What are the responsibilities and job description for the Personal Lines Service Center Operations Unit Manager position at Ohio Farmers Insurance Company?
The Personal Lines Service Center Operations Unit Manager is responsible for providing daily direction, motivation, coaching and communication to Service Center staff to ensure that customer calls are answered in a timely, efficient and knowledgeable manner. The role oversees and handles the performance and development of the staff. The role develops new business opportunities/sales efforts for the Service Center and relationship management for existing Service Center agency customers. The role also establishes budget for this profit center in accordance with corporate guidelines, manages the expenses throughout the year and provides reforecasts and variance explanations as needed.
- Supports and supervises Service Center staff to ensure adherence to company standards for quality and performance. Troubleshoots issues involving agencies, customers and carriers. Ensures that all elevated issues are documented and handled expeditiously.
- Serves as a strategic partner to build, grow, and maintain profitable and long-lasting relationships with carrier employees, current and potential agencies, and individual customers.
- Oversees development and implementation of business processes in an environment of continuous improvement that maximizes efficiency. Tracks and reports business analytics for quality, efficiency, productivity, and compliance.
- Assists with training licensed agents and support staff on existing, revised, and new processes, customer service guidelines, and best practices.
- Oversees and handles routine customer service functions such as inquiries/changes, new business processing, quoting, troubleshooting and providing insurance advice to customers.
- Provides backup/overflow capability for team and attends company/industry training and networking functions as appropriate.
- Assists in implementation of new agencies, training of agency personnel and other agency relationship management as assigned. This includes maintaining relationships between agency, carrier and Service Center.
- Owns accountability for talent management and navigation of employee related issues that impact morale and work environment to ensure a high performing team including hiring and selection, succession planning, performance and compensation management, and employee development and career coaching as required. Manages priorities and workload distribution and removes barriers that impede progress.
- 7 -10 years of experience in Sales, Business Analysis, Customer Service or a related field.
- Bachelor's degree in Business, Sales or a related field and/or commensurate work experience.
- Property Casualty Agent License (to obtain within 6 months of employment)
Location
Remote
Behavioral Competencies
- Collaborates
- Communicates Effectively
- Customer Focus
- Decision Quality
- Nimble Learning
- Builds Effective Teams
- Business Insight
- Develops Talent
- Directs Work
- Ensures Accountability
- Manages Complexity
Westfield celebrates diversity and is committed to inclusion. All qualified applicants receive consideration for employment without regard to race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, or status as a protected veteran.
