Production Manager

Veteran Benefits Guide•Enterprise, NV

About The Position

The VBG Production Manager plays a pivotal role in our organization, serving as a point of expertise regarding organizational processes, procedures, and best practices for the overall operations of the Pod assigned. They are responsible for the daily flow of claims throughout the various roles within the Pods. The VBG Production Manager collaborates with the Lead Conversion Manager, Case Management Manager, Case Review Manager, and Underwriting Manager in staff management, employee concerns, processes, and embodies our organizational mission. They serve as role models and vision leaders for Pod operations staff, and their leadership is essential in ensuring all operational goals are achieved. Leadership recognizes them as a credible leader, coach, and mentor, and they are relied upon to make sound business judgments that demonstrate complex supervisory competence.

Requirements

Superlative communication skills, both written and verbal.
Effective active listening acumen.
Strong time management ability with a high capacity for task completion.
Detail-oriented with a high tolerance for repetitive tasks.
Robust leadership skillset, including experience in mentoring and coaching.
Proficient in computer skills with a typing speed of 30+ WPM.
Quick learner who can grasp, internalize, and teach new concepts.
Proficiency in Microsoft Office.
Ability to work independently on individual goals while setting and leading team goals.
Demonstrated ability to manage and support direct reports.
Professional interaction with customers and business partners.
Ability to make prompt, sound, decisive actions based on the data of complex issues.
Ability to maintain focus and professionalism in high-pressure situations.
Willingness to embrace change and implement innovative approaches and ideas.
Must maintain good attendance in accordance with the VBG attendance policy.
A minimum of 5-7 years of progressive experience in an operations or production-focused role, preferably in an industry involving claims processing (e.g., insurance, finance, healthcare).
A minimum of 3 years of direct people management experience, including hiring, performance management, coaching, and team development.
Demonstrated experience in process improvement, with a proven track record of successfully identifying and implementing strategies to increase efficiency and quality.
Proven ability to analyze performance data (KPIs), generate reports, and present findings and recommendations to senior leadership.
Bachelor's degree in Business Administration, Operations Management, Finance, or a related field.

Nice To Haves

Experience managing in a high-volume, fast-paced transactional environment.
Experience managing team leads or junior managers.
Direct experience working with cross-functional management teams to achieve shared operational goals.
Familiarity with risk management protocols and ensuring operational compliance within a regulated industry.
Master of Business Administration (MBA) or a Master's degree in a related field.
Professional certifications such as Project Management Professional (PMP), Lean Six Sigma (Green or Black Belt), or Certified Manager (CM).

Responsibilities

Oversee daily operations: Manage the flow of claims through the Pod, ensuring timely and accurate processing.
Drive process improvement by identifying and implementing strategies to streamline workflows, enhance efficiency, and eliminate bottlenecks.
Maintain quality standards: Ensure adherence to all quality guidelines and service level agreements.
Develop and implement contingency plans to proactively address potential operational disruptions.
Manage operational budgets: Monitor expenses, identify cost-saving opportunities, and maximize profitability within allocated budgets.
Forecast and project operational costs: Assist in preparing budgets, tracking expenditures, and projecting financial performance.
Ensure efficient resource utilization: Optimize the allocation of resources to maximize productivity and minimize costs.
Collect and analyze key performance indicators (KPIs): Track daily, monthly, and as-needed production metrics, identify trends, and report findings to senior management.
Prepare and present performance reports: Compile and deliver concise and informative reports on Pod performance to leadership.
Support senior management in performance reviews: Contribute to the evaluation of Pod performance and the identification of areas for improvement.
Lead and mentor team members: Provide guidance, coaching, and support to develop the skills and performance of Pod staff.
Recruit and onboard new hires: Partner with other Managers to identify and hire qualified candidates and facilitate their successful onboarding.
Address performance issues: Collaborate with other Managers to address performance concerns and develop corrective action plans.
Foster a positive and productive work environment: Promote teamwork, communication, and employee engagement.
Ensure compliance: Adhere to all company policies, procedures, and regulatory requirements.
Maintain data security: Protect sensitive information by handling confidential data with discretion and in accordance with company policies.
Identify and mitigate operational risks: Proactively assess and address potential risks that could impact Pod operations.
Collaborate with stakeholders: Effectively communicate and collaborate with cross-functional teams, including Managers, Senior Operations Managers, and other departments.
Build strong relationships: Develop and maintain positive relationships with clients, vendors, and internal stakeholders.
Demonstrate strong leadership qualities: Serve as a role model for staff, exhibit professionalism, integrity, and a commitment to excellence.
Make sound business decisions: Exercise sound judgment and make informed decisions that align with business objectives.
Continuously improve knowledge and skills: Stay abreast of industry best practices and continuously develop professional skills.