Project Manager

The Project Manager leads & directly manages the team leaders for the Central Operations team with a focus on production levels, service level agreements, quality and process improvement. This position utilizes their expertise to drive LEAN principles and methodology to continuously enhance customer experience while maintaining a positive and engaging culture for the teams. The role will work closely alongside and provide ongoing feedback & reports to onshore management.

• Lead and manage assigned team
• Interview and hire new staff
• Ensure service level agreements are properly measured and met by team
• Coordinate and implement trainings
• Complete performance reviews for team
• Identify, Lead and coordinate process improvement opportunities
• Productivity/Quality Tracking
• Provide coaching to new and less experienced staff
• Handle personnel issues and escalations
• Communicate issues or queries to onshore on a timely basis with root cause analysis
• Manage capacity and resource planning
• Offshore liaison
• Prepare Monthly Production & Quality Reports and Analysis

Other tasks as identified when necessary

• Advanced team management and leadership skills with an ability to foster a collaborative and results- driven culture
• Strong continual improvement and positive mindset
• Strong interpersonal skills and the ability to establish and maintain excellent working relationships
• Demonstrated Project management and organizational skills
• Technical expertise regarding data models, database design development, data mining and segmentation techniques
• Strong customer service orientation with an ability to understand, manage and improve workflow and processes
• Skilled in conflict management
• Excellent communication, both verbal and written
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Strong working knowledge of standard insurance terminology
• Adept at queries, report writing and presenting findings
• Ability to adapt to and drive team’s toward change
• Proficient in Microsoft office suite, smartsheets, Imageright, PowerBI. Other insurance platforms a plus (Policy Decisions, PolicyWriter, etc.)
• Previous leadership experience (preferably in insurance industry)

Bachelor’s degree