Company Description

AGSI was incorporated in April 2016. We are committed to supporting the goals of Arch divisions through exceptional service delivery. We pride ourselves on maintaining flexibility and responsiveness to adapt to business unit and industry demands while focusing on sound project management. We are dedicated to growing and developing our employees as we build strong teams with strategic leadership.

Job Description

The Operations Manager leads & directly manages the team leaders for the Central Operations team with a focus on production levels, service level agreements, quality and process improvement. This position utilizes their expertise to drive LEAN principles and methodology to continuously enhance customer experience while maintaining a positive and engaging culture for the teams. The role will work closely alongside and provide ongoing feedback & reports to onshore management.

• Lead and manage assigned team
• Interview and hire new staff
• Ensure service level agreements are properly measured and met by team
• Coordinate and implement trainings
• Complete performance reviews for team
• Identify, Lead and coordinate process improvement opportunities
• Productivity/Quality Tracking
• 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
• Other tasks as identified when necessary

Desired Skills/Experience

• Advanced team management and leadership skills with an ability to foster a collaborative and results- driven culture
• Strong continual improvement and positive mindset
• Strong interpersonal skills and the ability to establish and maintain excellent working relationships
• Demonstrated Project management and organizational skills
• Technical expertise regarding data models, database design development, data mining and segmentation techniques
• Strong customer service orientation with an ability to understand, manage and improve workflow and processes
• Skilled in conflict management
• Excellent communication, both verbal and written
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Strong working knowledge of standard insurance terminology
• Adept at queries, report writing and presenting findings
• Ability to adapt to and drive teams toward change
• Proficient in Microsoft office suite, smartsheets, Imageright, PowerBI. Other insurance platforms a plus (Policy Decisions, PolicyWriter, etc.)
• Previous leadership experience (preferably in insurance industry)

Additional Information

• Must have a Bachelor’s degree
• Shift: Night Shift

Please refer to job description.