ideas and deliver through into implementation phases
  • Familiarity with Lean Six Sigma Continuous improvement would be a plus.
  • Other duties outside of the set responsibilities may be assigned.
  • 5-7 years of relevant worksite experience required
  • High degree of ownership and sense of urgency
  • Excellent interpersonal, communication and leadership skills
  • Strong relationship management, influencing and negotiation skills
  • Looks for market-leading ways to improve business operations, tools and the customer experience
  • Strong knowledge of group life, critical illness and/or accident insurance products
  • Strong knowledge of billing and post issue operational processes and systems

Individual who is an expert and proactively communicates with client and forges partnership for mutual success –  

Shares in attainment of financial and client satisfaction targets (per DOU/SOWs) –  

Be familiar with client and participate in opportunity identification –  

  • Provides overall leadership to the service delivery team; Ensures consistent and predictable delivery of metrics as per contract and / or client expectations  -  
  • Integrates services to meet service level agreements and budgets and drives service excellence.  
  • Responsible for ensuring client is satisfied with our Delivery and all delivery related functions.  
  • Provides innovative solutions to client to improve their business - Drive/champion continuous improvement programs and transformational initiatives to deliver better results to clients, identify additional opportunities, improve efficiencies and improve business outcomes for the clients as well as drive growth and profitability for Concentrix –  
  • Participates in delivery center initiatives that directly or indirectly help improve overall performance of the account –  
  • Advocate to service delivery for Client and negotiates for proper funding for service delivery -Balance quality and cost management of service delivery areas –  
  • Ensures audit-readiness for service delivery –  
  • Accountable for ensuring that the account Quarterly target financial goals are achieved, including managing overall costs within the pricing case and delivering overall financial performance. i.e revenue and margins - Ensures accurate billing and invoicing –  
  • Manage succession planning and develop operational leaders within the team. –  
  • Lead people effectively, drive high levels of employee engagement across all the accounts, and manage overall attrition. Develop the teams by providing them challenging on the job opportunities and through identified learning and development programs –  
  • Collaborates with shared services and support functions to ensure account delivers consistently –  
  • Prepares for ramp ups and ramp downs as the client desires and contract allows, ensure we have people, seats and other infrastructure ready in time to serve the clients 

Experience in understanding customer objectives
Experience with policy admin systems / workflow management tools