Vendor Operations Support Rep (Hybrid) Date: Jan 23, 2025 Location: Webster, MA, US Company: MAPFRE **Job Summary** Serves as the primary subject matter expert, supporting the organization with our strategic partners, and service providers. Responsible for maintaining an in-depth understanding of specific processes and procedures, providing expert guidance, quality support and leading knowledge management initiatives.Works with leadership to support our fast-paced environment and assist no matter the need. This person is forward-thinking and proactively recognizes when change is needed to improve the process, policy, and ultimately the customer’s perception of MAPFRE. In this role, you need to have a strong understanding of the work environment and related KPIs. SME’s assist our partners in strengthening their expertise and assist in resolving their issues. + Participates in peer training, classroom assistance, and internal/vendor calibration sessions + Ensures consistent application of best practices, organization initiatives and maintains high standards of services within the operation. + Obsessed with the Customer Experience. Drives change and innovation with technical expertise and consistent quality evaluations. + Actively participates in group chats and supports the Help Desk. + May be required to assist internally to retain knowledge of technical procedures + Insurance Operations or Contact Center SME for IT-related projects + Partners with supervisors and managers to communicate concerns/inconsistencies and execute recommended improvements to procedures or policies. + Perform Quality Reviews on staff. Communicates what is discovered – with the operational KPIs at the forefront. + Adheres to company policies and procedures as outlined in the Human Resources Policy Guide and follows departmental and functional area standards, rules, guidelines, processes, and policies identified by management. **Knowledge, Skills and Abilities** **Education:** High School or equivalent knowledge or related experience **Experience:** 4-6 years of experience or equivalent related knowledge **Knowledge:** Limited to moderate knowledge of industry practices, standards, and concepts within field of work. Learns to apply them to the job. **Decision Making:** Learns to make decisions and recommendations for varied situations, applying judgment to interpret related information, policies, and procedures. Decisions generally impact specific tasks. **Supervision Received:** Works independently under general supervision. Work is reviewed for overall adequacy in performing tasks. **Leadership:** Works as an individual contributor. Learns the job. **Problem Solving /Operations/Direct Work Involvement:** Develops solutions to a variety of problems, typically of moderate scope and complexity. Refers to and interprets policies and practices for guidance. **Client Contacts** **:** Contacts other departments and or external organizations or parties frequently. Contacts are primarily at or below middle management levels. Communication is primarily task-related and involves creating and delivering varied types of messages and information. 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:** Call Center Representative, Operations Manager, Call Center, Help Desk, Information Technology, Customer Service, Operations, Technology Apply now »