Team Manager - Claims Service Center

Arbella Insurance Group•Quincy, MA

19d•$67,000 - $72,000•Onsite

About The Position

We’re looking for a leader who can to contribute to the overall success of Arbella’s vision in being the best property and casualty company in the Northeast region. An Arbella Team Manager is a thought leader who truly enjoys coaching, developing, and leading front line individual contributors. The Team Manager is passionate about delivering exceptional service in a changing environment that is focused on quality, innovation and efficiency. We offer an exceptional onboarding program with training, a mentor, and outstanding career growth opportunities. The Team Manager typically leads a team of 8 to 14 individuals and works closely with all areas of Operations as well as other key stakeholders such as Claim, Product, Finance and IT, etc. to execute on overall business objectives ensuring an exceptional customer service experience consistent with Arbella and our agencies’ brand. Key Responsibilities Identify and analyze relevant business trends and work with the Operations leadership team to problem-solve, action plan, and to determine system, process and procedural improvements. Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures. Manage the preparation and maintenance of reports necessary to carry out the functions of the department. Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, supportiveness, and working effectively together to enable each employee and the department to succeed. Maintain employee work schedules, training, vacations and paid time off, cover for absenteeism and overtime scheduling. Coach and develop employees to meet or exceed Arbella’s expectations for productivity, quality, and key performance indicators. Provide effective performance feedback through employee recognition, rewards, disciplinary action, with the assistance of Human Resources when necessary. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal interactions. Recruit, select, train, coach, and develop employees to create talented teams to support sufficient staffing of highly engaged employees. Build independence and empower team members to improve workflows. Actively lead or contribute to initiatives and/or projects. Influence and motivate others to translate vision into action. Provide guidance to unit employees on Auto, GL, Property and WC claim creation and appraisal assignments Provide direction on claim setups in the different claim systems Perform other related duties as required or requested Requirements Strong leadership, communication, customer service and problem solving skills required. Ability to create and lead high-performing, engaging teams Experience leading employees in an operations, call center, customer service or claim related department desirable. Insurance, claim or contact center experience desirable. Experience with Microsoft Office (Outlook, Word, Excel and Power Point). Our current reasonable and good faith estimate of the annual salary range for this position is approximately $67,000 - $72,000 based on a variety of factors including, but not limited to, relevant skills and experience, educational background and certifications, performance and qualifications, market demand for the role and other organizational needs. Please note: The advertised pay range is not a guarantee or promise of a specific wage. Job Grade: 70C Voted Boston’s Best Place To Work by the Boston Business Journal since 2009! People stay when they love a company and its culture—and our average tenure is over 11 years! We take care of our people with the same warmth and dedication that we do our customers. There is an energy here at Arbella. We are a people-first organization, and you feel that from the moment you walk in the door. Browse open positions and find your perfect fit. Important Note: There has been a rise in employment scams using the Arbella name. Here are some points to consider if you receive a job offer from someone claiming to represent Arbella. Arbella is a New England based company, and our offices are in Massachusetts and Connecticut. We do not offer 100% remote positions. Any candidate hired by Arbella must be interviewed in-person at our home office in Quincy, Massachusetts, before a job offer is extended. Arbella will never ask for payment, personal banking details, or other sensitive information during the hiring process. If you want to check if an employment communication is legitimate, we encourage you to visit https://www.arbella.com/careers or call Arbella’s main number at 1-800-ARBELLA and ask to speak with our Human Resources department. If you or someone you know receives a suspicious job offer or communication from someone claiming to represent Arbella, please report it to the FBI internet crime complaint center at https://www.ic3.gov./

Requirements

Strong leadership, communication, customer service and problem solving skills required.
Ability to create and lead high-performing, engaging teams
Experience leading employees in an operations, call center, customer service or claim related department desirable.
Insurance, claim or contact center experience desirable.
Experience with Microsoft Office (Outlook, Word, Excel and Power Point).

Responsibilities

Identify and analyze relevant business trends and work with the Operations leadership team to problem-solve, action plan, and to determine system, process and procedural improvements.
Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.
Manage the preparation and maintenance of reports necessary to carry out the functions of the department.
Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, supportiveness, and working effectively together to enable each employee and the department to succeed.
Maintain employee work schedules, training, vacations and paid time off, cover for absenteeism and overtime scheduling.
Coach and develop employees to meet or exceed Arbella’s expectations for productivity, quality, and key performance indicators.
Provide effective performance feedback through employee recognition, rewards, disciplinary action, with the assistance of Human Resources when necessary.
Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal interactions.
Recruit, select, train, coach, and develop employees to create talented teams to support sufficient staffing of highly engaged employees.
Build independence and empower team members to improve workflows.
Actively lead or contribute to initiatives and/or projects.
Influence and motivate others to translate vision into action.
Provide guidance to unit employees on Auto, GL, Property and WC claim creation and appraisal assignments
Provide direction on claim setups in the different claim systems
Perform other related duties as required or requested