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Team Manager

3 months ago

Quincy, Massachusetts, United States Arbella Insurance Full time

We're looking for a leader who can to contribute to the overall success of Arbella's vision in being the best property and casualty company in the Northeast region. An Arbella Team Manager is a thought leader who truly enjoys coaching, developing, and leading front line individual contributors. The Team Manager is passionate about delivering exceptional service in a changing environment that is focused on quality, innovation and efficiency. We offer an exceptional onboarding program with training, a mentor, and outstanding career growth opportunities.

The Service Center Team Manager typically leads a team of 8 to 14 individuals and works closely with all areas of Operations as well as other key stakeholders such as Underwriting, Product, Finance and IT, etc. to execute on overall business objectives ensuring an exceptional customer service experience consistent with Arbella and our agencies' brand.
Key Responsibilities

  • Identify and analyze relevant business trends and work with the Operations leadership team to problem-solve, action plan, and to determine system, process and procedural improvements.
  • Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.
  • Manage the preparation and maintenance of reports necessary to carry out the functions of the department.
  • Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, supportiveness, and working effectively together to enable each employee and the department to succeed.
  • Maintain employee work schedules, training, vacations and paid time off, cover for absenteeism and overtime scheduling.
  • Coach and develop employees to meet or exceed Arbella's expectations for productivity, quality, and key performance indicators.
  • Provide effective performance feedback through employee recognition, rewards, disciplinary action, with the assistance of Human Resources when necessary.
  • Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal interactions.
  • Recruit, select, train, coach, and develop employees to create talented teams to support sufficient staffing of highly engaged employees.
  • Build independence and empower team members to improve workflows.
  • Actively lead or contribute to initiatives and/or projects.
  • Influence and motivate others to translate vision into action.
Requirements
  • Bachelor's degree with strong leadership, communication, customer service and problem solving skills required.
  • At least 1 year of experience leading employees in an operations, call center, customer service or related department required.
  • Insurance or Financial Services experience desirable.
  • Experience with Microsoft Office (Outlook, Word, Excel and Power Point).