Claims Workforce Operations Manager

Job description

Claims Workforce Operations Manager Job Summary Assists Executive management team in the implementation of long- and short-range planning, policies, programs and objectives for Claims. Works closely with Management to develop and implement plans to achieve strategic goals. Acts as a liaison between Claims and other departments in support of operational and organizational goals and objectives. This position is responsible for managing the day-to-day and overall administrative processes for the Claims business unit. Job Duties Manages all aspects of key initiatives including research, scope, requirements, analysis, costs/benefits, communication mediums and tracking of results in support of Vice President and Claims operations. Initiate and chair meetings. Drives business results through development, creation, and implementation of standardized and uniform operating procedures, reporting formats, audit practices, budget policies, administrative activities, operational functions, compensation plans, and business plans. Develops, manages, and analyzes revenue/expense, budget, service quality, staffing, and related business unit functions and makes recommendations for goal obtainment in all areas. Create and implement processes to ensure compliance within ACE. Coordinates projects, special assignments, and other daily/monthly activities with other areas as needed. Apply advanced project management techniques, determine appropriate analytical approaches and develop project plans outlining current state, defining objective deliverables and measure of success. Oversees staff engaged in business performance analysis, budgeting, ad-hoc analysis, incentive calculations, and other statistical and research projects in support of the business unit. Ensures daily, weekly, monthly, quarterly, and annual reports are distributed on time and are accurate. Hires, trains, develops, evaluates, and terminates staff as necessary, in accordance with company policies and federal/state regulations, with input from the Human Resources department. Provides coaching and development opportunities and addresses performance issues as appropriate. Reviews and recommends direction for all financial and capital expenditure decisions of the business unit to assess profitability and alignment with business objectives. Decisions include development of policies and procedures and best practices. Makes decisions involving goal and resource allocation within the business unit. Problem solving includes, maximizing office performance in the areas of revenue, budget and service goals, as well as office and or agent productivity issues. Decisions are generally made independently. In the most complex situations, decisions are elevated to the executive level. Work is complex and requires broad understanding of the business. Qualifications Bachelors Equivalent combination of education and experience Preferred 7-9 years Progressively increasing responsibility in an area such as budgetary and financial analysis, business performance, operational excellence, or operations management. Required 4-6 years Management/Supervisory Preferred Professional verbal and written communication skills required. Proficiency in Microsoft Office software products, including Outlook, Word, Excel, PowerPoint and Access required. Additional computer software skills such MS Project and Publisher desired. General organizational and time management skills required, as well as the ability to multitask. Meet project deadlines as set by management. Proven interpersonal skills working in a team environment, creating a motivation for high achievement. Must be able to delegate and oversee projects and assignments to other employees as directed. Advanced verbal and written skills. Ability to express complex technical concepts in terms non-technical people can understand. Ability to interface with Senior Management Ability to accurately compile, analyze and provide reporting for large quantities of complex data. Knowledge of Claims-specific applications such as MRM Portal, Claims Portal, Business Objects, and Tableau preferred. Travel Requirements Occasional travel to off-site business meetings or conferences. (5% proficiency) #LI-SM1 Remarkable benefits: • Health coverage for medical, dental, vision • 401(K) saving plans with company match AND Pension • Tuition assistance • Floating holidays and PTO for community volunteer programs • Paid parental leave • Wellness programs • Employee discounts (membership, insurance, travel, entertainment, services and more!) Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team. "Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.” AAA is an Equal Opportunity Employer Our organization participates in E-Verify