WoodmenLife · 4 hours ago
Manager Contract Services and Quality Assurance
Omaha, NE
Contract
Onsite
Mid, Senior Level
7+ years expWoodmenLife is a not-for-profit life insurance company that has been serving families for over 135 years. They are seeking a Manager of Contract Services and Quality Assurance to oversee workflow, manage associates, and ensure quality service delivery to customers while handling escalated concerns and operational functions.
FinanceFinancial ServicesInsuranceLife Insurance
Responsibilities
Create a motivated cross functional team environment focused on best practices, innovation and exceptional service to members. Continuously looks for ways to exceed customer expectations, implementing strategies that invoke a clear vision for the future
Oversee hiring, staffing, and high-level training processes for area. Effectively monitors performance and utilizes appropriate corrective action as well as recognizes appropriate times to reward high performance. Coaches, develops, and mentors team members using performance management tools and other appropriate techniques
Continually review and analyze the workflow to provide efficient service and makes recommendations for changes that enhance the process and improve the customer experience. Creates a learning environment leading to the most efficient and effective work processes. Implements and communicates changes using change management skills
Maintain effective relationships with Home Office and Sales Associates striving to understand the customer’s needs and requirements. Acts with the member in mind and balances the best interests of WoodmenLife. Adheres to the organization’s core values, and demonstrates integrity and trust
Possess in-depth knowledge of policies and procedures for area or knows who to contact to get results
Evaluate associate performance using established WoodmenLife guidelines. Create talent development plans for each associate and meets with them monthly to review progress. Demonstrates self-development through continuous education and training. Provides guidance to associates to further enhance their skills and competencies
Serve as an expert witness when called upon for depositions, arbitration hearings or other legal proceedings as needed. Effectively communicates WoodmenLife’s policies, procedures and systems
Oversee the audit function for most production positions throughout Core Operations to include risk assessment, auditing decisions, assessment of results, root cause analysis, and recommendations for additional training. Create and maintain audit spreadsheets and meet service level agreements for the audit process
Actively involved with the recovery efforts undertaken when system administration problems are uncovered. Heading the recovery effort when asked to do so
Oversee the management of information of Core Operations to include the governance of the Knowledge Base, coordination of the electronic application process for Core Operations, the creation/updating of booklets/forms and work with Compliance regarding regulation
Manage quality and timeliness of service requests pertaining to escalated concerns and contract changes. Assures complex situations are handled appropriately
Meet expectations for attendance and punctuality in accordance with the expectations established by your supervisor and WoodmenLife policy
Qualification
Required
Previous supervisory/manager experience
A minimum of 7 years of experience within Core Operations, or equivalent external operational experience
Knowledge of WoodmenLife's processes and products is strongly preferred
Knowledge of Core Operations processes is strongly preferred
Excellent interpersonal skills including demonstrated ability to communicate effectively with internal and external customers including listening, problem solving, and conflict resolution
Strong problem solving and analytical skills required
Excellent written and verbal communication skills required
Strong customer service skills and previous experience dealing with customers, including State Insurance Departments
Strong customer service skills and previous experience dealing directly with customer complaints and issues is required
Demonstrate ability to maintain open communication, give and receive constructive feedback, and build effective relationships
Excellent analytical, decision-making, priority, and attention to detail skills are required
Demonstrates leadership credibility by caring for people, displaying courage, character, competence, and composure
Ability to engage well with others and be passionate about providing an exemplary customer experience
Preferred
Knowledge of WoodmenLife's processes and products is strongly preferred
Knowledge of Core Operations processes is strongly preferred
Benefits
Health
Dental
Vision
401K
Life insurance
Company
WoodmenLife
WoodmenLife has been helping to protect the financial future of families like yours, making a difference in hometowns across America.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Patrick Dees
Former CEO - Retired
Recent News
2025-05-08
Company data provided by crunchbase