Assistant Vice President, Property & Casualty Client Services
Horace Mann Service Corporation 33 reviews - Springfield, IL

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Job Description:
Assistant Vice President, Property & Casualty Client
Services - AVP is responsible for planning, leading,
organizing and directing staff to deliver quality
service to auto and property policyholders and agents.
Also aligns with marketing regions to ensure sales and
retention goals are known and the areas work as a team
to achieve those objectives. Areas of responsibility
include P&C Call Center, Training, and Forecast &
Metrics & Quality Assurance. Also responsible for
generating revenue under Advocate & Premier Service
delivery systems for Exclusive Agencies. Responsible for
department compliance and maintaining adequate disaster
recovery plans.
The incumbent has the latitude and authority to make
policy level decisions as well as the responsibility to
effect procedural changes within the department while
maintaining regulatory requirements.
The incumbent AVP has six direct reports and an indirect
staff of approximately 100.
The incumbent is active in the P&C insurance industry as
well as Call Center network. This involvement assists
the leader in remaining current with industry topics,
emerging issues and identifying "best practices" for
potential use.

Job Requirements:
College degree and 7-10 of management and/or industry
experience. Significant knowledge of all facets of Call
Center Operations to include processing workflow, risk
selection and product expertise.
Required Competencies
Strong aptitude for standardizing call center metrics
Highly skilled with workforce management, knowledge
management, quality management, telephony solutions
Solid and tenured knowledge of the insurance industry
and P&C Operations is preferred
Must possess excellent collaborative and organizational
skills as well as the ability to communicate and
interact effectively with all levels of employees
Team player with unquestioned integrity and ability to
build relationships at all levels
Self-motivating and goal oriented individual
Project Management/Coordination. Ability to balance and
prioritize multiple tasks and functions
Corporate goals/management philosophies
Proven Dependability
Proven ability and commitment to improve work processes
Strong Analytical ability
Proven Strategic Leadership skills
Must be able to work in the United States without
employer sponsorship

About this company
33 reviews
Horace Mann was founded in 1945 by two educators in Springfield, Ill., who believed teachers deserved affordable auto insurance. Originally...