Assistant Customer Experience Division Manager

NYCM Insurance • Edmeston, NY

1d • Hybrid

About The Position

The Assistant Customer Experience (CX) Division Manager is responsible for the overall management and execution of the long-term strategic direction of the CX division and they provide coaching for Business Unit Managers. They direct the planning and development of the 3-5 year vision for CX. Along with the Business Unit Managers, the Assistant Division Manager will be responsible for developing, managing and maintaining budgets for staffing and other divisional expenses, business plans and employee engagement plans. They capture the story our customers are telling, and they use this story to help the corporation make decisions. They do this by understanding customers’ expectations, sharing those with stakeholders, and developing action plans through design thinking to implement new products/services. This role is highly visible. The Assistant Customer Experience Division Manager develops and assists the Division Manager to carry out the vision, operations and leadership of the CX Division, exhibiting high level leadership skills as outlined in the NYCM Leadership Success Profile (LSP). Manage the succession planning of leadership beneath them, providing guidance, leadership and coaching to Business Unit Managers and supervisors where applicable. Must work collaboratively with executives and division partners to fulfill corporate objectives and strategic plans.

Requirements

• Bachelor's Degree in field(s) applicable to Division/Business Unit OR 5+ years demonstrated experience in leading, coaching, and mentoring teams.
• 3+ years' experience and knowledge as a Supervisor in applicable field is preferred
• Excellent leadership skills
• Ability to motivate Business Unit Managers, Supervisors and any direct reports
• Excellent interpersonal and verbal/written communication skills
• Able to execute effectively, build strong teams, and lead change with courage
• Loyal, genuine, passionate, and committed to the cause
• Trusting, honest, transparent, and sincere
• Fosters genuine relationships and connections
• Inspires a shared vision
• Empowers others
• Excellent computer proficiency and technical aptitude
• Excellent organizational and prioritization skills
• Excellent attention to detail, accuracy, and ability to make accurate timely decisions

Nice To Haves

• Internal leadership development programs (e.g. EEJ, LDP, etc.) completed or relevant leadership education preferred.

Responsibilities

• Assists the Division Manager to carry out the corporate strategic plans (KST), long term goals, and short-term goals.
• Assists the Division Manager by working with the Business Planning Team by providing input for decision making, obtaining and communicating feedback/challenges.
• Communicates why and where we are going, not how we are getting there (Business Unit Manager is responsible for the execution of the long and short term goals).
• Defines and affects the direction of change with current Division Manager feedback (the “where” we are going).
• Sets divisional goals, either themselves, or collaboratively with current Division Manager feedback.
• Develops, oversees, and manages divisional budget, business plans, and projects with current Division Manager feedback.
• Develops, cultivates, mentors, coaches, and evaluates the Business Unit Managers, Supervisors, and any other direct reports under his/her direction. Measured on results expected.
• Promotes and upholds the positive image of our corporate values.
• Actively participates in and promotes collaboration across teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager