Policy Service Manager

Job Summary
The Manager, Policy Service is responsible for the overall performance management of the department
through cultivating a culture of superior service at all times. This includes overseeing the training,
development, daily workflow and overall success of all direct reports. This position is also responsible for
designing, implementing and maintaining department processes and procedures to ensure efficiency,
consistency and timely processing of service requests. The Manager reports to the Assistant Vice
President, Policy Service.
Primary Responsibilities

• Manage department personnel and assist Assistant Vice President with associated initiatives to include

creating and maintaining employees’ job descriptions, recruiting and interviewing applicants, training
and mentoring teams, recognizing achievements, monitoring attendance and conducting employee
performance and salary reviews

• Actively monitor the training schedules and development of all direct reports

• Create, develop and maintain departmental and company processes and procedures and ensure

consistent application throughout the department

• Establishes requirements, scheduling and administration of call center staffing, as recommended by

Supervisor

• Assists direct reports in resolving the most complex customer inquiries and serves as a resource for

the department when service requests need to be escalated

• Demonstrate ability to interpret policy provisions for all active policy types

• Proactively look for ways to continuously improve efficiencies within the department and work to

implement associated changes

• Participate and assist in budgetary process as assigned

• Develop short and long term goals for individual direct reports and overall department objectives

• Communicate effectively with both internal and external customers

• Foster internal communication to maintain positive, professional relationships with direct reports

• Discuss and answer daily questions for department employees

• Reassign and delegate job functions as needed to balance workloads, staffing availability and service

level agreements

• Attend, participate, present and facilitate team and department meetings as assigned

• Handle more complex changes and correspond with policyowners and field personnel explaining

company rules and practices affecting policy changes

Primary Responsibilities Cont.

• Assist in the continual development of appropriate audit and call coaching programs and

continually review employee progress with supervisor

• Research and keep abreast of industry trends

• Support supervisor in monitoring overall department work flow

• Participate in cross-department research or discussions

• May communicate directly with policyowners, agents, state insurance departments and other

internal and external areas

• Set a professional example for direct reports by providing strong leadership and communication

and promoting positive attitude and teamwork within the department and when serving as
department representative

• Recommend, manage and handle special projects as needed

• Actively serve on Company committees as assigned

• Assume additional responsibilities as needed in the absence of departmental management and/or

supervisor(s)Job Qualifications

• Bachelors Degree* required

• Six years of insurance experience required, Life and HHealth preferred

• Industry education designation such as, FLMI, ACS, AIRC, FSRI strongly preferred

• Proficiency with Microsoft Office Programs

• Strong time management skills and ability to prioritize

• Ability to maintain confidentiality and adhere to privacy standards

• Demonstrate reliability, accountability, integrity and professionalism

• Flexible and adaptable to changes

• Strong initiative and solid judgment abilities and skills

• Work successfully in a team environment

• Ability to lead and motivate people appropriately within expectations

• Ability to communicate effectively and appropriately to direct reports

• Ability to work independently and set personal goals and action plans

• Ability to learn quickly, adapt to change and think independently

• Exceptional verbal and written communication skills

Job Qualifications Cont.

• Ability to manage duties and tasks in an efficient, effective, and timely manner

• Maintain a professional appearance and provide a positive company image to staff,

policyowners and agents

• Ability to multi-task in a fast-paced environment while under pressure to perform

• Excellent customer service and interpersonal skills

• Demonstrate reliability, accountability, integrity and professionalism

• Self-motivated

• Ability to quickly learn systems, processes and procedures

• Quickly assimilate technical information and build solutions

• College or university must be sufficiently accredited and listed in the U.S. Department of Education

Accreditation Directory.

Location: 300 SW Adams

Peoria,IL 61634, Peoria, IL 61634

Job Type: Full-time