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Policy Administration and Process Improvement Manager

2 months ago

Bodega Bay, California, United States Ethos Life Full time
Job Overview

About Ethos Life

Ethos Life is dedicated to simplifying the life insurance journey for families. By integrating industry knowledge with cutting-edge technology, we aim to connect individuals with the right policies to safeguard their loved ones.

Our innovative use of technology and data science enhances the life insurance experience, transforming a lengthy process into a swift digital solution. We have successfully issued billions in coverage monthly, breaking down traditional barriers and modernizing the industry. Our comprehensive technology platform serves as the foundation for financial security for families.

We strive to make life insurance more accessible and efficient for everyone.

Position Summary:

As the Policy Administration and Process Improvement Manager at Ethos Life, you will spearhead a vibrant team, driving the transformation of our processes and technology to elevate customer satisfaction. You will manage the daily operations of the Policy Administration team while championing process enhancements to enrich the experiences of policyholders. The ideal candidate is a leader focused on people, with a passion for operational excellence and a talent for addressing intricate challenges. Your role will be crucial in managing a diverse product portfolio, ensuring effective processes, and nurturing a positive team environment. This position necessitates collaboration with various stakeholders, including product development, engineering, compliance, and insurance partners, to ensure seamless operations and deliver outstanding customer service.

Key Responsibilities:

  • Identify and implement process enhancements, collaborating with business partners to boost performance and create new workflows.
  • Oversee the launch and development of new insurance products, coordinating efforts with product, engineering, and operations teams, as well as insurance partners.
  • Direct the daily operations of the Policy Administration team, providing leadership and support for optimal performance.
  • Motivate and inspire the team through regular meetings, effective delegation, and management of escalations.
  • Manage resources, including scheduling and team rotations, to ensure adequate staffing levels.
  • Establish and enforce customer support and policy servicing protocols to guarantee exceptional service delivery.
  • Work with leadership to set relevant objectives and collaborate with the team to consistently meet them.
  • Engage with internal and external partners to design and implement automation, utilizing AI and advanced technologies to streamline processes and create new automated workflows.
  • Track key performance indicators, prepare detailed reports, and conduct data analysis to guide decision-making and monitor progress.
  • Act as a liaison between Policy Administration and other teams, such as Sales, Underwriting, and Engineering, ensuring effective communication and collaboration.
  • Recruit, mentor, and develop team members, fostering a positive work culture and opportunities for growth.
  • Manage Jira tickets for issues and enhancements, working closely with engineering to implement solutions.
  • Maintain a proactive stance in identifying and resolving issues, using data to support key decisions and drive ongoing improvements.

Qualifications:

  • 5+ years of experience in operations, customer support, customer success, or a related field.
  • In-depth knowledge of life insurance is essential.
  • Demonstrated experience in process improvement with a creative approach to problem-solving.
  • Strong leadership and interpersonal skills, with a proven ability to build and maintain high-performing teams.
  • Excellent written and verbal communication skills, capable of conveying messages to diverse stakeholders.
  • Proficient in Salesforce or similar support/help desk software.
  • Analytical mindset with the ability to leverage data for informed decision-making and improvements.
  • Adaptable to change and comfortable working in dynamic environments with minimal guidance.
  • Bachelor's degree preferred, but equivalent experience will be considered.

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