Manager, Issue Resolution

Job Summary

The Manager Issue Resolution is responsible for resolving escalated issues and closing the gap between internal external and vendor stakeholders. This position ensures service issues are resolved in an efficient effective and customer-focused manner and serves as the teams primary escalation path. The Manager Issue Resolution is responsible for oversight of internal and external issues continuous improvement and trending driving team behaviors to meet business area and company goals.

Duties & Responsibilities

• Tracks issue resolution trends reporting insights and tool metrics to drive accurate issue resolution
• Implements tools reporting and metrics to drive high-quality issue resolution and regularly communicates trends to executive leadership
• Resolves escalated executive and high-complexity issues
• Collaborates with the leadership and analytics teams to inform strategy for issue resolution
• Designs and documents processes that deliver customer-focused solutions while mitigating risk and maintaining compliance with industry trends and regulations
• Ensures smooth transitions between involved teams by evaluating tools and processes with third-party administrators (TPA)
• Drives continuous process improvement and cross-functional problem solving using internal metrics and analytics and industry best practices
• Manages team training and development and procedure enhancement to support timely issue resolution
• Tracks individual and overall performance by quantitative and qualitative measurements and provides feedback and direction to the team
• Monitors daily operations revises and enhances staffing policy; collaborates with operations leaders on capacity and demand modeling
• Performs other functions duties and projects as assigned

Supervisory Responsibilities: This role has people leadership responsibilities including managing performance developing talent and supporting engagement and team effectiveness.

Minimum Qualifications

• Bachelors Degree in business administration finance marketing or related field
• 5 years of general business experience with experience in life annuity and/or disability claims
• 5 years of experience in Customer Service Issue Resolution work direct resolution with customers
• 1 years of relevant experience in a supervisory role
• Life insurance certifications (e.g. LOMA ICA)

Other Requirements

• This position primarily involves sedentary work requiring long periods of sitting regular use of a computer and occasional standing or walking with reasonable accommodations available.
• Perform other functions duties and projects as assigned
• Regular and punctual attendance

Ability to travel up to: 10% of the time

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