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Operations Team Lead

1 month ago

Urbandale, United States Association Member Benefits Advisors, LLC Full time
Job DescriptionJob DescriptionDescription:

JOB SUMMARY: The Client Delivery Team Lead is responsible for guiding and supporting the team to achieve departmental goals through effective communication, training, and motivation. This role involves ensuring service quality and compliance, managing workloads, and handling escalated customer issues. The Team Lead also plays a crucial role in continuous process improvement and maintaining up-to-date procedures.


DUTIES AND RESPONSIBILITIES:

• Provides assistance to the team by answering daily questions, providing ongoing developmental training to team members, encouraging self-directed research, and providing team motivation to meet departmental goals.

• Engages in interactive communication with each team member, promoting and encouraging a positive team atmosphere.

• Focuses on continuous improvement of the team, identifies the need for ongoing training, and provides recommendations to management.

• Monitors workload and file distribution to maintain required service levels.

• Handles reporting of key performance indicators and other business metrics.

• Audits and monitors employee functions to ensure the quality and timeliness of processes.

• Aid staff in reviewing applications and regulating departmental workload.

• Provides backup to the supervisor, as necessary.

• Addresses escalated requests and work pieces related to complex customer situations keeping supervisor aware of situation and providing documentation.

• Ensures that all regulatory, compliance and transparency requirements are met and complies with all internal policies and procedures.

• Creates and updates standard operating procedures for processes and systems within the department.

• May attend meetings with other departments to resolve issues and provide updates to the team.

· Other duties as assigned.

Requirements:

QUALIFICATIONS:

  • Highschool diploma required; college degree or 5+ years related experience preferred.
  • Property & Casualty license required. If not licensed, must be able to obtain within one year of employment.
  • Insurance or customer service experience is required.
  • Excellent written and verbal communication skills
  • Demonstrates critical thinking.
  • Ability to work well in a team environment.
  • Excellent organizational and time-management skills with ability to multitask.
  • Detail oriented to ensure accuracy.

PHYSICAL REQUIREMENTS:

  • Prolonged periods of sitting at a desk and working on a computer
  • Continually required to utilize hand and finger dexterity.
  • Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.