VP Care Team Operations

PRIMARY PURPOSE

To provide leadership, direction, and functional expertise on complex projects, initiatives, and daily operations for the Care Team Operations group supporting the disability and leave claims OR casualty and liability claims organization; to provide strategic leadership for assigned care team operational team and closely partner with disability and leave claims leadership team to identify and prioritize objectives focused on service delivery for assigned clients/customers.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Develops and executes strategic initiatives and procedures in partnership with claims operations leadership teams, which have substantial impact in reducing customer effort/enhancing customer experience, improving disability and leave claims handling processes, and successfully meeting business operating priorities;

• Partners with internal stakeholders to ensure overall risk, service, and administrative practices are delivered effectively.

• Directs/executes approved strategy decisions; establishes and implements priorities, performance goals, and objectives to ensure departmental results and enhance the capability for assigned area(s) of responsibility (up to 500 indirect reports).

• Promotes process improvements that significantly improve quality across the team, department, and/or business unit for assigned area(s) of responsibility.

• Ensures direct reports understand and can articulate client needs, processes, and practices of the business unit, and can deliver KPI outcomes consistent with expectations of the enterprise, business unit, and the customers served.

• Builds on existing relationships, establishes environment of trust, and inspires teamwork to encourage skill building and risk taking.

• Delivers well-structured and impactful business reports and presentations to senior and executive leadership internally and client leadership/decision makers.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES

• Performs other duties as assigned.

• Travels as required.

Supervisory Responsibilities

• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.

• Hires and establishes colleague performance development plans; conducts colleague performance discussions.

• Provides support, guidance, leadership and motivation to promote maximum performance.

• Plans for staffing needs including succession, bench-strength, and new business.

Qualifications

• Education & Licensing: Bachelor's degree from an accredited college or university preferred. Experience: Ten (10) years of contact center/customer experience related to this position to include five (5) years of comparable work experience in a leadership role and a demonstrated track record of consistently meeting and/or exceeding performance expectations or equivalent combination of education and experience required.

• Skills & Knowledge: Proficiency in current technology tools for contact center management, reporting tools, common office applications, and presentation software; Ability to drive performance targets to completion; Strong oral and written communication, including presentation skills; PC literate, including Microsoft Office products; Leadership/management/motivational skills; Ability to operate effectively and decisively in a high-level business environment; Ability to meet or exceed Performance Competencies.