Assistant Manager, Operations

The Clearance Service Center processes new line submissions, validates licensing, communicates with agents and supports underwriting on these and various other activities as needed. The Clearance Assistant Manager is an entry level management position responsible for the management and oversight of the Processing Service Representative (PSR) and policy administration for our commercial insurance products ensuring a good quality product is processed in a timely fashion.  Position will be in Phoenix, Arizona.

Responsibilities/Job Duties:

Manages a small number of team members’ work activities on a day-to-day basis including the management and assignment of work inventory.  Prioritizes and ensures the accuracy of work being performed, answer questions and resolves problems, and provides overall support to the PSR staff. Ensures accurate and timely product delivery. Operates within the Operations Center’s established workflows, guidelines, and procedures.

Provides direction and support to improve technical skills, business acumen, and competencies of employees to drive business results. Regularly communicates business priorities, employee/unit results, Centralized Processing initiatives, and pertinent information via meetings, employee discussions, and email.

Proactively identifies and addresses performance deficiencies and applies the appropriate resolution. Ensure employees understand performance expectations through on-going performance coaching and timely completion of goals/performance reviews/development plans. Retain and develop top performers.

Analyzes workflows, procedures, and systems for continuous process improvement. Identifies and resolves process deficiencies and quality control issues across the team. Assists with reporting and Quality reviews. Develops new methods and/or approaches to achieving business objectives.

Interacts with Home Office operations, Regional Operation Managers/Supervisors, and Underwriting Centers to help resolve problems and manage service level agreements (SLAs) pertaining to average handling time (AHT), production, utilization, and quality.

Balances demands with team skills and work capacity; reacts quickly to and manages changing competing priorities.

Bachelor’s degree or relevant work experience 

Strong leadership and customer service orientation 

Demonstrated sound creative analytical and problem-solving skills 

Strong interpersonal, verbal, and written communication skills. 

Insurance experience is a plus 

Proficient in general computer skills as well as Microsoft products.