المسمى الوظيفي

About the Role

We are seeking an experienced Group Manager to lead daily operations for a team within a contact center or insurance operations setting, specifically supporting Property & Casualty (P&C) insurance. This position entails managing key performance metrics, coaching frontline personnel, and fostering operational excellence to achieve both client and business goals.

The successful candidate will direct capacity and resource planning, identify opportunities for process enhancement, and collaborate closely with support divisions such as Training, Quality, Risk, Transformation, Workforce Management (WFM), and Human Resources (HR). The role emphasizes building an inclusive, high-performing culture and delivering exceptional customer service.

Key Duties and Responsibilities

Lead multiple teams including internal staff and external vendors, promoting a culture of performance, inclusion, and engagement through values-led leadership and cross-cultural collaboration.
Collaborate with clients, vendors, and internal stakeholders to align operational objectives with business priorities, ensuring seamless, personalized customer experiences.
Develop and implement unit-level strategies by setting performance targets, resolving escalated issues, and devising long-term improvements to enhance satisfaction and operational efficiency.
Manage staffing levels and capacity planning to meet service level agreements while adjusting for variability in demand.
Work in partnership with supporting teams such as Training, Quality, WFM, Risk, and HR to close capability gaps and champion continuous operational improvements.
Oversee performance management across teams, including conducting reviews, coaching, talent development, succession planning, and recommending promotions or recognition aligned with business goals.
Conduct periodic business reviews providing analytical insights on key performance indicators, team outcomes, and areas for improvement.
Uphold accountability and continuous improvement by ensuring adherence to processes, compliance, and standard operating procedures.
Implement HR policies consistently and support employee engagement, conflict resolution, and career growth initiatives.

Supervisory Duties

This position involves supervisory responsibilities over teams and vendor partners.

Qualifications and Experience

Minimum of 5 years managing insurance operations or call center environments.
Bachelor's degree or equivalent professional experience.
Possession of a Property & Casualty license is advantageous but not mandatory.

Skills and Competencies

Strong proficiency with Microsoft Windows-based computer systems.
Demonstrated ability to handle confidential information professionally.
Excellent organizational and communication capabilities, both written and oral.
Sound understanding of economic principles, budgeting, and accounting fundamentals.
Experience in candidate interviewing, assessing customer service or sales skills, and making hiring recommendations.

Compensation Details

The anticipated salary for this role ranges from $80,000 to $110,000 annually, varying by geographic location, experience, education, certifications, and expertise. Additional compensation such as performance bonuses, incentives, or commissions may apply but are separate from base pay.

Benefits

Comprehensive medical, dental, and vision insurance plans.
Paid time off (PTO) benefits.
401(k) retirement savings plan with company matching contributions.

Diversity and Inclusion

Our company is an Equal Opportunity Employer, committed to fostering diversity and creating an inclusive work environment. Employment decisions are made without regard to race, color, religion, sex (including pregnancy or related conditions), sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other protected status by law. Reasonable accommodations are available for individuals with disabilities and sincerely held religious beliefs throughout the hiring process and employment.

Operations Manager