We're looking for a Service Operations Manager who will be responsible for leading and optimizing service delivery operations to ensure the consistent achievement of customer service, quality, productivity, and operational performance objectives. This role oversees multiple teams and supervisors, drives strategic process improvements, manages workforce capacity, and ensures service level commitments are met across internal and external customer channels.
The Service Operations Manager serves as a key leader within the organization, partnering cross-functionally with Underwriting, Product, Claims, Quality Assurance, Training, Technology, and other business units to enhance operational effectiveness, improve customer experiences, and support organizational growth.
What you'll do:
1. Operational Leadership
- Lead day-to-day service operations to ensure efficient, accurate, and customer-focused service delivery.
- Establish and maintain operational processes that support organizational objectives and service level commitments.
- Monitor workflow volumes, staffing levels, productivity, and service performance across teams.
- Ensure operational consistency through adherence to policies, procedures, regulatory requirements, and quality standards.
- Identify operational risks and implement corrective actions to minimize service disruptions.
2. Data-Driven Decision Making
- Analyze operational metrics, performance trends, and workforce data to drive business decisions.
- Develop and maintain key performance indicators (KPIs), dashboards, and management reporting.
- Monitor SLA performance and implement action plans to address gaps.
- Identify emerging trends, operational challenges, and opportunities for improvement.
- Present operational insights and recommendations to senior leadership.
3. Customer Experience Excellence
- Champion a customer-first culture across all service operations teams.
- Ensure internal and external customer inquiries are resolved accurately and timely.
- Partner with business leaders to improve customer journeys and service delivery processes.
- Manage escalated customer and operational issues, ensuring timely resolution and root cause analysis.
- Continuously evaluate service strategies to improve customer satisfaction and retention.
4. People Leadership and Talent Development
- Provide leadership, coaching, and development to supervisors and team members.
- Build a high-performance culture focused on accountability, collaboration, and continuous improvement.
- Establish performance expectations and ensure alignment with organizational goals.
- Conduct performance reviews and facilitate ongoing coaching conversations.
- Identify talent development opportunities and succession planning strategies.
- Partner with Human Resources on employee relations matters, performance improvement plans, and talent management initiatives.
5. Workforce Planning and Resource Management
- Develop staffing plans and resource allocation strategies to support service demand.
- Monitor workforce capacity and proactively address staffing gaps.
- Partner with Training teams to ensure onboarding, cross-training, and ongoing development programs support operational needs.
- Optimize scheduling and workload distribution to maximize efficiency and service effectiveness.
6. Continuous Improvement and Transformation
- Lead operational improvement initiatives that increase efficiency, quality, and customer satisfaction.
- Utilize process improvement methodologies to eliminate waste and improve workflow performance.
- Partner with Technology and Business Process teams to identify automation opportunities.
- Support implementation of new systems, products, processes, and organizational initiatives.
- Measure and report results of improvement initiatives and transformation efforts.
7. Cross-Functional Collaboration
- Collaborate with Product, Underwriting, Claims, Technology, Quality Assurance, and Training teams to align operational priorities.
- Participate in enterprise initiatives supporting strategic growth and customer service objectives.
- Ensure procedures, workflows, and operational documentation remain current and effective.
- Serve as an operational subject matter expert for service delivery functions.
