Director of Operations

2 weeks ago

St Petersburg, United States Bankers Financial Full time

Centricity is a wholly owned subsidiary of Bankers Financial Corporation (BFC) and has been a leader in service and protection for over 35 years. We create and deliver comprehensive and customized programs across a range of products including service contracts, warranties, and contact center solutions.

We walk the walk: Centricity provides modern solutions in relatively old-school industries. That means we're open to finding new, exciting ways to do things. Our solutions are informed by respect for the day-to-day realities of growing a business.

We are obsessed with service: Everyone at Centricity is expected to deliver confident, patient customer service. No one is too important to take a support call. We recognize the importance of strengthening relationships at every touchpoint.

We're problem solvers: In every part of our business, we address challenges. We embrace a highly consultative approach, giving every problem - big or small - the attention it deserves. We approach issues with enthusiasm, not frustration.

Our Core values include:

Collaboration: working together is critical to achieving organizational goals.

Innovation: growth happens when we can absorb and implement new ideas that provide unique solutions and superior customer service.

Performance: we believe in providing our employees with the tools and support they need to grow, succeed, and make an impact.

Social Responsibility: we place charity and volunteer work at the core of our organization.

Trust: we build and maintain trust with our employees and clients by embodying integrity, transparency, and 'doing the right thing.'

Company Value Statements
In the performance of their respective tasks and duties, all employees are expected to demonstrate the following:

  • Acting with the highest level of honesty, trust, character, and transparency.
  • Making a unified effort to achieve the goals of the organization; embracing accountability for exceptional performance every day.
  • Commitment to excellence in reaching our full potential as individuals and as an organization, surpassing the ordinary and the expectations of our stakeholders.
  • Approaching every challenge with creative energy, discovering unique solutions to maximize success; focus on creating and delivering compelling customer value.
  • Belief in the power of a diverse workforce and in creating a positive impact on both the environment and our community.
Summary/Objective

The Director of Operations coordinates and directs the activities of the Claims, Service, and Training teams Ensures clients are effectively integrated into the Claims and Service processes. The Director of Operations will manage specific KPIs and claims budgets. This role ensures Claims and Services are meeting/exceeding goals and targets and delivering an exceptional customer experience at the best possible expense. Overall responsibility for meeting client objectives within established parameters and cost. Additionally, the Director oversees all training documentation, development, and delivery for all positions across Centricity.

Essential Functions
  • Direct the management of Claims and Service performance to meet all contractual client obligations
  • Manage Annual Claims budget to ensure achievement of forecasted spend
  • Analyze claims activity to identify trends, fraud, and areas of opportunity - report results monthly to the VP of Operations
  • Work with Executive leadership to set Claims, Service, and vendor partnership strategies in alignment with company strategic plans and goals
  • Manage national vendor relationships to ensure strong inter-company relations and partnership
  • Manage RFP process for exploring new vendor relationships to better leverage pricing, service, etc.
  • Expand service network to meet service demands and meet spending targets
  • Manage and maintain Tier One vendor documents. Attend Tier One Vendor executive meetings to present new and ongoing performance of major vendors to ERM and Audit associates
  • Manage direct reports to ensure they are meeting assigned performance targets, tasks, and project goals
  • Manage all performance targets to ensure claims and services meet targeted staffing cost budgets
  • Manage relationships with support vendors (i.e., Service Power, PlusOne, UPS, FedEx, Encompass, Marcone, etc.)
  • Hire and maintain personnel consistent with company practices
  • Achieve the highest levels of customer satisfaction through direction around internal and external quality approaches and measures.
  • Provide daily direction to your direct reports and their teams to achieve performance targets and drive employee engagement and retention.
  • Ensure Claims and Service associates receive appropriate training and resources to perform their jobs at the highest level
  • Serve as subject matter expert and support process documentation in conjunction with other functional areas as it relates to workflows, process maps, and procedures
  • In the event processes are not followed, manage the exceptions, and ensure future issues do not arise. These processes may be related to all Operational teams.
  • Direct efforts for training material design and delivery for all departments and levels of Centricity positions
  • Provide exception-level approval for high-value claims
  • Provide weekly, monthly, and ad hoc performance reporting for all assigned areas to the leadership team
  • Work with other functional teams (IT, Vendor Relations, Client Services, Contact Center) to assist with any issues that may come up related to Claims, Service, or Training teams
  • Communicate with employees on performance and/or disciplinary issues and make effective/appropriate decisions relative to corrective action within company guidelines
  • Represent the company at trade and client events
  • Provide primary responses to BBB, Department of Insurance, or other regulatory complaints or inquiries
Supervisory Responsibility

Claims Supervisor, Trainer, Instructional Designer

Travel

Up to 50% travel

Required Education and Experience
  • BA (Bachelor of Arts) in Business or related field and 5 years experience or equivalent experience
  • Experience in managing a 24/7/365 fast-paced, Omni-channel contact center providing both customer service and claims support
  • Vision and passion for delivering a best-in-class customer experience
  • Leadership skills, ability to motivate a team to achieve success and surpass goals and metrics
  • Strong analytical skills, possess an in-depth understanding of metrics, claims, and call data to effectively report on and forecast performance and trends
  • Effective communication skills, verbal and written
  • Proactively seek feedback and constructive criticism without being defensive
  • Maintain a positive attitude and rebound quickly from setbacks
  • Be self-directed, energetic, motivated, driven, and relatable to all departments and staff
  • Ability to be a team player; must successfully work independently as well as part of a team
  • The ability to develop an overall engagement strategy and work with department heads, discipline leads, and project teams to execute plans.
  • A genuine eagerness to work with mentors, and encourage and learn from a diverse and talented team.
  • Ability to think strategically at the executive level, foster change, incorporate innovation, and implement strategies throughout all levels of the organization
Preferred Education and Experience
  • Warranty, Service Contract, or Insurance Industry experience
  • Bi-lingual, Spanish-speaking
The preceding position description has been designed to indicate the general nature of the work performed; the level of knowledge and skills typically required; and the usual working conditions of this position. It is not designed to contain or be interpreted as a comprehensive, complete, or exclusive list of the duties of the position. Additional and different duties may be assigned from time to time. We are an E-Verify company.

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