Ancillary Supervisor - Westlake Village, United States - WARNER PACIFIC INSURANCE

WARNER PACIFIC INSURANCE

Verified Company

Westlake Village, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Supervisor-Ancillary Operations

Warner Pacific

The Supervisor of Operations is primarily responsible for day-to-day supervision of the National Ancillary teams and/or employees in Ancillary Operations and their assigned work activities.

This individual is expected to devote the majority of their time to managing the performance and workload of the Department's staff including making recommendations about hiring, termination and other employment decisions, training new department members, coaching, counseling and evaluating performance of direct reports utilizing performance management processes as needed.

Additionally, the Supervisor will plan and execute employee engagement activities that foster a high performing culture, focus on the development of employees to optimize their performance, and establish best practices for optimal work flows to maximize resources.

They will maintain open lines of communication with internal and external business partners, including brokers and carriers. The supervisor will ensure customer support issues are addressed efficiently and effectively. They will establish proactive processes for diagnosing issues, tracking status, and providing resolution.

The Supervisor of Operations will report to the Director of Operations or other senior leadership and is expected to perform with a mínimal amount of supervision and to exercise outstanding judgment, communication skills and analytical reasoning in all aspects of job performance.

Overview of Responsibilities

Initiate, evaluate and balance/reallocate work assignments to help associates achieve department and individual performance objectives
Manage and report out on established Key Performance Indicators monthly
Continually evaluate work environment to identify and make recommendations about areas in which procedures, processes and technology can be improved and assist in formulating and implementing new and existing processes, procedures and policies as applied in the various Department's
Identify and work cooperatively with Human Resources as necessary to resolve employee relations, complaints and other interpersonal communication issues in a timely and professional manner
Identify staff development needs and provide/coordinate necessary training and skill development for members of the Department
Assure timely receipt and correction of timesheets for Department personnel as necessary
Compile and conduct all Departmental staff reviews as required and within required due dates
Handle elevated broker/case issues in a timely fashion, generally within 24 hours, and provide timely follow up to affected parties regarding status
Participate in and complete other Department management projects as assigned in an efficient, cooperative and timely fashion
Identify topics and prepare materials for, and make training and other presentations at Departmental staff meetings
Achieve unit performance objectives as established
Mentor and train staff members; provide performance counseling and appropriate feedback; and recommend/implement disciplinary measures as needed
Provide supervisory backup or assistance in other areas within the Department/Company as requested
Perform all other duties and responsibilities as reasonably assigned from time to time by the Company or its designated representatives

Expected Leadership Qualities

Ability to treat all applicants, employees and customers fairly and with respect and to communicate with other employees consistently in a dignified, positive fashion in order to encourage and achieve maximum performance results while earning respect and admiration of subordinates, coworkers and superiors
Ability to effectively communicate performance expectations and objectives and job requirements to subordinates and coworkers in a clear, effective and consistent manner o assist in their professional development
Ability to lead by example and to regularly review, understand, comply with and enforce all policies and procedures, including those regarding punctuality, attendance and harassment and discrimination prevention
Ability to embrace change with a positive attitude and to motivate others in the Department to do the same
Ability to maintain and foster positive, open communication channels with all affiliated internal service areas (including sales reps), brokers and carriers
Ability to demonstrate consistent, outstanding judgment, honesty and integrity in all aspects of job performance, including hiring, disciplinary and other recommendations and daytoday supervisory and case assignment responsibilities

Minimum Qualifications

Minimum of a High School Diploma; advanced education or degree preferred
35 years in a Supervisor or Manager role with successful track record managing sales and /or operations teams
23 years' experience supporting Ancillary business, including Dental, Vision. Life and other products. Must have a proven track record o