Sr. Manager II, Operations (Madison, WI - Hybrid)

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone.  We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance and financial services solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.

Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition

Job Purpose: 
 

This position, under the general direction of the Customer Operations Leadership Team, provides direct and indirect support and leadership for their respective Customer Operations Teams, working to ensure the timely and effective application of TruStage processes and policies.  The Sr. Manager II, Operations is indirectly responsible for ensuring quality customer sales and/or service that meets or exceeds TruStage clients' and members' expectations as measured by increasing revenue, decreasing expenses and/or retention of existing business.  This role will have leadership responsibility for performance metrics and process improvement for a business segment, including new business, contact center and service processing.  In addition, the Sr. Manager II, Operations has the authority to hire, recommend termination, coach, develop and evaluate direct reports.

Job Responsibilities: 

• Leadership/Coaching

  • Provides overall leadership to teams and day-to-leadership to team leaders

  • Coach team to be able to identify inquiries that are beyond the scope of authority and take appropriate actions

  • Inspires team leaders to focus on adherence to TruStage policies and processes, as well as federal and state laws and regulations

  • Fosters a positive work environment

  • Develops and maintains productive working relationship with team leaders, setting a positive example for their working relationships with their teams

• Career Development/Performance & Dialogue

  • Set goals and standards of performance for team leaders and team members which are linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for successful completion of assignments or tasks

  • Provide ongoing dialogue to team leaders about their performance

  • Coaches and helps establish individual development and career plans

  • Coordinates with Learning Consultant on career development opportunities

• Strategic Management

  • Develops and executes operational strategies that support organizational goals and optimize service delivery

  • Oversees budget planning and management to ensure resources are aligned with strategic priorities and operational needs

  • Evaluates performance data to inform long-term planning and operational improvements

• Performance Management

  • Drives operational performance to achieve or exceed established SLAs and turnaround time goals across work queues

  • Ensures Quality Assurance reviews are completed for team members and reviews results to ensure achievement of appropriate progress

  • Ensures team compliance with company processes, federal and/or state regulations as required

  • Monitors and evaluates Quality Assurance and metrics reports for each team and identifies trends and opportunities for improvement related to service levels and quality targets

  • Analyze periodic performance indicators and communicate regularly to team leaders

  • Prepares employee performance appraisals and merit pay recommendations

• Issue Resolution

  • Investigates and resolves issues as required - whether customer issues, team issues or departmental issues

• Operations Management/Continuous Improvement

  • Identifies and approves process changes to improve customer experience

  • Maintains in-depth knowledge of TruStage and Preplanning operations

  • Promotes and maintains a positive, professional image of TruStage

  • Participates in special projects as directed by Customer Operations leadership

• Communication

  • Informs team leaders and members of changes, potential changes and other pertinent information affecting the departmental areas

  • Pl