Sr. Manager, SMS & Technical Solutions

JOB DESCRIPTION

The Sr Manager in Sircon Managed Services (SMS) plays a critical role in creating and maintaining an effective and efficient business process outsourcing operation. The focus of this technical leadership role will be to drive automation and the foundational technical systems including Sircon, ImageRight, telephony and other technical capabilities and initiatives. In addition, this role will manage new customer and offboarding operational delivery and technical enablement.

Core Responsibilities:

Essential job functions included but are not limited to the following:

·       Builds a culture of excellent customer service.

·       Develops quality programs for consistent delivery of services and provides a mechanism to review continually.

·       Ensures processes and operations are consistent and standardized across all teams to maximize effectiveness of the overall operation.

·       Ensures service is provided with highest quality, while meeting compliance, regulatory, and contractual obligations.

·       Ensures resources and teams are allocated appropriately to meet the needs of the business.

·       Understands SMS capacity and plans for new sales and where new work can be absorbed.

·       Builds training framework to ensure effective onboarding of new employees and ongoing training is in place to grow the next generation of talent within SMS and DCM.

·       Coaches, develops, and grows leaders so they are effective in engaging people, managing process, and delivering quality results.

·       Reviews and resolves customer issues that have been escalated and determine process changes needed in order to mitigate future occurrences.

·       Maintains a full understanding of SMS contractual commitments, scope of work, financial impacts, and commitments.

·       Able to successfully implement and maintain standards against the SMS Governance Model Maturity.

·       Develops and implements forward thinking, technical and automation recommendations that align with SMS and Support objectives. 

·       Provides technical guidance to internally and externally. 

·       Collaborates with the team to educate and train employees on how to best technically implement and integrate solutions. 

Knowledge, Skills and Abilities:

·       Sets direction and drives accountability to accomplish department goals and deliverables.

·       Problem solver and decision-maker.

·       Detail-oriented and organized.

·       Confident communicator and able to work collaboratively at all levels, internally and externally.

·       Customer-centric.

·       Leads and manages change within their area of responsibility as well as across the business. 

·       Passion for technology.

·       Maintains industry and product expertise and proliferates, internally and externally. 

·       Loves to collaborate with their peers, designing pragmatic solutions. 

·       Excellent analytical, research, documentation, project planning and implementation skills. 

·       Ability to adapt and willingness to learn new technologies and techniques. 

Core Qualifications:

·       Bachelor’s degree preferred.

·       A minimum of 10 years of experience and demonstrated success in building and engaging high performance teams and inspiring and developing people.

·       Strong technical background to implement and support operational platforms including Sircon products, document imaging/work management and process automation.

·       Advanced understanding of compliance as it relates to the insurance and securities industries. Insurance industry experience is required.

·       Advanced knowledge of DCM products and SMS Services and how they help meet customers' business needs across all customer teams is required.

·       Knowledge of Imageright helpful.

·       Experience leading technical strategies of web delivery platforms, products, and services.

·       A background in software development or professional services is preferred.

·       Lean Six Sigma or PMP certification a plus.

Additional Requirements and Details:

·       25% Travel required for occasional customer visits, conferences, training etc.

·       Located and working from an office location when required.

·       Occasional lifting and/or moving up to 10 pounds.

·       Frequent repetitive hand and arm movements required to operate a computer.

·       Specific vision abilities required by this job include close vision (working on a computer, etc.).

·       Frequent sitting and/or standing.