What are the responsibilities and job description for the Customer Operations Manager position at Staff Financial Group?
The Customer Operations Manager (Insurance) is responsible for driving operational excellence across 2 divisions, leading a cohesive, positive team member work experience. This role leverages analytics and uses technology and process to continuously optimize workflows. The ideal candidate is a strategic and inspiring leader who will elevate the overall client and employee experience.
Responsibilities include:
Leadership & Development
- Invest in and develop service team leaders & functional leaders embracing leadership foundational teachings
- Foster a culture of a highly engaged workforce
- Regularly communicate the vision and service team connection to our future
Operational Leadership
- As a member of the executive leadership team, implement strategic initiatives in accordance with company's priorities
- Lead consistent operating standards across service departments
- Provide leadership and alignment across operational support functions including data analytics, quality control auditing, training, and workflow optimization resources
- Representing the brand, manage service operations vendors
- Establish and monitor KPIs to drive, accuracy, client delight and service standards of excellence
Analytics & Reporting
- Oversee operational reporting, analytics, and performance insights to support data-driven decision-making
- Confidence interpreting leading & lagging indicators
- Utilize dashboards and reporting tools for actionable insights
- Applied Epic experience preferred
Client Experience
- Ensure service operations deliver a consistent, high-quality client experience, as measured through retention rates
- Balance operational efficiency with a relationship-driven service model
Qualifications:
- Align with company values
- 12-15 years of operations leadership experience, preferably
- Experience managing leaders of leaders and a strong track record in growing people
- Strong analytical skills
- High level of technical proficiency ( CRM, workflow tools)
- Proven success in growth environments, leading process improvement and systems implementation
- Strong EQ and communication skills
Please send your resume to Andree@Stafffinancial.com for immediate consideration.
Please send your resume to Andree@Stafffinancial.com for immediate consideration.
Salary : $100,000 - $140,000