Head of Service Independent Agents and Business Insurance
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Job Location:
Phoenix, NM - USA
Monthly Salary:
$ 225000 - 250000
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
We are Farmers!
We are more than just your favorite commercials. At Farmers we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions own our actions and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers.
Farmers is an award winning equal opportunity employer committed to the strength of an inclusive workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isnt just our business its our culture! To learn more about our high-performance culture and open opportunities check out be sure to follow us on Instagram LinkedIn and TikTok.
Workplace: On-site ( #LI-Onsite ) Hybrid ( #LI-Hybrid ) Remote ( #LI-Remote )
Farmers believes in a culture of collaboration creativity and innovation which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.
Job Summary
Executes on the Service strategy optimization and service execution for contact center specifically for the IA Channel and Business Insurance operations. This includes all operating functions utilizing available resources to maximize prompt accurate and dependable service to policyholders Farmers Insurance captive agents State Offices and other business units.
Provides functional leadership guidance & strategic delivery for the optimization of operational excellence underwriting fidelity & retention. Responsible for functional results & efficiency in the IA Channel and Business Insurance within Service which includes both agent and direct channels.
Essential Job Functions
- Has oversight of the budget within service primarily driven by expenses related to personnel travel real estate IT-related and general administrative expenses.
- Influences budget decisions for enterprise initiatives.
- Recruit hire and train staff necessary to meet business requirements.
- Achieve stated service level agreements.
- Establish proper controls to assure work processes are compliant with state laws and regulatory requirements.
- Contribute to corporate GWP and profitability goals through adherence to underwriting rules and guidelines.
- Develop future leaders for the organization.
- Establish an environment that promotes teamwork camaraderie an inclusive leadership culture and employee retention.
- Field liaison for agency force.
- Partners with Customer Experience teams to build and operationalize customer engagement strategy.
Additional Qualification
Role requires a thorough comprehension of insurance business and its key disciplines and processes. Must be skilled and knowledgeable in relationship management and communication with key business partners/executives.
- Insurance products including coverages underwriting guidelines etc.
- Modern contact center technologies and tools.
- Process optimization methodology.
- Forecasting schedule adherence and management of other contact center operating results.
- Operational leadership and people strategy.
- Thorough understanding of employee development and performance management.
- Broad base of knowledge including Payments Billing Finance Operations Experience Design and Customer Service.
Experience Requirements
- 8 years in the insurance or related industry.
- 8 years in contact center management.
- Minimum of 4 years as a Director-level leader of leaders or equivalent.
- Demonstrated experience leading contact center transformation.
Education Requirements
- Bachelors degree.
- Insurance education such as CPCU or related courses preferred.
Physical Actions
Benefits
- Farmers offers a competitive salary commensurate with experience qualifications and location. Compensation range: $225000-$250000.
- Bonus Opportunity (based on Company and Individual Performance)
- 401(k)
- Medical
- Dental
- Vision
- Health Savings and Flexible Spending Accounts
- Life Insurance
- Paid Time Off
- Paid Parental Leave
- Tuition Assistance
- For more information review What we offer on Location(s): US - AZ - Phoenix RUS - United States US - CA - WdlndHills-6301 US - CA - WdlndHills-6303 US - KS - Kansas City US - MI - Grand Rapids US - OH - Dayton
Anticipated application deadline: At Farmers the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions we encourage you to submit your application promptly.
Farmers will consider for employment all qualified applicants including those with criminal histories in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033 Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race color religion gender sexual orientation gender expression genetic information national origin age disability marital status military and veterans status or any other basis protected by applicable discrimination laws.
Want to learn more about our culture & opportunitiesCheck out be sure to follow us onInstagramLinkedIn andTikTok.
Spokane WA only: Residents who prefer not to provide their address click here to submit your resume via email:
Required Experience:
Director
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