Sr Manager, Service Operations (Remote)

Choose your next journey with Millennium Trust Company and join a culture that empowers and where you can innovate. You will be celebrated, you will be challenged, and you can aspire to inspire. You are more than a colleague here; you are part of a COMMUNITY that goes ABOVE and BEYOND professionally and personally to make a difference.
Don't meet every single requirement? Here at Millennium, we believe there is NO "PERFECT" candidate and want to encourage applying even if all the requirements listed aren't met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals. If you enjoy a collaborative, fun environment that champions career development, Millennium Trust is the place for you! We look forward to receiving your application! Check out a video on our Company Culture! Millennium Trust Culture
HOW YOU WILL SOAR:
The Sr Manager, Service Operations is responsible for increasing member satisfaction, retention, and growth by efficiently delivering competitive services to our members through a fully integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes. This role duties include:

• Maintaining oversight of functions in local service center, including but not limited to customer service, claim, provider services, complaints, grievances, and appeals, implementation, and/or plan sponsor operations
• Executing local strategic and operational plan in support of business segment customer service objectives and initiatives
• Planning, directing and implementing procedures that will assure a high level of customer access and satisfaction
• Responsibility for the quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems

• Managing a team of professional employees and/or supervisors
• Oversee the operations in a local service center handling a customer service function, which may include claims, member services
• Develop, monitor and review performance reports and service performance trends for each account against the plan and recommends specific actions or remedies as necessary
• Develop, train, evaluate, and coach staff to provide cost effective claim and customer service while ensuring that quality standards are met
• Assess individual and team performance on a regular basis and provide candid and timely developmental feedback; monitors training plans and ensure training needs are met
• Establish a clear vision aligned with company values; set specific challenging and achievable objectives and action plans; motivate others to balance customer needs and business success; challenge self and others to look to the future to create quality products, services, and solutions.
• Attract, select, and retain high caliber, diverse talent able to successfully achieve or exceed business goals; build a cohesive team that works well together.
• Create and maintain tools, job aids, and training materials to help employees in their efforts to resolve issues and improve their relationship with customers
• Collect, analyze and report on operations information in support of process, systems, and policy redesign
• Effectively manage cross-functional projects that support the business strategy.
• Other duties as assigned

Leadership

• Manage a program or specialty area of the business.
• Communicate clear priorities and relevant information to implement day-to-day work
• Resolve the most difficult problems facing the team, program, or specialty area
• Uniformly identify high performers who consistently produce quality work
• Identify the right situations for coaching, feedback, and training
• Remove barriers for team. Ensure team members have all the tools, resources, and context to execute
• Has a good understanding of their team's strengths and opportunities, capitalizing on their strengths and coaching opportunities

IF YOU HAVE SOME OR ALL OF THE FOLLOWING, APPLY:

• Bachelor's Degree
• 7-10 years of applicable experience
• 1-3 years of leadership experience
• Strong organization skills with a drive to meet deadlines
• An affinity for accuracy and efficiency
• Proficiency in Microsoft Excel, Word (including mail merge) and Outlook
• Strong verbal and written communication skills
• An aptitude for prioritization and multi-tasking
• Strong collaboration skills
• A drive to learn and apply new concepts quickly
• Experience with Salesforce CRM preferred

MILLENNIUM TRUST COMPANY is a rapidly growing, leading financial services company offering specialized retirement and institutional services and recently acquired PayFlex, a consumer directed benefits provider, to create a personalized, holistic approach to financial wellness. To that end, we provide a diversified multi-product business with a holistic focus on financial wellness. Millennium Trust has experienced year-to-year double digit growth and prides itself on its strong, progressive culture.
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2023 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.