Operations Support Specialist

For over 107 years, Penn National Insurance has been a trusted partner to individuals, families and businesses because we are a mutual insurance company where service and support for our policyholders are at the heart of everything we do.

We market our products through a network of 1,200 independent agency operations in 13 states.

We are seeking a Operations Support Specialist responsible for designing, developing, coordinating and implementing automated & non-automated solutions that resolve operational problems and maximize the benefits derived from business opportunities. Responsibilities include managing projects that are crucial to achieving operational and strategic initiatives; such as enhancing service, improving productivity, increasing quality and maintaining profitability.

This is a hybrid role reporting to the Harrisburg, PA office.

POSITION COMPETENCIES

• Business Acumen

• Negotiation

• Results Oriented

• Time & Priority Management

• Decision Making

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Creates detailed business requirements, using the best combination of text, diagrams, models, matrices, etc, to develop and implement solutions to business needs.

• Participates in outlining and creating post production methods of validating the return on investment of implemented enhancements.

• Provides training and assistance to staff on new and enhanced systems, workflows and processes.

• Develops job aid materials, procedures, workflows, user manuals, training guides, presentations and other documentation regarding planned and strategic projects.

• Creates test plans, test matrices, acceptance criteria and use cases, to validate and verify the developed solutions.

• Coordinates the testing efforts on assigned projects.

• Participates in division audit review functions and activities.

• Identifies, develops and integrates new and existing operational and strategic initiatives, including: quality, service, productivity, profitability, management information and expense management.

• Develops strategies and proposals to meet and solve operational challenges and issues.

• Conducts market research for new vendors and systems, in regards to identifying solutions to business issues.

• Using a variety of tools and techniques completes research and analysis into defined business issues, to gather the information that is needed to develop solutions.

• Develops and proposes operational solutions, prioritizes requirement components, researches and analyzes costs, benefits and risks of proposed solutions.

• Designs and creates ad hoc reports for the purpose of making business decisions.

• Troubleshoots and resolves production issues/problems.

• Defines project tasks and resource requirements.

• Identifies project risks and mitigation strategies.

• Assists with coordinating and monitoring the costs of assigned projects.

• Manages conflicts and negotiates to maintain consensus on solution scope, time, and cost.

• Creates and maintains project timelines and work plans.

• Defines project tasks and resource requirements.

• Defines roles and responsibilities for assigned resources.

• Directs & supports project teams including both on site resources and external resources.

• Tracks, monitors and controls project deliverables and creates status reports for stakeholders.

• Initiates preventative / corrective measures to ensure assignments stay on track.

ADDITIONAL RESPONSIBILITIES

• Assists division in the budgeting process.

• Selects best approach to complete assignments and gains buy in on approach for each assignment.

• Uses sound logic, data and analytics to justify and recommend solutions. Heavily influences final decisions.

• May manage the day-to-day duties of production support team members or project team members, to possibly include providing input on their performance.

• Performs other duties as may be assigned by the supervisor/manager

SPECIAL RELATIONSHIPS

• Direct contact with both internal and external resources

− Internally: Penn National employees including those within business and technical units, line and staff operations, and executives

− Externally: agents, vendors, state agencies, and customers

• Ability to interact with all levels of authority within the organization.

• Ability to be sensitive and effective in both listening and communicating with end users

QUALIFICATIONS

Education/Credentials

• Associates’ degree preferred

• Continuing education in insurance related courses preferred

Experience

• Minimum of 3-years’ experience in a business environment, in a technical or analytical role; insurance industry preferred

Technical/ Professional Knowledge

• SharePoint and Azure Dev Ops

• Demonstrated research, and problem-solving skills

• Proficiency in utilizing data and analytics in making business decisions

• Effective verbal, written and listening communication skills, for exchanging routine and non-routine information with people inside and outside of the company

• Excellent inter-personal skills that build, maintain and foster productive relationships to assist in meeting goals and achieving results, with the ability to effectively direct and coordinate the activities of others within a designated project or team

• Excellent training and presentation skills

• Proficiency with personal computers, spreadsheets Microsoft Office Suite and database software

• Demonstrated knowledge of insurance industry systems and division specific technology

• Effective customer service skills, with the ability to meet customer initiated deadlines

• Must possess effective negotiation skills, with the ability to tactfully explain and defend decisions while maintaining and promoting positive business relationships

• Effective decision making and critical-thinking skills

• Must be able to successfully manage tasks and projects with aggressive deadlines and time sensitivity

• Demonstrated ability to interpret and apply standard practices, procedures and other established business principles and guidelines

• Must have a strong sense of urgency while maintaining accuracy in work product

• Must be organized and detail oriented, with the ability to adapt to change

• Must be able to work independently or as part of a group

The compensation has been carefully determined by considering a variety of important factors, including skill sets, experience, training, and certifications. With these considerations in mind, the estimated hiring range is $75,000 - $103,000. Additionally, you may be eligible to participate in our annual incentive program, depending on your eligibility under the plan.

JOB REQUIREMENTS (as required by ADA – Americans with Disabilities Act)

• This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.

• Must be able to perform computer-based tasks and access digital information necessary for job duties, including through the use of assistive technologies.

• Must be able to complete computer-based tasks and utilize office equipment as needed to perform essential job functions.

• Must be able to access and enter information accurately using automated systems.

• Must be able to communicate effectively with internal and external clients using telephone, electronic, or other communication systems.

• Must be able to present information to individuals and groups.

• Must be able to interpret and apply concepts that may or may not be based upon established guidelines.

• Must be able to maintain acceptable attendance and adhere to scheduled work hours.

• Must have a valid driver’s license and be able to operate a motor vehicle.

• Must be able to travel, with overnight stays required.