The Manager Regional Service is directly responsible for overseeing and managing a designated Regional Service Office (or Offices) sales support, service and regional account management staff. This individual will report to a Field Service Director.
The Manager Regional Service will assist in the development of coordinated best practices and effective workflows within the Regional Service Office, including (but not limited to) all areas of client service delivery, sales support and general office administration. The Manager Regional Service will also function as a liaison and advocate on behalf of their office to various home (administrative) office departments as well as to the Sales Operations area.
The Manager Regional Office will be a contributor and participant in various initiatives and projects, in accordance with corporate goals and objectives. They will assist in developing and monitoring training programs for both new hires and existing staff as required, and in facilitating the performance management and development of their staff. They will also work closely with HR to facilitate staffing as required.
The Manager Regional Service will directly supervise the following positions, if these positions are applicable to their assigned office or offices: Pre-Sale Specialist, Client Service Specialist and Regional Account Managers
Duties and Responsibilities:
With the Field Service Director, lead all sales support, service and account management positions within the Regional Sales Office. Effectively manage all business functions and workflow in support of corporate sales, persistency and profitability goals. This includes (but is not limited to):
o Manage all sales support staff in presale, submission, service and support, successfully meeting all required productivity, quality and staffing metrics.
o Manage all regional account managers in submission, implementation, installation, service and strategic account management, successfully meeting all required productivity, quality and staffing metrics.
o Prepare annual performance evaluations and development plans.
o Hire, discipline and participate in employee terminations.
o Communicate and provide accurate job descriptions as well as career path footprints for designated Regional Sales Offices sales support ,service and regional account management personnel.
o Work with Field Service Director to successfully achieve targeted sales support and service personnel turnover goals.
o Adhere to best practice management standards, as determined by Service Operations leadership (i.e., core processes/workflows, staff meetings structure, performance review standards, etc.)
o Work with Field Service Director and RSO Manager(s) in developing contingency plans to ensure uninterrupted production sales and service support for the Region. Includes designation/establishment of work coverage duties by assigned sales, service and support staff.
o Coordinate temp/ interim hiring solutions as required and approved by Service operations leadership.
In conjunction with a Field Service Director, this position will be responsible for ensuring the assigned Regional Sales Office meets all its assigned service/sales support goals, absenteeism coverage, best practices/operational excellence, objectives, service, productivity, quality and quantity targets.
Work to ensure successful Regional Sales Office involvement as necessary to support National Accounts, including subject matter expertise for integrated disability (Matrix) products.
Along with Regional Sales Manager, manage and coordinate budgets for items including overtime, temp services, account management/service staff travel expenses, travel related training, training courses, etc.
As necessary, work with Regional Sales Manager to coordinate plans for office expansion or move.
Specific to sales support workflow processes:
Ensure effective process management and capacity planning in support of pre and post sales process.
Ensure accuracy of final broker/ customer deliverables resulting in reduction of rework and increase broker/ customer satisfaction.
Partner with RSO Manager in ensuring new case submission process is accurate and complete.
Monitor process efficiency measures and provide analysis / insight to RSO Manager
Specific to Service Delivery:
Ensure that the Service team is performing key activity metrics and documentation of client strategies and status as required by office, segment size, etc.
Manage all in force and renewal activities to ensure timely resolution of service issues, delivery of renewal data, etc. the overall Regional Sales Office sales, service and support workflow, servicing of the in-force block and improving customer satisfaction and retention
Achieve all required metrics relating to service delivery and persistency.
All other duties as assigned by Management.
Education, Qualifications and Experience:
Relevant Bachelors Degree and minimum 5 years directly related work experience, preferably in the Group Insurance Industry within a Regional Sales Office.
Minimum of 3 years of relevant supervisory experience, including superior influencing skills at all levels of staff and management
PC proficiency, including MSOffice Suite products as well as the ability to become proficient on required internal system applications on a timely basis.
Ability to thrive in a fast-paced, challenging and collaborative sales environment
Strong organizational and time management skills, as well as the ability to work independently with minimal hands-on supervision.
Commitment to continuous, ongoing improvement in the level of service provided by all sales, service and support staff within the assigned Regional Sales Office
Excellent people skills, ability to develop strong working relationships with other departments and with outside vendors
Ability to display and use excellent discretion and judgment.
Strong overall focus on providing best practices sales, service and support to the assigned Regional Sales Office producer staff, brokers, clients and Administrative Office population.
The candidate must be able to maintain confidential information
Incumbent must be appropriately licensed (Life and Health for assigned States)