Position Summary

The Operations Supervisor oversees the performance of operational employees who process taskwork that supports our Underwriting team. Focus on collective team to meet quality and production metrics to ensure SLAs are met with our primary stakeholders. May be asked to participate in regular meeting opportunities across the business to provide feedback, recommendations and solutions that will impact growth, and development and reinforce values within the framework of your influence.

Key Responsibilities:

This role is responsible for leading a team of onshore and offshore Operations associates, who support our Underwriters with administrative activities, so that Underwriters can focus their time on deepening customer relationships and underwriting risks. The Operations Supervisor is accountable for accomplishing the following responsibilities and may exercise judgement in making decisions, with the guidance of Senior Manager or Above.

• Help to develop and maintain high performing employees through coaching and mentoring; Review employee metrics through daily reports, identify patterns and provide guidance regarding production and quality achievements.
• Thoughtfully provide honest and measurable feedback to direct reports, via our performance management tool; develop strong employee engagement, including discussing career growth and plans/goals to achieve.
• Leading by example, encourage and promote a positive team culture, innovation, and accountability; promote collaboration with peers and across departments.
• When managing employees in other states, travel to relative locations to provide a valuable, in-person experience.
• For non-exempt personnel, approve payroll/timecards and PTO requests.
• Proactively solicit employee feedback to participate in solutions toward processes/system improvements that will increase efficiencies and turnaround time. Collaborate with management and others to recommend updates to baseline metrics, after improvements are implemented.
• Maintain and deliver on committed Service Level Agreements (SLAs) to the business by communicating with Underwriting leaders to identify these expectations and/or changes thereto.
• Annually, may be asked to provide input with the review and recommendation of departmental budget planning.
• Annually, may be asked to provide input with the review, recommendation and administration of annual merit increase and bonus award, to all direct report employees.
• Regularly engage with and help maintain partnership with offshore partner.
• Proactively communicate with business stakeholders, participating to provide relative feedback and solutions.
• Build and maintain strong relationships with other leaders across the organization and seek to offer support when functionally applicable.

Planning

• Follow work routines, established timelines, and pre-defined goals for assigned work.
• Meet time commitments/deadlines.

Communication

• Possess strong internal/external customer focus and high service level relationship with internal/external clients.
• Has a high level of interpersonal skills to handle sensitive and confidential experiences.

Cost Management

• Perform work thoroughly, in a cost-efficient manner and at a high productivity level.
• Utilize company resources effectively.

Business Controls and Policies

• Comply with all corporate policies and procedures.
• Take all reasonable steps to safeguard company assets against waste, loss, unauthorized use, and misappropriation.
• Report any breakdown in controls to manager.

People Management

• Direct Reports and partnered relationships with offshore resources.
• Possesses leadership and motivating skills.

Position Knowledge, Skills, and Requirements
Education and Experience

• College Degree preferred or relative working experience.
• 5+ years’ work experience; relevant and progressive business experience preferred.
• Experience working in an Agile environment or team
• Working in the insurance industry preferred
• Supervisor experience strongly preferred

Other

• Possess and have ability to apply basic knowledge of principles, practices, and procedures.
• Good written and verbal communication skills with an emphasis on confidentiality, tact, and diplomacy.
• Good organizational and analytical skills; demonstrated ability to manage multiple tasks, simultaneously with excellent follow-through skills.
• Believes in and finds value in a team-oriented approach.
• Has great attention to detail with the ability to detect discrepancies and variances.
• Flexible, handles competing demands, uses time efficiently and prioritizes appropriately.
• Good judgment and problem-solving abilities.

Travel:

Flexible travel to Mt. Kisco, NY and Encino, CA office.

Hybrid Schedule

Mount Kisco, NY, and Encino, CA Residents Only

For candidates working in person or remotely in the below locations, the reasonable pay range for this specific position is Encino, CA $76,200 – $104,800 annually; Mount Kisco, NY $83,200-$114,300 annually. The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the Company. The Company is fully committed to ensuring equal pay opportunities for equal work regardless of color, race, sex, national origin, sexual orientation, gender identity, gender expression, religion, age, veteran status, disability, pregnancy, citizenship status, genetic information, or any other basis protected by federal, state, or local pay equity laws. The salary range is the range THMCC, in good faith, believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future, and actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level. Even within the pay range, the actual compensation will vary depending on the above factors as well as market and business considerations.

The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefits package. We are a successful, dynamic organization experiencing rapid growth and are seeking an energetic and confident individual to join our team of professionals. The Tokio Marine HCC Group of Companies are equal-opportunity employers. Please visit www.tmhcc.com for more information about our companies.

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