Manager, Inservco Business Process

Inservco Insurances Services, Inc. is a leading third-party claims administration firm providing integrated risk management services to more than 700 customers. We are a wholly owned subsidiary of Penn National Insurance. 

The Manager, Inservco Business Process is responsible for developing solutions to major operational business issues and managing complex divisional projects that are crucial for the achievement of operational initiatives, such as enhancing service, improving productivity, increasing quality, onboarding new business, and maintaining customer service and profitability. The position is also responsible for overseeing business processes across Inservco operations.

This is a hybrid role reporting to the Harrisburg, PA office. 

POSITION COMPETENCIES

• Team Building
• Conflict Resolution
• Problem Solving
• Action Oriented
• Managing Performance
• Embraces Data Analytics
• Customer Focused
• Demonstrates Adaptability
• Talent Development Mindset
• Demonstrates Accountability
• Effectively Communicates and Connects

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Monitors and manages support staff work for Inservco’s systems and processes including quality assurance, service level agreements, cross functional training, and coordination of training for new hires.
• Develops, directs and coaches assigned staff, including establishing performance objectives and clear success criteria, as well as monitoring performance outcomes and addressing issues appropriately.
• Leads by example in communicating with staff. Encourages open dialogue in staff meetings and one-on-one discussions.
• Collaborates with clients on projects and requests to promote Inservco’s technological capabilities and provide flexibility to meet clients’ demands while achieving a high degree of customer satisfaction.
• Easily accommodates changing assignments, suggesting appropriate priorities to the IT Director, President and CEO, managers, and team leaders as needed. Independently takes action to achieve goals beyond what is required, proactively making constructive suggestions and actively participating in team and management meetings.
• Assists the Team Leader, Inservco Centralized Services, in identifying and providing solutions to issues and obstacles within the Centralized CSR Team pertaining to both workflow and personnel issues.
• Manages large, complex Inservco projects that may or may not be based on new technologies, including determining business requirements, completing initial analysis, defining operational outcomes, developing implementation project plans, and identifying necessary resources.
• Evaluates systems and processes to determine methods for meeting technology requests and reporting requirements outlined in RFPs for new client business.
• Initiates, directs and completes major and complex projects that support operational objectives or the onboarding of new clients. Leads and manages specific projects or teams formed to complete major projects. Organizes, informs, instructs, and often oversees individuals participating in projects to maximize effectiveness.
• Monitors and manages client and end-user requests submitted to the Inservco IT Team, ensuring timely resolution in accordance with established Service Level Agreements (SLAs) and adherence to quality standards.
• Oversees the processes and resources involved with the day-to-day transfer of data files and reports for state contracts. Works with the Team Leader, Inservco Centralized Services, to monitor and manage the accuracy and timeliness of deliveries to ensure service level agreements are met and penalties are avoided.
• Oversees the Team Leader, Inservco Centralized Services, in managing the Inservco Centralized CSR Team.
• Maintains professional working relationships with internal and external customers to promote acceptance of systems and procedural changes. Conducts meetings with clients, vendors and Inservco staff as necessary.
• Develops non-processing systems to support operational changes that impact Inservco users and integrate with existing systems and procedures. Serves as a liaison with clients both internally and externally.
• Remains current on technological developments, project management methods, continuous improvement techniques, organizational design and business environment trends to bring innovative thinking and positive change to Inservco Operations. Must be adaptable to variable situations requiring analytical, adaptive or evaluative thinking.
• Designs, develops, implements and monitors management information systems and reports, including quality reviews, workflow reviews and service standards.
• Develops, updates and distributes written documentation and instructions needed as a result of new or modified systems, procedures, policies and reports. Conducts training sessions in classroom settings, at worksites or virtually.
• Assists in assessing new or existing technologies in collaboration with Inservco Management and IT that may improve current systems or procedures and develop uses for new technologies within Inservco.
• Directs and evaluates Inservco Centralized CSR Team statistics and metrics to measure overall team performance and makes recommendations regarding procedures or training to increase productivity.

ADDITIONAL RESPONSIBILITIES

• Performs other duties as assigned by the Director, Information Technology, Inservco.

SPECIAL RELATIONSHIPS

• Position will have direct reports such as:
  • Team Leader, Inservco Centralized Services
  • Systems Support Technician
• Direct contact with all levels of Inservco personnel and processing staff, both in the Home Office and among Remote Workers.
• Direct contact with Clients, Brokers, Vendors, and State and Federal Agencies.

QUALIFICATIONS

Education/Credentials

• Bachelor’s degree in Business Administration or similar discipline preferred.
• Continuing education in insurance-related courses preferred.
• Project Management Certification preferred.

Experience

• Minimum of 7 years of experience in a business environment (third-party administration or property/casualty insurance industry highly preferred) in a technical or analytical role.
• Prior project management experience required. 
• Prior supervisory experience preferred; or direct leadership/management of cross-functional or multidisciplinary project teams required. 

Technical/Professional Knowledge

• Demonstrated excellent project management skills.
• Excellent negotiation skills.
• Demonstrated exceptional interpersonal skills.
• Excellent customer service skills.
• Excellent oral and written communication skills.
• Demonstrated excellent problem-solving and analytical skills.
• Good math aptitude.
• Demonstrated excellent knowledge of the third-party administration or property/casualty insurance industry and operations.
• Demonstrated training skills.
• Excellent PC skills, with an emphasis on Microsoft Office Suite.
• Demonstrated knowledge of third-party administration or property/casualty insurance claim systems and how they relate to one another.

The compensation has been carefully determined by considering a variety of important factors, including skill sets, experience, training, and certifications. With these considerations in mind, the estimated hiring range is $82,000 - $114,000. Additionally, you may be able to participate in our annual incentive program, depending on eligibility under the plan.

 JOB REQUIREMENTS (as required by ADA – Americans with Disabilities Act)

• This position is primarily sedentary and requires occasional standing and walking throughout the office environment.
• Must be able to perform computer-based tasks and access digital information necessary for job duties, including through the use of assistive technologies.
• Must be able to complete computer-based tasks and utilize office equipment as needed to perform essential job functions.
• Must be able to access and enter information accurately using automated systems.
• Must be able to communicate effectively with internal and external clients using telephone, electronic or other communication systems.
• Must be able to present information to individuals and groups.
• Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
• Must be able to maintain acceptable attendance and adhere to scheduled work hours.
• Must have a valid driver’s license and be able to operate a motor vehicle.