Operations Lead (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, investment and technology 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 is a career path that bridges the gap between front line support and leadership positions and is responsible for assisting with routine day-to-day operational needs of the area. The Operations Lead also has a large people leader support component, providing coaching to team members and assisting in career development. This role requires problem-solving using standard procedures and will be called upon to address routine and complex issues.

Job Responsibilities:

• Business Insights:
  • Performs as a subject matter expert in a variety of work processes or activities typically developed through a combination of job-related training and considerable on-the-job experience
  • Performs the work they lead on an as needed basis - less than 10% of the time. Circumstances may include business resiliency and staffing capacity
  • Handles highly escalated service issues, as needed
• Leadership:
  • Coaches employees in technical and behavioral aspects of their job, but has no direct reporting responsibilities
  • Supports front line managers by taking on additional leadership accountabilities with a higher span of control (front line teams may range 15-25 individuals)
    • Activities may include call coaching, monitoring and coaching of agent metrics, partnering with lower-performing staff on SME content, processing efficiencies and QA results
    • May serve as the initial point of contact for day-to-day operations questions and newly introduced changes to policies/procedures
    • Assists in team chats, moderates conversations, and identifies potential escalations to Manager
  • Role accountabilities for Operations Lead and Operations Support Professional may include:
    • Day and Night Manager on Duty (MOD) accountabilities, including serving as: Operations Lead for our contact centers and operational teams, resiliency lead for any outages or building issues, and serving as the primary point of contact for staff and shared services partners (Workforce Management, as an example) - additional accountabilities require critical decision making and ability for individuals to think quickly and respond to a shifting environment,
    • participation in new hire process for contact centers and operational teams by call screening, interviewing, and reviewing candidates and
    • oversight of employee committees (DEI, Development, Employee Wellness, etc.).
  • Develops and maintains productive working relationship with team members, fostering an inclusive work environment while driving employee engagement
  • Responsible for identifying fun and engaging activities for front line teams and entire organization.
  • Ensures staff compliance with policies and procedures as required
  • Monitors and evaluates departmental metrics, performance, and trends to identify potential root causes, risks, and actions needed to achieve results
  • Monitors and evaluates employee metrics and performance for team members, participating in ongoing dialogue and providing coaching, if needed
    • Provides input to employee performance appraisals
• Continuous Improvement:
  • Works autonomously within established procedures and practices and generates solutions to improve team performance
  • Recommends opportunities or process changes to improve the customer experience
  • Participates, as needed, in ownership, implementation, and ensuring adoption of process changes
  • Promotes and maintains a positive, professional image of TruStage
• Communication:
  • Creates department-ready communications and other deliverables
  • Informs team of changes and other pertinent information affecting the department
  • Acts as a change champion for newly implemented policies, procedures, or newly received information
  • Supports the dissemination of TruStage corporate-wide and location-specific communications on-site (i.e., bulletin boards, video monitors, peer recognition, etc.)
  • Plans, coordinates, and conducts meetings, as needed