Senior Director Advanced Markets Operations
Core
Develop and monitor a 3-5 year contact center strategy for Advanced Markets to ensure financial representatives and policyowners maintain a favorable view of the brand.
Role type
Senior Director, Advanced Markets Operations
Builds
Integrated client service interactions including billing collection, beneficiary title, and client data maintenance
Domain
Insurance / Financial Services
Deliverable
client delivery
Required skills
Strategic vision & planning, talent development & planning, escalation management, business influence, analytical thinking, change adaptability
Preferred skills
Process improvement methodologies (Lean, Continuous Learning), negotiation skills
Technologies
Contact center technologies
Responsibilities
Develop comprehensive strategies to achieve field and client experience objectives; direct resources for service delivery, talent management, budgeting, and staffing; lead service recovery and concierge services; guide Assistant Directors and Managers; resolve service level gaps; drive implementation of best practices for hiring, training, and retention.
Seniority
Senior Director, strategic leadership & people management
