About this role
Job Track Description:
- Requires broad technical expertise and industry knowledge.
- Accountable for functional, operational, and/or program management.
- Assists others in achieving goals.
- Manages performance appraisals and pay reviews.
- Manages training for 3 or more employees.
- Manages hiring and termination actions.
General Profile
- Supervises daily tasks of complex business, technical support, or production teams.
- Sets team priorities to ensure timely completion.
- Coordinates work activities with other supervisors.
- Makes decisions based on policies, procedures, and business plans.
- Receives guidance from manager.
- Able to perform work unsupervised.
Functional Knowledge
- Understands and applies concepts in the field of expertise.
- Has basic knowledge of other disciplines.
Business Expertise
- Understands how to improve efficiency across related teams.
Impact
- Impacts the quality and effectiveness of the team and its contribution to the subfunction.
Leadership
- Sets priorities for and instructs employees to meet daily deadlines.
Problem Solving
- Resolves day-to-day technical and operational problems.
Interpersonal Skills
- Uses judgment to identify and resolve day-to-day technical and operational problems.
Responsibility Statements
- Manages team members to process claims and answer calls efficiently.
- Coaches team to deliver KPI's.
- Ensures adherence to company policy and procedures.
- Acts as the liaison between operations and middle-management to ensure protocols are being followed.
- Helps with conflict resolution with client, people, tasks, and systems related issues.
- Provides resolutions to a diverse range of complex tasks.
- Delivers inputs on process improvement and operational initiatives.
- Acts as a point of contact for leadership.
- Provides information and guidance on operational topics, covering upper-level managers.
- Drives special projects for corporate, operational, or client initiatives.
- Supports less experienced team leaders to improve level of performance.
- Executes the continuity plan such as in natural disasters.
- Performs additional duties as assigned.
- Complies with all policies, procedures, and standards.