Policy Holder Services - Supervisor, PHS

Wellcove•PENSACOLA, FL

About The Position

The Policy Holder Services Supervisor oversees the timely and accurate processing of policy administrative changes and responds to staff and client or policyholder inquiries about policy administration. The role manages day-to-day department operations, hires and trains staff, provides guidance to direct reports, and conducts timely, constructive performance evaluations. The position manages operations in an insurance setting, reviews performance and operational data to identify improvement opportunities, and supports customer satisfaction while handling complex policyholder and client escalations. It also oversees quality control exceptions, risk management, policy administration workflows, compliance, and operational initiatives. The role prepares user-friendly reports to help executives assess company performance and supports appropriate budget allocation across departments.

Requirements

High school diploma or equivalent.
Five years of related experience.
Excellent supervisory skills.
Excellent verbal and written communication skills.
Ability to manage and resolve complex policyholder and client escalations.
Proven ability to maintain high levels of customer satisfaction.
Understanding of policy administration workflows and service level agreements (SLAs).
Understanding of insurance policy and plan terminology.
Excellent interpersonal skills and ability to build relationships with clients, policyholders, and staff.
Knowledge of insurance regulations, compliance requirements, and industry best practices.
Ability to ensure adherence to company policies, state regulations, and audit requirements.
Strong analytical and process improvement skills.
Ability to analyze operational metrics and performance data.
Experience utilizing KPIs, dashboards, and reporting tools to support decision-making.
Strong problem-solving and critical thinking abilities.
Ability to manage multiple priorities and projects simultaneously.
Experience leading organizational change and implementing operational initiatives.
Proficiency with policy administration systems, CRM platforms, and Microsoft Office applications.
Experience with workflow automation and case management systems.

Nice To Haves

Bachelor’s degree.
Advanced Excel and reporting capabilities.

Responsibilities

Oversee day-to-day operations of the assigned department.
Hire and train staff involved in policy administration.
Provide support and guidance to staff and other direct reports.
Conduct timely and constructive performance evaluations.
Manage the timely and accurate processing of policy administrative changes.
Address staff and client or policyholder inquiries regarding the policy administration process.
Manage overall operations in an insurance setting and implement policies that support cohesive company operations.
Review company performance to identify ways to improve employee and departmental efficiency.
Connect with client companies to ensure employees communicating with policyholders represent the company favorably.
Identify and minimize threats as part of ongoing risk management.
Manage collected data and create user-friendly reports that help executives identify progress, regression, and fluctuations in output.
Review insurance policies to confirm policyholder needs are being addressed.
Manage quality control exceptions to identify trends and improvement opportunities.
Control company finances to maintain correct budget allocation to departments.
Ensure adherence to company policies, state regulations, and audit requirements.
Identify workflow inefficiencies and implement operational improvements.
Use operational metrics and performance data to support decision-making.
Lead organizational change and implement operational initiatives.