Mgr, PLADS Customer Care Center (Hybrid - Windsor, CT)

Aflac, Incorporated•Windsor, CT

17d•Hybrid

About The Position

Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com. The business focuses on being there for people in need. This role is hybrid, meaning the employee is expected to report to an Aflac office in Windsor, CT for at least 60% of the work week, and work from home (within the continental US) for the remaining portion.

Requirements

Broad knowledge of managerial financial and budgeting concepts, operating principles, and methodologies applicable to division and employee management; including expert knowledge of Aflac’s mission, objectives, and procedures, the relationship with other departments, and the framework in which the department operates; a high degree of skill in applying this knowledge to the analysis and resolution of very complex or sensitive problems
Expertise in FMLA, Short Term Disability, and Long Term Disability, including federal, state, and local regulatory requirements
Experience processing claims for FMLA, Short Term Disability, and/or Long Term Disability
Moderate knowledge of Group Long Term Disability, Premium Waiver, and Life
Knowledge of budgeting and expense control to plan, implement, and maximize expenditure of funds while maintaining and improving quality standards
Knowledge of employee relations to conduct and deal with employee issues in a proactive manner
Strong personal computer skills with experience in Windows-based software; experience using Microsoft Outlook or a similar e-mail system software
Excellent presentation, oral, written, and interpersonal communications skills to effectively interact with Aflac’s senior management, internal and external business contacts
Bachelor's Degree In business administration or a related field
5 - 6 years of related work experience
4 years in a supervisory/managerial capacity in a complex business environment involving multiple business issues
Or an equivalent combination of education and experience

Nice To Haves

Experience managing call center in the disability space
Experience in the insurance industry

Responsibilities

Manages the daily operations of the business unit; manages employees and operations of the business unit at the function level; gathers and analyzes data and reports that pertain to the overall operation of the business unit and completes reports summarizing activities and trends; assists in strategic and tactical operational plans to ensure achievement of company and departmental goals; performs independent review of problem situations; develops solutions and implements actions to resolve problems and ensure customer satisfaction; reviews processes and procedures to streamline activities to enhance service turnaround time, productivity, and quality; coordinates overall workflow of the business unit and ensures that workflow processes facilitate effective and efficient use of corporate resources and enhance customer satisfaction
Coordinates and monitors training efforts to ensure that necessary education tools are provided to employees; identifies and communicates training needs and schedules with training department; projects staffing requirements for the business unit; guides supervisors in coaching and counseling employees; coordinates employee development and incentive initiatives
Identifies, analyzes, and monitors business technology requirements and enhancement possibilities; recommends viable technological solutions, modification, and applications; takes a leadership role in managing assigned projects; evaluates recommended projects to determine cost, benefits, and feasibility, and prepares recommendations for implementation
Assumes responsibilities of department head/director during his/her absence; monitors and controls operating expenses to ensure that corporate/divisional financial goals are met; prepares annual business unit budget
Performs other related duties as required

Benefits

medical coverage
dental coverage
vision coverage
prescription drug coverage
health care flexible spending
dependent care flexible spending
Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee)
401(k) plans
annual bonuses
opportunity to purchase company stock
11 paid holidays
up to 20 days PTO to be used for any reason
state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being
Aflac complies with all applicable leave laws, including, but not limited to, sick and safe leave, and adoption and parental leave, in all states and localities