Team Manager - Operations

An Arbella Team Manager is a thought leader who truly enjoys coaching, developing, and leading front line insurance professionals. The Team Manager is passionate about delivering exceptional service in a changing environment who is focused on quality, innovation and efficiency.
The Billing and Commissions Team Manager leads a team of insurance professionals and works closely with all areas of Operations as well as other key stakeholders such as Underwriting, Product, Finance and IT, etc. to execute on overall business objectives ensuring an exceptional customer service experience consistent with Arbella’s brand.

Key Responsibilities

• Manage the preparation, maintenance and approval of reports; analyzing data to identify trends and make decisions that are financially responsible, accountable and justifiable in accordance with organization policies and procedures.
• Work with the appropriate stakeholders to problem-solve, develop action plans, and to determine system, process and procedural improvements.
• Foster a spirit of teamwork, unity and the appreciation of a diverse and inclusive environment that supports new ideas and perspectives from all employees which aligns with Arbella’s mission, vision and guiding principles.
• Manage work distribution and training to ensure appropriate coverage and bench strength to maximize customer experience.
• Influence and motivate employees to maximize productivity, quality, and timeliness of completion.
• Receive and provide feedback through regular one on ones, huddles and team meetings to continuously coach individuals, helping the department meet common goals.
• Monitor performance and recognize and reward successes of individuals through various means and appropriately act on performance issues, including the HR Business Partner as necessary.
• Keep team apprised of department and organization information through multiple communication channels.
• Recruit, select, train, coach, and develop employees to create a successful team which supports sufficient staffing of highly engaged employees.
• Build independence and empower team members to identify creative solutions to improve processes and translate vision into action.
• Actively lead or contribute to initiatives and/or projects.
• Demonstrate sense of urgency and ownership with production issues
• Provide exceptional service experience to internal and external customers as well as ensure the same is delivered by direct reports.
• Manage account reconciliations, internal controls and troubleshooting financial or technical issues.

Requirements

• Bachelor’s degree with strong leadership, communication, customer service and problem solving skills required.

• At least 1 year of experience leading employees in an operations, call center, customer service or related department required.

• Insurance or Financial Services experience desirable.

• Experience with Microsoft Office (Outlook, Word, Excel and Power Point).