Business Process Improvement Manager - Work in Lynchburg, VA - Roanoke
Posted on: October 8, 2018
YOUR ROLE This position leads a number of teams that provide a range of services for the Customer Service Annuity Team and USLI Operations. We seek a strong leader who is driven towards achieving operational efficiency, facilitating people development, and executing an overall Service Strategy Vision. The candidate will report to the Director of Annuity Customer Service and lead our Tax Reporting and Fraud teams and will supervise the third party administration of our Variable Annuity product line. YOUR RESPONSIBILITIES Build, develop and support self-motivated teams by providing guidance/direction and coaching/feedback for improved performance; responsible for further people management activities including salary planning, performance development reviews, distribution of work assignments and team issue resolutions. Provide support to existing customers by addressing questions/concerns on existing cases that are outside normal guidelines and require exception processing. Coordinate and drive activities with both internal and external customers in order to ensure compliance with State and Industry regulations. Manage all audit requests from both internal and external auditors. Translate applicable business strategy, needs/gaps, and metrics into actionable opportunities designed to improve customer experience or realize cost savings. Develop peer, cross-functional and cross-business line relationships to facilitate best practice sharing and maximize team effectiveness. Drive process improvements based on data obtained from analyzing service trends, problem resolution data and needs/goals identified by the customer service organization. Serve as relationship manager for the day to day outsourcing activities related to post issue processes for Annuities. Scope includes, but not limited to, adherence to performance output goals, transaction processing and quality audit processes. Conduct cost benefit analysis to identify supplier/vendor productivity improvements; obtain buy-in with key stakeholders/process owners on data assumptions. Participate in on-site annual business reviews of Suppliers and TPAs, including documentation of site visit, findings and follow-up to ensure findings have been addressed. Responsible for performing administrative duties related to supplier/vendor expenses; includes payment of invoices, identifying cost variances, driving cost reductions where appropriate and communicating such information to internal stakeholders. Partner with vendors (i.e. EXL, Genpact) and internal teams to identify, improve, and in some cases, transition processes between customer groups for more streamlined post issue processing. Coordinate with Legal and Compliance to ensure procedures meet required regulatory requirements and proactively identify mitigates for potential processing errors caused by incomplete or inaccurate procedures. Coordinate with compliance teams to interpret compliance regulations and the impact on processing procedures; accurately communicates needed updates/changes in both written and verbal form. Using pre-established training modules or thru the development of new models, deliver and/or coordinate training for transaction processes, NPI processing changes and system enhancements to various audiences. May serve as a liaison between vendor (i.e. EXL) & the IT Helpdesk to initiate problem tickets. YOUR QUALIFICATIONS Bachelor's degree, or equivalent experience, in insurance or financial service industry Possess a Series 6 and Series 26, or have the ability to obtain within 6 months Demonstrated project management and process/productivity improvement skills Demonstrated leadership skills and ability to motivate teams, embrace and drive change initiatives Strong collaboration and communication skills (written/verbal) Demonstrated organization, planning and analytical skills Excellent problem solving and critical thinking skills Demonstrated ability to influence, negotiate and communicate at all levels of organization Prior knowledge of Customer Service organization legal/compliance requirements ADDITIONAL QUALIFICATIONS 4+ years progressive leadership experience leading diverse teams, or equivalent related experience Already Possess 6 and/or 26 Series License Prior experience working with Annuity Products. Superior customer service skills
Keywords: Genworth, Roanoke , Business Process Improvement Manager - Work in Lynchburg, VA - Roanoke, Executive , Roanoke, Virginia
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