Support Services Lead Date: Dec 13, 2024 Location: Webster, MA, US Company: MAPFRE At MAPFRE, our commitment to care is not just our purpose; it’s the driving force behind everything we do. We care about the things that resonate with the needs of our employees, our customers and the community. + For Employees: We cultivate an inspiring and dynamic workplace where collaboration and innovation fuel the success of our high-performing teams. + For Customers: In addition to being Massachusetts’ #1 home and auto insurer, we provide unmatched peace of mind to our customers across the U.S. + For the Community: Our culture of care extends to impactful community engagement and environmental initiatives locally and globally. This is who we are at MAPFRE, and we invite you to be part of a movement that cares deeply and acts boldly. Together, we make a difference. **Job Summary** Responsible to follow established procedures to review, verify and process incoming insurance-related documentation. Assists in supervising staff members by managing weekly scheduling and workflow and answering questions on work related issues. Proven analytical skills needed to analyze productivity and adjust where needed for PTO and BCP continuity planning. Coordinate and monitor the timely and accurate completion of the department’s responsibilities. **Hours** Monday through Friday, 8:00 a.m. to 4:30 p.m. ET **Knowledge, Skills and Abilities** **Education:** Associates Degree or Technical or specialized knowledge or equivalent, related experience. **Experience:** Demonstrated ability to work effectively and efficiently in a high-volume, fast-paced environment while leading a team of individuals. Supervisory experience helpful. **Knowledge:** Solid understanding of general and technical parts of the job. Strong time management skills. Able to meet deadlines. **Decision Making:** Makes decisions within position standards. Applies guidelines and procedures that require some interpretation in dealing with exceptions. Work requires judgment to select among multiple potential pre-defined courses of action. Able to develop and/or update departmental procedures and pivot based on workflow and business needs. **Supervision Received:** Able to work independently and with minimal supervision for routine work. Detailed or specific instructions may be given for new activities or assignments. **Leadership:** Demonstrates leadership in group, team or project. Assist management in directing staff on workflow changes. Manage PTO requests based on workflow and team criteria. May provide guidance and training to less experienced staff. May be asked to assist other Team Leads, as needed. Experience with managing employee conversations and documenting as needed. **Problem Solving /Operations/Direct Work Involvement:** Applies knowledge to help solve moderately complex problems requiring independent thinking with direction. **Client Contacts:** Contacts other departments and or external organizations or parties frequently. Contacts involve obtaining or providing information on matters which may be sensitive and or complex to interpret. **Additional Knowledge, Skills and Abilities** Excellent oral and written communication skills. Excellent organizational and multitasking skills. Ability to make good business decisions. Strong PC navigation skills. Microsoft Excel and Word skills required to create and maintain unit reports and templates. Completion of accounting, business, INS21 or INS22 and other insurance classes is desirable. Experience with project work and testing. Ability to read color-coded and/or number-coded materials and documents is necessary Thank you for considering MAPFRE Insurance as part of your career journey. We're proud to be rated "A" (Excellent) by A.M. Best Company. We offer property and casualty insurance, working with over 3,000 independent agents and brokers in 11 states.  If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at talentacquisition@mapfreusa.com . _We are proud to be an equal opportunity employer._ **Nearest Major Market:** Worcester **Job Segment:** Recruiting, Call Center, Human Resources, Customer Service Apply now »