Manager, Operations

2 weeks ago

Richmond, United States Allianz Partners Full time

Join our team as a **Manager, Operations **responsible for ensuring exceptional quality across our US Medical Assistance operations team.

You will lead efforts to analyze performance data from customer contacts and claims, driving improvements based on insightful analyses.

You’ll coach teams on best practices, policies, and process enhancements. Collaborate to identify areas for enhancing customer experience and streamlining claims processes. Your role will involve administering customer surveys and analyzing statistically significant samples to guide ongoing quality enhancements.

This is an exciting opportunity to spearhead quality initiatives and contribute to our operational excellence.

**WHAT YOU WILL DO**

**People management tasks (60% of time)**
- Foster team engagement and morale to drive productivity and quality within the department.
- Implement and oversee attendance tracking procedures to ensure operational efficiency.
- Drive departmental quality and productivity initiatives to meet established goals.
- Manage notification and IT ticketing systems to address operational needs promptly.
- Provide floor support and address associate inquiries to maintain a positive work environment.
- Conduct associate focus sessions to gather feedback and enhance team performance.
- Handle disciplinary actions including verbal warnings, written notices, and final actions when necessary.
- Conduct performance reviews to assess and develop team members.
- Administer ACE Awards program to recognize outstanding team contributions.
- Manage payroll activities and Oversee PTO (Paid Time Off) management processes
- Manage staffing needs, terminations, transfers, and promotions following company policies and procedures.

**Business Process and KPI Management (40% of Time)**:

- Maintain inventory management for claims and call assessments, supporting operational requirements.
- Prepare detailed reports and analyses to assess claims and customer contact quality.
- Participate in Voice of Customer forums, gathering insights and feedback to provide actionable recommendations for enhancing quality and customer satisfaction.

**Additional Responsibilities**:

- Collaborate across departments to optimize processes and meet organizational goals.
- Stay current on industry trends and best practices in people management and operations.
- Support senior management by participating in special projects and initiatives as assigned.

**WHAT YOU WILL NEED**
- Associate’s degree in related field or combination of relevant education and work experience
- Three (3) years’ experience in a customer-focused call center and claims environment
- Two (2) years’ management experience
- Knowledge of Peoplesoft and MS Teams is preferred
- Demonstrated experience in claims processing procedures, including understanding of industry standards, regulations, and best practices.
- Proven ability to lead and manage a team effectively, with skills in process optimization, performance management, and driving continuous improvement initiatives within claims operations.

| Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

Great to have you on board. Let's care for tomorrow.

Note: Diversity of minds is an integral part of Allianz’ company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.

LI-SB1

LI-Remote

**Job Level**:

- Professional

**Location**:

- Richmond, VA, US, 23233**Area of Expertise**:

- Operations

**Unit**:

- Allianz Partners

**Employing Entity**:

- AGA Service Company

**Job Type**:

- Full-Time

**Remote Job**:

- Remote working

**Employment Type**:

- Permanent

**ID**:

- 47289

**Position Cluster**:

- Non-Executive

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