Unit Manager, Life Insurance Customer Service & Operations - Remote
About The Position
Symetra is hiring a Unit Manager for its Life Insurance Customer Service and Operations team. The Unit Manager leads, supervises, and develops an operational unit of six or more employees to meet performance objectives, which may include time standards, quality, and production goals. The role oversees daily workflow, staffing, employee development, customer and partner issue resolution, and administrative and compliance functions. It also supports process improvements and special projects. This is a remote-first role, with flexible full-time or hybrid telecommuting arrangements. Remote employees must have an internet connection with at least 100 Mbps download and 20 Mbps upload via fiber, cable, or DSL; satellite, cellular broadband, other wireless technology, and wired dial-up are not permitted. Applicants must be authorized to work in the United States; visa sponsorship is not provided.
Requirements
- High school diploma required.
- Bachelor’s degree or equivalent work experience required.
- Excellent interpersonal and communication skills.
- Strong leadership potential, including the ability to train, mentor, and coach individuals or groups.
- Ability to manage multiple priorities in a fast-paced, changing environment.
- Ability to identify and analyze issues and trends that affect customer satisfaction.
- Previous customer service experience required.
- Previous experience in an operations environment.
- Working knowledge of common software applications and business platforms.
- Must be authorized to work in the United States at hire and maintain work authorization throughout employment.
- Remote employees must have internet service of at least 100 Mbps download and 20 Mbps upload through fiber, cable, or DSL; satellite, cellular broadband, other wireless technology, and wired dial-up are not permitted.
Nice To Haves
- Previous supervisory experience.
- Previous Life Insurance experience.
Responsibilities
- Coach, provide feedback to, and develop employees; build effective teams.
- Set clear performance expectations and hold employees accountable.
- Oversee employee training and development, make staffing decisions, build bench strength, and ensure compliance with legal and operational requirements.
- Provide team members with coaching, direction, and leadership support to achieve employee, business, and customer results.
- Motivate and inspire employees to achieve business results and celebrate successes.
- Manage daily workflow to meet Service Level Agreements and recommend appropriate staffing levels.
- Maintain appropriate records and required reports, and ensure administrative functions are accurate and comply with company policies.
- Resolve customer and partner questions and complaints.
- Define short-term goals and objectives for the work group.
- Communicate unit, department, and company goals effectively.
- Build subject matter expertise and demonstrate technical knowledge of policies and procedures.
- Manage essential support functions and special projects as needed.
- Assist with developing processes and procedural changes to improve unit and department performance.
- Perform other duties as assigned.
Benefits
- 401(k) plan with immediate vesting and company matching up to 6%.
- Paid vacation and sick time, flex days, and ten paid holidays.
- Company matching for charitable giving to support community contributions.
- Company Annual Bonus eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
