Senior Manager of Insurance Customer Operations
1 week ago
About Ethos Life
Ethos Life is dedicated to simplifying the process of obtaining life insurance for families across the nation. Our innovative approach combines industry knowledge, cutting-edge technology, and personalized service to ensure that families find the ideal policy to safeguard their loved ones.
Utilizing advanced technology and data analytics, we streamline the life insurance journey, transforming a traditionally lengthy process into a swift digital experience that can be completed in mere minutes. We have successfully issued billions in coverage monthly, breaking down the conventional barriers and modernizing the industry. Our comprehensive technology platform serves as the foundation for family financial security.
We are committed to making life insurance more accessible, efficient, and beneficial for everyone.
Our esteemed investors include General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, SoftBank, and notable figures such as Jay-Z, Kevin Durant, and Robert Downey Jr. We have been recognized on CB Insights' Global Insurtech 50 list and BuiltIn's Top 100 Midsize Companies in San Francisco. As we continue to grow rapidly, we seek passionate individuals to help protect the next million families.
Position Summary
Ethos Life is in search of a Senior Manager of Insurance Operations to enhance our Customer Experience team across various operational functions, including operational assessments, audit facilitation, customer service, licensing, policy modifications, and internal training. The ideal candidate will apply their extensive expertise in insurance operations to manage intricate tasks with minimal oversight from leadership. In this capacity, you will create dashboards and controls aimed at optimizing operational efficiency and auditing active policies. The perfect candidate will be flexible, quick to adapt, and enthusiastic about designing and executing our comprehensive processes as we expand.
Key Responsibilities:
- Offer support and direction to business partners in developing sales resources and required product training.
- Evaluate and assess existing policies and procedures; propose, recommend, and implement new or improved practices.
- Lead internal audit evaluations, perform payment validations, and oversee testing for portals and administrative systems.
- Manage the audit and policy status registries, identifying and documenting issues.
- Log and prioritize incidents, issues, and requests related to compliance and carrier relations, collaborating with relevant teams to resolve urgent matters and implement temporary solutions when necessary.
- Review and endorse technology and product enhancements; collaborate with product and engineering teams to ensure operational alignment.
- Provide guidance on regulatory requirements; identify potential actions for various departments.
- Compile data for reporting purposes, including reports for management, carrier partners, and internal teams.
- Assist the Compliance team and TPA Manager with HIPAA, FCRA, carrier, and other audit-related functions.
- Support team members with testing, research, and assigned projects.
- Create and maintain various dashboards essential for monitoring and reporting on quality and compliance.
Qualifications:
- Minimum of 3 years of experience in the Life Insurance sector.
- Leadership and Team Development: Proven experience in leading and nurturing teams, with the ability to inspire and motivate staff to meet business objectives.
- Compliance and Regulatory Acumen: Comprehensive understanding of industry regulations, compliance obligations, and best practices pertinent to life insurance operations.
- Strategic Insight and Problem Resolution: Capability to think strategically, pinpoint critical business challenges, and devise innovative solutions to complex issues.
- Data Analysis and Reporting Skills: Proficiency in data analysis, metric interpretation, and generating actionable insights. Familiarity with data visualization tools such as Tableau or Power BI is advantageous.
- Process Enhancement and Change Leadership: Expertise in identifying inefficiencies and spearheading process improvement initiatives. Experience with Lean, Six Sigma, or similar methodologies is beneficial.
- Customer-Centric Approach: Strong comprehension of customer needs and experience in improving customer satisfaction and loyalty.
- Risk Management Skills: Ability to identify, evaluate, and manage operational and compliance risks within insurance operations.
- Bachelor's degree in risk management, business, marketing, pre-law, or a related field, or equivalent education and experience.
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