Ryan Specialty · 6 hours ago

Senior Policy Processing Manager

Remote - United States

Full-time

Remote

Senior Level, Lead/Staff

$100K/yr - $125K/yr

8+ years exp

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Financial ServicesInsurance

Comp. & Benefits

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Responsibilities

Lead the identification and review of operations production to leverage automation and tools that support scalable yet lean operations.

Develop training that supports operational capabilities of customer experience, operations excellence, collaboration, continuous improvement and product expertise.

Ensure the appropriate documentation, implementation and communication of established policy, procedures and operating standards is complete.

Regularly monitor and evaluate activities to identify potential risks and issues of non-compliance.

Partner with key stakeholders to identify and communicate key strategies, initiatives, opportunities, metrics and goals that effectively drive and improve business performance and implement initiatives to address issues.

Create reporting and monitoring tools for services provided to measure against SLA’s to ensure employee productivity.

Support Operations leaders in monitoring and management of day-to-day processes, department meetings and lead remediation efforts for ad hoc interruptions to target service levels.

Champion strategies that focus on seamless and inclusive customer experience as measured by various NPS scores.

Partner with operations/analytics to identify data-driven areas of opportunity and own execution of strategies to deliver on identified key areas.

Negotiate and navigate challenging customer conversations as an escalation point.

Ability to accurately identify problems and provide appropriate solutions, including training and staffing needs, working with the Supervisors to ensure goals/objectives are met daily.

Act as a liaison between the underwriters/broker for all client communication when necessary.

Lead project(s) and project activity as assigned.

Collaborate with BSS Leadership and cross department leadership to identify emerging issues, and opportunities for process optimization to work effectively across various business and corporate functions.

Maintain an adequate level of knowledge of utilities and programs used to by team to maintain our current data/reports.

Prepare and communicate key deliverables, including weekly and monthly activity reports, exception reports, project updates, and ad hoc analyses.

Qualification

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Insurance Business OperationsClaims Policy ProcessingOperations ManagementFinancial ManagementInsurance Regulatory ComplianceKPI TrackingUnderwriting SystemsInsurance Policy ReviewClaims ProcessingMicrosoft OfficeWorkflow ManagementBusiness Relationship ManagementCertified Insurance Service RepresentativeTechnical DocumentationTeam Management