Sr Manager, Customer Care

Summary

This position provides leadership to the greater Customer Care team.  In addition, this position is responsible for driving automation and process improvement to reduce customer friction and reduce cycle times. The role and teams are responsible for delivering personalized customer service, delivery on key company/department metrics including premium growth, retention, and service levels. There is high visibility to this role as it interacts with customers, agents, jewelers, Sr Leadership, and strategic partners.   This role will need to balance the needs of the customer and the business while advocating when appropriate. 

Why Jewelers Mutual:

We are a financially secure, exceptionally positioned, and intellectually curious company driven by our core values of Agility, Accountability and Relevancy! We continue to raise the tide of the jewelry industry we’ve served since 1913 through our innovative people, our unyielding customer commitment, and evolution of our products and services to be the most trusted advisor to all we serve.

With a generous benefits package, office locations throughout the United States, and a mantra of “making your mark today”, consider evolving your career and shining bright with Jewelers Mutual Group!

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide leadership and guidance in a fast paced, agile, and changing environment.
• Provide leadership to create, implement, track, and refine use cases for RPA across all areas of Customer Care.
• Leads the underwriting team and/or approves Personal Lines risks, using guidelines and sound decision making to limit risk, but enable growth of the Personal Lines Business.
• Embraces change, leads by example, maintains a positive work environment and a fast-paced environment.
• Fosters and maintains a positive environment to develop team’s ability to meet/exceed Customer Care P&L goals and deliver on organizational goals.
• Keeps current with customer expectations, technology, and best in class processes to rise the tide of the jewelry industry.
• Responsible for development and implementation of initiatives that improve employee satisfaction, empower employees to advocate on behalf of our customers, and promotes collaboration and teamwork.
• Operates a metric based department that is focused on continuous improvement and appropriate incentives/responsibilities to achieve department and employee goals.
• Collaborates with departments across the organization on customer experience initiatives for all channels and participates in company-wide initiatives.
• Leverages findings from loyalty studies and other customer feedback tools to drive customer experience improvements in people, process and systems.
• Ownership and participation in divisional and organizational initiatives and projects.
• Partner with the leaders of the business units to ensure training and quality programs are contributing metrics and goals being achieved.
• Holds leadership accountable to providing feedback that is actionable, metrics based and enables the employee to perform and grow.
• Develops staffing and development plans to maintain staffing at appropriate levels to ensure that the business needs are met.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Leadership Responsibilities

Carries out leadership responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

• Bachelor's degree and 7 years of related experience, including experience in a contact center and leading sales and service teams.
  • An equivalent combination of education and/or experience may be considered.
• Proficiency in Microsoft suite applications including Word, Excel, Outlook, and PowerPoint.
• Knowledge of insurance, jewelry, and the jewelry industry preferred.
• Must be capable of becoming proficient in the Guidewire product suite.

Certificates, Licenses, Registrations

• Property/Casualty Insurance Agents License from the state of Wisconsin OR ability to obtain within 4 months. Continuing education as required to maintain license.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
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