Death Claims Manager - VIRGINIA HYBRID - US

DXC Technology•Nashville, TN

14d•Hybrid

About The Position

YOUR RESPONSIBILITIES Manage a team consisting of associates tasked with providing exceptional phone and transaction-based customer service, cultivating an environment of inclusiveness within the team Oversee the operation of a business processing transaction team to include setting performance metrics and team goals as well as ensuring the achievement of those metrics through effective management Communicate effectively with employees to provide coaching and feedback, identify development opportunities pertaining to personal and professional growth, and reinforce positive results Drive individual and team accountability, motivate and manage team to meet and exceed service goals and increase productivity, with the end result of delivering quality service efficiently Implement activities that drive employee engagement and support the desired company culture Act as point of contact for the team in handling escalated situations, providing feedback, and identifying process improvements to improve customer experience Drive quality transaction service by being involved in quality initiatives. Coach for results using daily, weekly and monthly reports from audits and feedback Collect and analyze data to maximize resource efficiency through scheduling and work allocation, monitoring past trends, applying knowledge of future events & understanding of capacity model data Develop and maintain partnerships with training, quality, compliance, legal, and other areas to reinforce system, departmental, and administrative procedures. Promote a sense of teamwork within the team and company. Acquire, maintain, and enhance product and technical knowledge to provide World Class Service to all customers he/she interacts with (internal and external) Work with leadership to understand business strategy, direction, tactical and strategic requirements and recommend process improvements as appropriate Other duties and/or special projects as assigned

Requirements

6+ years of Life Insurance experience, with at least 2 years in a leadership capacity, preferably with expertise in the death claims area
Hands on and deep knowledge on the death claims full cycle processing experience
Demonstrated ability to build and lead a strong motivated team by providing guidance, feedback and day to day direction for associates
Excellent collaboration skills
Proven ability to influence, negotiate and communicate with internal and external customers through verbal and written formats
Ability to interpret data and analyze trends on inventory/capacity/service levels
Demonstrated effective coaching and feedback skills

Nice To Haves

Bachelor’s Degree or 4+ years prior leadership experience would be preferred
LOMA or other Insurance Industry designation would be preferred

Responsibilities

Manage a team consisting of associates tasked with providing exceptional phone and transaction-based customer service, cultivating an environment of inclusiveness within the team
Oversee the operation of a business processing transaction team to include setting performance metrics and team goals as well as ensuring the achievement of those metrics through effective management
Communicate effectively with employees to provide coaching and feedback, identify development opportunities pertaining to personal and professional growth, and reinforce positive results
Drive individual and team accountability, motivate and manage team to meet and exceed service goals and increase productivity, with the end result of delivering quality service efficiently
Implement activities that drive employee engagement and support the desired company culture
Act as point of contact for the team in handling escalated situations, providing feedback, and identifying process improvements to improve customer experience
Drive quality transaction service by being involved in quality initiatives. Coach for results using daily, weekly and monthly reports from audits and feedback
Collect and analyze data to maximize resource efficiency through scheduling and work allocation, monitoring past trends, applying knowledge of future events & understanding of capacity model data
Develop and maintain partnerships with training, quality, compliance, legal, and other areas to reinforce system, departmental, and administrative procedures.
Promote a sense of teamwork within the team and company.
Acquire, maintain, and enhance product and technical knowledge to provide World Class Service to all customers he/she interacts with (internal and external)
Work with leadership to understand business strategy, direction, tactical and strategic requirements and recommend process improvements as appropriate
Other duties and/or special projects as assigned