Shift: Night Shift
The UW Operation Manager leads and directly manages the team leaders & staff for the Ceded & Captive Re Ops team with a focus on production levels, service level agreements, quality and process improvement. This position utilizes re/insurance & data expertise along with LEAN principles and methodology to continuously enhance customer experience while maintaining a positive and engaging culture. The role will work closely with onshore management providing ongoing feedback & reports.
- Lead and manage assigned team in delivery of services
- Coordinate and oversee transition of new tasks and support areas for GSO
- Ensure service level agreements are properly measured and met by team
- Identify, lead and coordinate process improvement opportunities
- Support and monitor Productivity/Quality Tracking
- Coordinate and implement trainings
- Interview and hire new staff
- Complete performance reviews for team
- 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
- Collaborate and provide input as a member of the leadership team
- Other tasks as identified when necessary
