Job Description
Shift: Night Shift
The UW Operation Manager leads and directly manages the team leaders & staff for the Ceded & Captive Re Ops team with a focus on production levels, service level agreements, quality and process improvement. This position utilizes re/insurance & data expertise along with LEAN principles and methodology to continuously enhance customer experience while maintaining a positive and engaging culture. The role will work closely with onshore management providing ongoing feedback & reports.
- Lead and manage assigned team in delivery of services
- Coordinate and oversee transition of new tasks and support areas for GSO
- Ensure service level agreements are properly measured and met by team
- Identify, lead and coordinate process improvement opportunities
- Support and monitor Productivity/Quality Tracking
- Coordinate and implement trainings
- Interview and hire new staff
- Complete performance reviews for team
- Provide coaching to new and less experienced staff
- Handle personnel issues and escalations
- Communicate issues or queries to onshore on a timely basis with root cause analysis
- Manage capacity and resource planning
- Offshore liaison
- Prepare Monthly Production & Quality Reports and Analysis
- Collaborate and provide input as a member of the leadership team
- Other tasks as identified when necessary
Required Skills/Experience:
- Microsoft Office – Proficient
- Microsoft Excel – Advanced
- PowerBI – Proficient with views & customization
- Data & Analysis – Advanced
- Reinsurance Knowledge – Basic
- User Based Technology – Capabilities knowledge: Alteryx, PBI, Smartsheet etc.
- SQL/Snowflake - Preferred
Desired Skills/Experience:
- Advanced team management and leadership skills with an ability to foster a collaborative and results- driven culture
- Strong continual improvement and positive mindset
- Demonstrated project management and organizational skills
- Strong customer service orientation with an ability to understand, manage and improve workflow and processes
- Skilled in conflict management
- Excellent communication, both verbal and written
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
- Strong working knowledge of standard insurance & reinsurance terminology
- Adept at queries, report writing and presenting findings
- Ability to adapt to and drive team toward change
- Proficient in Microsoft office ,Excel, Smartsheets, Imageright, PowerBI. Insurance/Reinsurance platforms a plus (FPM, Ceded Re Workbench, etc.)
- Previous leadership experience (preferably in re/insurance industry)
Additional Information
