Business Operations Supervisor

Berkley•Homewood, AL

6h•Onsite

About The Position

The Business Engagement Department serves as an internal conduit for the maintenance and execution of tasks on behalf of multiple departments and is focused on delivering an elite, concierge-style customer service experience. This role will lead day-to-day operations for the Birmingham-based Business Engagement team to ensure consistent, timely, and accurate support for Claims, Underwriting, Finance, and Marketing. The supervisor will monitor multiple shared mailboxes and other intake channels, prioritize incoming requests, and ensure prompt turnaround times aligned to service-level expectations. Direct supervisory support to team members including work assignment, coaching, mentoring, training reinforcement, and ongoing performance feedback is a key function. The role also involves handling employee relations issues professionally and confidentially, performing and supporting daily operational tasks alongside the team, conducting quality checks, maintaining and improving workflow documentation, and coordinating with leaders across departments.

Requirements

Demonstrated supervisory or people-management experience required.
Demonstrated ability to manage competing priorities and deliver accurate, timely work in a fast-paced, service-driven environment.
Strong customer service orientation with a consistent record of professional, courteous, and solution-focused communication.
Strong time management and organizational skills with the ability to multitask, troubleshoot issues, and maintain attention to detail.
Ability to work effectively under pressure and manage stress appropriately while maintaining service quality and professionalism.
Strong collaboration skills and the ability to foster a positive, accountable, and team-oriented work environment.
Proficiency with Microsoft Office (Word, Excel) and comfort learning and using multiple business systems and workflows.

Nice To Haves

Bachelor’s degree preferred
Business Administration or Finance-related background preferred
2+ years of experience workers’ compensation experience

Responsibilities

Lead day-to-day operations for the Birmingham-based Business Engagement team to ensure consistent, timely, and accurate support for Claims, Underwriting, Finance, and Marketing.
Monitor multiple shared mailboxes and other intake channels, prioritize incoming requests, and ensure prompt turnaround times aligned to service-level expectations.
Provide direct supervisory support to team members including work assignment, coaching, mentoring, training reinforcement, and ongoing performance feedback.
Model and reinforce top-tier customer service standards, professional written and verbal communication, and consistent follow-through with internal and external customers.
Handle employee relations issues professionally and confidentially, following Human Resources procedures, company policies, and relevant guidelines; document and report concerns when necessary.
Perform and support daily operational tasks alongside the team as needed, including providing coverage, balancing workloads, and ensuring continuity of critical work during periods of employee absence and peak business demand.
Conduct quality checks of work products and customer responses; identify trends, errors, or gaps; and implement corrective actions and training to improve accuracy and consistency.
Maintain and improve workflow documentation and process instructions; support continuous improvement initiatives that enhance efficiency and customer experience.
Coordinate with leaders and managers across Claims, Underwriting, Finance, and Marketing to clarify requirements, resolve issues, and ensure requests are completed accurately and on time.
Support onboarding and cross-training of new team members; assist with scheduling and coverage planning to maintain service continuity.
Maintain professionalism and represent the department as a positive example of supervisory conduct in meetings, communications, and daily interactions.
Perform other duties and assume additional responsibilities as business needs arise.