Live Well | Age Well Enrollment Specialists & Special Projects Senior Manager

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care-and we bring those experiences with us to work in serving our millions of policyholders each day.

We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.

• Make it about others. We do what's best for our customers and collaborate to drive progress.

• Make it happen. We work with intention toward a common purpose and forge ways forward together.

• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

POSITION TITLE

Live Well | Age Well Enrollment Specialist & Special Projects Senior Manager

POSITION LOCATION

This position is available to Virginia residents as Lynchburg or Richmond, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas,  Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

YOUR ROLE

As an Operations team member, you'll play a crucial role in delivering world class customer service and capabilities to our policyholders-now and in the future. Genworth's Live Well | Age Well Program is an internally developed and staffed coaching and education program designed to enable win-wins with policyholders by helping policyholders and their caregiving loved ones remain living safely and independently in their homes. The Enrollment Team Senior Manager will be responsible for delivering superior customer service to both external and internal customers by leading a of associates who are focused on the relationship building and enrollment aspects of this program. This position will promote the provision of person-centered, strengths and evidence-based, short-term care management services to long-term care insurance policyholders and their family members. The program is in a period of ongoing development and expansion so the role may expand as business needs dictate and may include ownership of other operations-related processes.

You will support our culture by coaching, training, motivating, and valuing your staff through collaborative leadership. By developing and implementing programs to meet goals, understanding our products and customers, and providing suggestions for improvement, you will ensure the team operates at maximum efficiency. We believe in the power of strong leaders; our leadership team operates with integrity to achieve outstanding results, inspire, and develop associates and calmly lead through innovation and change.

What you will be doing

• Deliver on all defined SLAs and business goals, including but not limited to productivity, quality, and timeliness, including oversight of inbound and outbound calls as well as transactional work

• Participate in new client implementation to support business future strategies, including but not limited to ensuring staff resources are available and trained, and systems and reporting are in place

• Make decisions on new vendors and platforms to drive efficiency and reduce cost within the organization, and manage relationship with existing vendors

• Support system deployments and enhancements, as well as provide expertise for technology builds and enhancements

• Manage data and supply insights to leadership, product teams, sales and marketing to support their success

• Lead and participate in strategic projects to drive process efficiencies, build scale and inspire excellence

• Own new hire and ongoing training efforts, including development of content

• Ensure efficient organization in staff scheduling to accommodate inbound and outbound call volumes, coverage hours and ensure excellence in each customer's experience

• Establish oversight, monitor performance, and drive accountability of contracted workforce, where/if applicable

• Contribute to capacity planning and budget process

• Drive performance management by providing feedback and direction against stated goals, writing and delivering performance evaluations and taking corrective action as necessary to drive individual and/or team performance

• Perform other duties as needed to support the commitments made to our customers You will be the leader of a team of associates who will be both taking incoming calls and making outbound phone calls to policyholders

• Have consistent, reliable, and predictable attendance to support the needs of the business

What you bring

• Bachelor's degree or equivalent experience (5+ years of relevant experience in either Operations Management, Business management, Social work or clinical settings ideally in the context of aging-related services)

• Demonstrated ability to work independently to resolve complex issues while keeping stakeholders appropriately informed

• 4+ years people leadership experience, across diverse teams, with demonstrated ability to meet or exceed client SLAs, goals, and KPIs

• Proven people-focused leadership, including career development experience, emotional intelligence and intentional engagement

• Experience interpreting data, analyzing trends, and developing action plans based on patterns and trends

• Experience participating and/or leading projects as well as excellent communication and presentation skills

• Deep knowledge of program/project management tools, including expertise across all Microsoft applications

• Confidence in taking risks and challenging the status quo in any audience

• Understanding of budgeting, capacity planning, forecasting and financial models

• Strong interpersonal relations, rapport building, and emotional intelligence

• Demonstrated ability to prioritize and manage, multiple and competing demands for multiple stakeholders; adaptable to change

• Proven ability to influence, negotiate and communicate with internal and external customers

What you bring (preferred)

• BS/BA and/or leadership experience in healthcare or long term care insurance

• Vendor relationship and/or workforce management experience

• Project management experience

Employee Benefits & Well-Being

Genworth employees make a difference in people's lives every day. We're committed to making a difference in our employees' lives.

• Competitive Compensation & Total Rewards Incentives

• Comprehensive Healthcare Coverage

• Multiple 401(k) Savings Plan Options

• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)

• Generous Paid Time Off - Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave

• Disability, Life, and Long Term Care Insurance

• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support

• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)

• Caregiver and Mental Health Support Services

ADDITIONAL

The base salary pay range for this role starts at a minimum rate of $95,500 up to the maximum of $189,000. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 15% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.