Manager - Agency Services
Core
Lead and develop a team responsible for delivering efficient, compliant, and high-quality service to customers across multiple distribution channels.
Role type
Manager - Agency Services
Builds
Customer service operations and service delivery workflows
Domain
Insurance industry operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, KPI and SLA management, workforce management, budget management, vendor relationship management, process improvement, compliance oversight, strategic planning, multi-site team coordination
Preferred skills
Insurance industry experience, experience managing KPIs/SLAs/planning/workforce data, travel readiness
Technologies
None explicitly stated
Responsibilities
Lead, coach, and develop Agency Services team members; Monitor and evaluate individual and team performance; Identify high-potential employees and support talent development; Review systems and processes to identify efficiency opportunities; Manage customer service issues and process improvements; Manage the department budget; Build internal and external relationships including vendor management; Lead and engage employees across multi-site and remote locations; Reinforce operational and internal control processes
Seniority
Manager, people leadership & operational oversight