Sr. Manager Complaints Root Cause and customer Excellence

This new role at Geico focuses on managing and improving the overall customer experience by analyzing complaint and contacts data to minimize customer friction, enhance customer satisfaction, and optimize business processes.

Under general direction, MANAGES and COORDINATES the activities of a team of Root Cause Analysts responsible for REVIEWING, INVESTIGATING, RECOMENDING and COMMUNICATING findings/ changes to functional areas. 

Essential Functions:

• Responsible for team that investigates and pinpoints fundamental issues driving customer complaints and customer contacts.

• Creating a mechanism to feed and track this information back to the Business functions responsible for applying the Root Cause findings to improve operations or open incidents.

• Lead and present key Root Cause findings and key information to appropriate governance forums and executives across Geico.

• Build and maintain strong and trusted relationships with key stakeholders across the firm, ensuring they have a good understanding of complaints landscape and Root Cause actions for their business area.

• Design, delivery and execution of the organizations Root Cause framework and strategy.

• COORDINATES implementation of projects, and new procedures across departments that generate policy related complaints. RECOMMENDS changes in processes to reduce possible future complaints.

• ADHERES to the GEICO Code of Conduct, company policies, and operating principles.

• MEETS attendance standard at business location to perform necessary job functions and to facilitate interaction with subordinates and management. 

• MEETS the requirements specified below.

• Proven experience of leading and successfully embedding / overseeing a Root Cause function within a banking or financial services environment

• Robust senior management experience working in a CX, Complaints or RCA team

• Strong track record of reducing complaints through the use of root cause analysis and implementation of processes

• Previous experience of leading, coaching and developing staff across multiple sites

• Strong stakeholder management and communication skills with the ability to disseminate information

 

Annual Salary

$118,000.00 - $207,000.00

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

 

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

 

Benefits:

As an Associate, you’ll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:

• Premier Medical, Dental and Vision Insurance with no waiting period**
• Paid Vacation, Sick and Parental Leave
• 401(k) Plan
• Tuition Reimbursement
• Paid Training and Licensures

*Benefits may be different by location.  Benefit eligibility requirements vary and may include length of service.

**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual res