Manager Contract Services and Quality Assurance

WoodmenLife•Omaha, NE

1d•Onsite

About The Position

WoodmenLife is looking to hire a Manager Contract Services and Quality Assurance to join our team! In this role, you will be responsible for delivering quality and efficient service to WoodmenLife’s customers by overseeing workflow, managing associates, and managing key operational functions such as audits, information system, 7000 Support and contract change requests. This role involves leading and developing this cross functional team and handling complex and escalated concerns from members. WoodmenLife is one of the best places to work in Omaha with over 135 years of service. As a member of the WoodmenLife family, you’re joining others who share your commitment to family, community and country. Through WoodmenLife, you’ll have opportunities to give back locally and honor those who make an impact. As a not-for-profit life insurance company, we’ve been helping to protect the financial future of families, making a difference in hometowns across America since 1890. We offer a variety of benefits ranging from health, dental, vision, 401K, life insurance and much more. Apply today to learn more!

Requirements

Previous supervisory/manager experience.
A minimum of 7 years of experience within Core Operations, or equivalent external operational experience.
Excellent interpersonal skills including demonstrated ability to communicate effectively with internal and external customers including listening, problem solving, and conflict resolution.
Strong problem solving and analytical skills required.
Excellent written and verbal communication skills required. Strong customer service skills and previous experience dealing with customers, including State Insurance Departments.
Strong customer service skills and previous experience dealing directly with customer complaints and issues is required.
Demonstrate ability to maintain open communication, give and receive constructive feedback, and build effective relationships.
Excellent analytical, decision-making, priority, and attention to detail skills are required.
Demonstrates leadership credibility by caring for people, displaying courage, character, competence, and composure.
Ability to engage well with others and be passionate about providing an exemplary customer experience.

Nice To Haves

Knowledge of WoodmenLife’s processes and products is strongly preferred.
Knowledge of Core Operations processes is strongly preferred.

Responsibilities

Create a motivated cross functional team environment focused on best practices, innovation and exceptional service to members. Continuously looks for ways to exceed customer expectations, implementing strategies that invoke a clear vision for the future.
Oversee hiring, staffing, and high-level training processes for area. Effectively monitors performance and utilizes appropriate corrective action as well as recognizes appropriate times to reward high performance. Coaches, develops, and mentors team members using performance management tools and other appropriate techniques.
Continually review and analyze the workflow to provide efficient service and makes recommendations for changes that enhance the process and improve the customer experience. Creates a learning environment leading to the most efficient and effective work processes. Implements and communicates changes using change management skills.
Maintain effective relationships with Home Office and Sales Associates striving to understand the customer’s needs and requirements. Acts with the member in mind and balances the best interests of WoodmenLife. Adheres to the organization’s core values, and demonstrates integrity and trust.
Possess in-depth knowledge of policies and procedures for area or knows who to contact to get results.
Evaluate associate performance using established WoodmenLife guidelines. Create talent development plans for each associate and meets with them monthly to review progress. Demonstrates self-development through continuous education and training. Provides guidance to associates to further enhance their skills and competencies.
Serve as an expert witness when called upon for depositions, arbitration hearings or other legal proceedings as needed. Effectively communicates WoodmenLife’s policies, procedures and systems.
Oversee the audit function for most production positions throughout Core Operations to include risk assessment, auditing decisions, assessment of results, root cause analysis, and recommendations for additional training. Create and maintain audit spreadsheets and meet service level agreements for the audit process.
Actively involved with the recovery efforts undertaken when system administration problems are uncovered. Heading the recovery effort when asked to do so.
Oversee the management of information of Core Operations to include the governance of the Knowledge Base, coordination of the electronic application process for Core Operations, the creation/updating of booklets/forms and work with Compliance regarding regulation.
Manage quality and timeliness of service requests pertaining to escalated concerns and contract changes. Assures complex situations are handled appropriately.
Meet expectations for attendance and punctuality in accordance with the expectations established by your supervisor and WoodmenLife policy.