Policy Administration, Contact Center Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise and evaluate the workload and performance of the Policy Administration and Contact Center teams.

• Set performance objectives, track progress, conduct performance evaluations, and offer coaching.

• Conduct interviews, hire personnel, and recommend salary adjustments for team members.

• Enhance team expertise and support succession planning alongside development initiatives.

• Perform quality audits to enhance team accuracy and operational efficiency.

• Participate in departmental budgeting.

• Manage workforce operations, including volume and staffing forecasts, scheduling, and real-time staffing modifications.

• Oversee the workflow of service requests from policyholders.

• Create and oversee procedures and communications related to contract provisions, replacement rules, form usage, confidentiality, privacy, and other regulatory mandates.

• Drive continuous improvement and oversee customer experience, including the adoption of contact center technology and digital self-service solutions.

• Monitor customer experience metrics and implement corrective actions as necessary.

• Manage process controls, quality checks, sign-off requirements, control self-assessments, audits, and remediation efforts.

• Analyze and monitor federal and state tax regulations, reporting obligations, and contribution limits.

• Offer guidance and training to ensure regulatory compliance.

⛳️ Requirements

• Bachelor’s degree, ideally in insurance, business, or a related discipline, or equivalent relevant experience.

• Seven years of experience in policy administration within life insurance and annuities, or related fields.

• Prior leadership experience is required.

• Advanced and proven knowledge of life insurance industry products and processes.

• Excellent understanding of state insurance regulations and IRS guidelines.

• Familiarity with contact center operations, including service levels, scheduling, and quality monitoring practices.

• Strong technical proficiency with computers and insurance administration systems, including contact center and telephony platforms.

• Exceptional leadership skills and interpersonal abilities conducive to fostering a collaborative work environment.

• Outstanding verbal and written communication skills.

• Excellent organizational and customer service capabilities.

• Superior analytical and problem-solving skills.

• Ability to thrive in a fast-paced team environment.

• Capacity to maintain confidentiality at all times.

🏝️ Benefits

• Comprehensive rewards package; further details on benefits can be found at www.emcins.com/careers