The Director of Operations is primarily responsible for the tactical management internal operations. The exception is that the Director of Operations would be the primary escalation point for day-to-day issues resulting from service-level exceptions and quality in departments which manage broker services, technical support, compliance, plan maintenance, and finance departments. To excel, the Director of Operations will be called upon to creatively problem solve issues that arise through analysis and uncover opportunities to streamline operations on a go-forward basis. In addition to managing daily escalations, the Director of Operations will be responsible for tasking staff, documenting policies and procedures and monitoring SOP and SLA compliance and quality assurance measures. Additional responsibilities include the implementation of short and mid-term strategic initiatives and the ongoing coaching and development of staff.
Position requires a systematic problem solver, implementing solutions to solve root cause of problems. Creates an environment that encourages and rewards teamwork and collaboration, both internally and externally; able to handle multiple, complex priorities and balance the needs of each according to business needs; proven ability to lead cross department projects effectively; strong business and technical skills; excellent change management experience; proficient in Word, Outlook, Excel and PowerPoint; experience with Salesforce CRM platforms and well-developed interpersonal skills and the ability to interact with multiple areas of the company. College degree required (Business or related field required), MBA preferred 7-10 years of successful managerial experience. Insurance industry or Technology background preferred. Experience with 6 Sigma * ISO 9001 or other similar preferred. Minimal travel may be required.
Word & Brown Companies - 11 months ago