Senior Director Advanced Markets Operations

Primary Duties & Responsibilities

• Create, implement, and monitor a three to five-year contact center strategy.
• Create and maintain a culture of high quality and continuous improvement.
• Develop and implement strategies to achieve department and company client experience objectives.
• Develop and maintain effective communications with customers regarding all aspects of service.
• Develop and implement service recovery and concierge services.
• Direct, develop, and provide guidance to Assistant Directors and Managers in operational matters.
• Leverage relationships across departments to ensure customer service representatives are knowledgeable about relevant products.
• Drive implementation of best practices for hiring, training, and retention across contact centers.
• Participate in company-wide projects and analyze the impact of process and system changes.
• Maintain peer and industry relationships and incorporate innovation and best practices into the strategic direction of the company's contact centers.

Qualifications

• Bachelor's degree in business or related field.
• Minimum of ten years of progressively responsible level experience, including expertise in operations and/or designated investment products.
• Comprehensive understanding of customer service environments, large-scale contact center operations, and contact center technologies.
• Solid understanding of the insurance business, including field relations, servicing functions, billing and collections, and client data maintenance.
• Strong negotiation skills and ability to think creatively to find solutions.
• Demonstrated superior written and verbal communication skills with ability to build rapport and gain acceptance at all levels.
• Demonstrated ability to independently analyze and solve complex business problems.
• Demonstrated knowledge in process improvement, Lean, Continuous Learning and Improvement, or similar methodologies.
• Requires Series 6 and 26.

Skills

• Escalation Management
• Prioritization
• Strategic Vision & Planning
• Talent Development & Planning
• Change Adaptability
• Business Influence
• Analytical Thinking
• Client Advocacy
• Data Security
• Customer Service Mindset
• Accountability
• Talent Development & Planning
• Attention to Detail
• Root Cause Analysis & Decision Quality
• Adaptive Communication
• Business Influence
• Quality Acumen
• Policy Inquiries & Complaints Management
• Teamwork

Benefits

We offer a competitive compensation range starting at $144,000.00 with a potential end range of $216,000.00. Our geographic specific pay structure for California, New York City, and other eligible locations ranges from $158,400.00 USD to $237,600.00 USD. Additionally, we provide flexible work schedules, concierge service, comprehensive benefits, and opportunities to join our Employee Resource Groups.