Position Overview
The Head of Insurance Customer Service and Operations will be responsible for delivering the customer service levels needed to achieve our enterprise growth and performance goals. This leader will bring extensive experience and confidence in developing an enterprise service culture where the current and future needs of our customers are well understood and plans to close our gaps are developed and implemented. The successful candidate will manage a diverse insurance service and operations team, overseeing both insourced and outsourced operations. Responsibilities include managing end-to-end customer-facing services such as onboarding, enrollment, billing, remittance, claims, and customer service across all lines of business. Additionally, this leader will be accountable for vendor management, strategic planning, service management, performance management, and operations improvements.
The lines of business this leader will be responsible for include accident and health excess of loss, stop loss, and supplemental products (accident, hospital indemnity, critical illness, life, short term disability) and property and casualty lines including cyber and errors and omission. They will collaborate with business segment profit/loss leaders to deliver the service levels needed to achieve our enterprise growth and performance goals. This executive will also oversee the infrastructure and systems crucial for delivering effective services and supporting business growth.
This position will report to the President & CEO
Essential Elements
- Customer Service- Create a culture of customer focus within the enterprise. Lead and manage all customer facing activities that are integral to the customer experience, including customer enrollment and on-boarding, policy issuance, billing, remittance, claims, and service.
- Operations- Lead the development and implementation of technology and process improvements to reduce administrative costs, make it easier for customers to do business with us, and enhance capabilities to continue to grow in the respective markets.
- Vendor Management- Lead and manage outsourced service partners to achieve overall enterprise service vision including the delivery of expected services, service levels, security, and other requirements.
- Strategic Planning- Develop, communicate, and execute the service and operations strategy including the development of annual and multiyear budgets.
- Service Management- Partner with business segment profit/loss leaders to deliver the service levels and functions needed to achieve our enterprise growth and performance goals.
- Performance Management- Set, monitor, and achieve the service standards and metrics needed to achieve enterprise growth and performance goals and regulatory compliance standards including dashboards and early warning systems.
- Leadership Development- Identify and support the growth and development of the next generation of leaders
Requirements
Education and Certifications
- Bachelor’s degree or commensurate experience required.
- Six Sigma or commensurate process improvement certifications preferred (green or higher)
Experience
- 10-15 years of experience in a group insurance environment required.
- Strong understanding of the full breadth of services and capabilities within a group insurance environment required.
- Customer service experience with a proven track record in managing complex service and operational initiatives required.
- Experience with accident and health insurance products required.
- Experience with casualty insurance products preferred.
- Knowledge of relevant regulations pertaining to insurance operations required.
- Proven track record in managing complex service and operational initiatives preferred.
- Prior experience managing and growing diverse teams preferred.
- Effective problem-solving skills, with the ability to analyze complex issues, identify root causes, and consider a wide range of alternatives before acting required.
- Ability to multi-task and demonstrate flexibility while maintaining attention to detail required.
- Exceptional people leadership skills to influence management decisions and collaborate at all levels required.
- Strong oral and written communication skills required.
- Strong negotiation and influencing skills required.
- Strong analytical skills to assess the effectiveness of business operations required.
Travel Required
- Domestic travel up to 25%
BCS Core Competencies
Customer Focus, Action Oriented, Courage, Learning on the Fly, Informing, Results Driven
Job Type: Full-time
Pay: $200,000.00 - $215,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Vision insurance
- Work from home
Experience level:
Shift:
Weekly day range:
Work setting:
Education:
Experience:
- group insurance: 10 years (Required)
- accident and health product: 10 years (Required)
Ability to Commute:
- Oakbrook Terrace, IL 60181 (Required)
Ability to Relocate:
- Oakbrook Terrace, IL 60181: Relocate before starting work (Required)
Work Location: Hybrid remote in Oakbrook Terrace, IL 60181