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National General Insurance: Operations Manager

National General Insurance

This is a Full-time position in Dallas, TX posted July 4, 2021.

Primary Purpose:Responsible for the direct management of supervisors and senior supervisors of front line customer service units or workforce management staff and analyst.

This includes tactical and strategic planning, service standards, expense management and development of direct reports, and may include work force management efforts for long-term forecasting and week to week forecasting.Essential Duties and Responsibilities:Following is a summary of the essential functions for this job.

Other duties may be performed, both major and minor, which are not mentioned below.

Specific activities may change from time to time.Responsible for administration of Operations teams which includes staffing, monitoring and controlling expenses, establishing team and individual objectives, and ensuring department objectives are metDrive clarity of business strategies, creates alignment, and adeptly identifies and pursues new opportunitiesDevelop and maintain effective business relationships with internal and external clients in order to attract develop/grow and retain profitable businessInteract with numerous departments to ensure that all in place processes and procedures are being executed properly and make recommendations on any gaps in order to improve the processes in placeMaintain compliance with all regulatory requirements as well as internal policies, procedures and processing standardsProvide overall direction and guidance to their direct reportsMaintain service standards, statutory compliance, and the efficient operation of the areaDirect resolution of problems, complaints and general public relation issues, which arise concerning serviceReview and report work volume and operating results while providing regular communication to senior level managementAssist and/or direct special projects or requestsAnalyze budget variances and assist Director with development of annual budget process/variancesManage employee and customer satisfactionResearch and resolve escalated requests and or complaints from customers, etcMay provide the business with staffing models and planning tools that set accurate expectations for performanceMay partner with other leaders within the business to understand customer needs and provides options that optimize call center performanceMay evaluate workforce management processes, needs, schedule management and consistency of serviceMay collaborate with and provide appropriate direction for the workforce management team Minimum Skills and Competencies:The requirements listed below are representative of the knowledge, skill and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Bachelor Degree or in-lieu of degree equivalent education, training and work-related experienceDemonstrated proficiencies in managing a department/ unit through consistent performance and resultsProficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)Demonstrate the ability to interpret research and opinions and apply accurately to establish action plansDemonstrate exceptional leadership and diplomacy skills to be able to coach develop and mentor to bring out the best in the employeeMust have a record of having successfully achieving business goals, including managing staff membersExcellent negotiation skillsExperience with designing and mapping workflowDemonstrates flexibility with the need to travel as requiredRequires a high degree of initiative, mature judgment, and discretionEffective organization and time management skills with the ability to work under pressure and adhere to project deadlinesExcellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organizationDemonstrated integrity within a professional environmentAbility to adapt to new situations and learn quicklyAbility to resolve conflicts and empathize with others is criticalMust possess effective verbal and written communication skillsDemonstrate the ability to find answers to more complex issues with insurance law and is a source of direction / assistance for other reports Desired Skills:Demonstrate solid understanding of global company knowledge, totality of impact of decisions, and leadership abilitiesDemonstrate in-depth knowledge of structure, functions, flow, and procedures of Policy OperationsPrevious experience in insurance customer service with personal auto, commercial, motorcycle, recreational vehicle, accident and health, supplemental health, and/or homeowners productsActive Property & Casualty LicenseBilingual3+ years of experience leading a workforce management team3+ years of forecasting experience (short and long-term) and building call center staffing modelsExpert knowledge of Crystal reports and building custom call center reportsNational General Holdings Corp.

is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories.

All qualified applicants will receive consideration for employment regardless of any characteristic protected by law.

Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.About National General Holdings:National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City.

National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M.

Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products.

We are a specialty personal lines insurance holding company.

Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.National General is a fast paced, dynamic, and entrepreneurial organization.

Our team members live by and exemplify what we call the 4Es.

At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers!

We are passionate about our organization and the value that we add every day.

A successful candidate with National General will embody the 4Es.

Our team is poised to outperform the competition.

We are National General Insurance and with us you can be extraordinary!

Come join our team!Companies and PartnersDirect General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:Paid TrainingMedical, Dental, Vision benefitsWellness ProgramsLife and Short/Long Term Disability Insurance401k w/ Company MatchCompany Paid Holidays & Generous Time-off policyEmployee Discount ProgramCareer Advancement and Development OpportunitiesOn-site Healthcare Clinic (Winston-Salem and Cleveland offices)On-site Fitness Center (Cleveland and Dallas offices)Subsidized parking (Cleveland office)National General Holdings Corp.

is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories.

All qualified applicants will receive consideration for employment regardless of any characteristic protected by law.

Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

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