Head of Ancillary Services jobs in California

Job Description

The Supervisor of Operations is primarily responsible for day-to-day supervision of the National Ancillary teams and/or employees in Ancillary Operations and their assigned work activities. This individual is expected to devote the majority of their time to managing the performance and workload of the Department’s staff including making recommendations about hiring, termination and other employment decisions, training new department members, coaching, counseling and evaluating performance of direct reports utilizing performance management processes as needed. Additionally, the Supervisor will plan and execute employee engagement activities that foster a high performing culture, focus on the development of employees to optimize their performance, and establish best practices for optimal work flows to maximize resources. They will maintain open lines of communication with internal and external business partners, including brokers and carriers. The supervisor will ensure customer support issues are addressed efficiently and effectively. They will establish proactive processes for diagnosing issues, tracking status, and providing resolution. The Supervisor of Operations will report to the Director of Operations or other senior leadership and is expected to perform with a minimal amount of supervision and to exercise outstanding judgment, communication skills and analytical reasoning in all aspects of job performance.

Overview Of Responsibilities

Initiate, evaluate and balance/reallocate work assignments to help associates achieve department and individual performance objectives

Manage and report out on established Key Performance Indicators monthly

Continually evaluate work environment to identify and make recommendations about areas in which procedures, processes and technology can be improved and assist in formulating and implementing new and existing processes, procedures and policies as applied in the various Department’s

Identify and work cooperatively with Human Resources as necessary to resolve employee relations, complaints and other interpersonal communication issues in a timely and professional manner

Identify staff development needs and provide/coordinate necessary training and skill development for members of the Department

Assure timely receipt and correction of timesheets for Department personnel as necessary

Compile and conduct all Departmental staff reviews as required and within required due dates

Respond promptly to all internal and external communications, such as client or management e-mails and phone messages, ideally within no more than 2-4 hours of receipt

Handle elevated broker/case issues in a timely fashion, generally within 24 hours, and provide timely follow up to affected parties regarding status

Participate in and complete other Department management projects as assigned in an efficient, cooperative and timely fashion

Identify topics and prepare materials for, and make training and other presentations at Departmental staff meetings

Achieve unit performance objectives as established

Mentor and train staff members; provide performance counseling and appropriate feedback; and recommend/implement disciplinary measures as needed

Provide supervisory back-up or assistance in other areas within the Department/Company as requested

Perform all other duties and responsibilities as reasonably assigned from time to time by the Company or its designated representatives

Expected Leadership Qualities

Ability to treat all applicants, employees and customers fairly and with respect and to communicate with other employees consistently in a dignified, positive fashion in order to encourage and achieve maximum performance results while earning respect and admiration of subordinates, co-workers and superiors

Ability to effectively communicate performance expectations and objectives and job requirements to subordinates and co-workers in a clear, effective and consistent manner o assist in their professional development

Ability to lead by example and to regularly review, understand, comply with and enforce all policies and procedures, including those regarding punctuality, attendance and harassment and discrimination prevention

Ability to embrace change with a positive attitude and to motivate others in the Department to do the same

Ability to maintain and foster positive, open communication channels with all affiliated internal service areas (including sales reps), brokers and carriers

Ability to demonstrate consistent, outstanding judgment, honesty and integrity in all aspects of job performance, including hiring, disciplinary and other recommendations and day-to-day supervisory and case assignment responsibilities

Minimum Qualifications

Minimum of a High School Diploma; advanced education or degree preferred

3-5 years in a Supervisor or Manager role with successful track record managing sales and /or operations teams

2-3 years’ experience supporting Ancillary business, including Dental, Vision. Life and other products. Must have a proven track record of successfully working with brokers and carrier partners.

Excellent communication skills (written and verbal) with history of effectively communicating clearly and timely to multiple audiences

Experience leading and motivating staff, utilizing performance management process in a multi-team environment

Extensive background in recruiting, interviewing, hiring, and on-boarding of new employees

Demonstrates strong creative problem solving; strong interpersonal and relationship-building skills with the ability to negotiate and influence others in a positive manner

Compensation

• Salary Range* - $87,075- $116,000 annually.
• Actual compensation may vary from posting based on work experience, education and/or skill level.
• * The salary range is the range Warner Pacific in good faith believes is the range of possible compensation for this role. at the time of this posting. The company may ultimately pay more or less than the posted range. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company’s sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.