Job Description

Job Purpose:

Under the general direction of the Customer Operations Leadership Team, the Manager II, Operations provides direct support and leadership to their respective Customer Operations Team, manages day-to-day operations, and works to ensure the timely and effective application of CUNA Mutual Group processes and policies.

The Manager II, Operations is directly responsible for ensuring quality customer sales and/or service that meets or exceeds CUNA Mutual clients and members expectations as measured by increasing revenue, decreasing expenses and/or retention of existing business.

This role will have responsibility for establishing performance metrics and managing process improvement in their respective areas.

In addition, the Manager II, Operations has the authority to hire, recommend termination, coach, develop and evaluate direct reports.

Framework General Profile and Scope

Manages professional employees and/or supervisors.

Accountable for the performance and results of a team within own discipline/department.

Adapts discipline/departmental plans and priorities to address resource and operational challenges for own team; identifies room for improvement.

Decisions are guided by policies, procedures and business plan; receives guidance from manager.

Provides technical guidance to employees, colleagues and/or customers.

Job Responsibilities:

Leadership / Coaching

Provides day-to-day leadership and supervision to team members

Assists in coaching team to be able to identify inquires which are beyond scope of authority and take appropriate actions

Inspires team to focus on adherence to CUNA Mutual Group policies and processes, as well as federal and state laws and regulations

Fosters a positive work environment

Develops and maintains productive working relationship with team members-some of which may be field based

Career Development / Performance & Dialogue

Set goals and standards of performance for team which is linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for successful completion of assignments or tasks

Provides on-going dialogue to team members about their performance

Coaches and helps establish individual development and career plans

Coordinates with Learning Consultant on career development opportunities

Performance Management

Completes quality reviews for team members

Ensures staff compliance with company processes, federal and/or state regulations as required

Monitors and evaluates quality and metrics reports for each team member and identifies required actions necessary to achieve service level and quality targets

Analyze periodic performance indicators and communicate regularly to team members

Prepares employee performance appraisals and merit recommendations

Issue Resolution

Investigates and resolves issues as required – whether customer issues, team issues or departmental issues

Operations Management / Continuous Improvement

Identifies, designs and makes recommendations for process changes to improve customer experience

Maintains an awareness of CUNA Mutual and Collateral Protection Insurance

Promotes and maintains a positive, professional image of CUNA Mutual Group

Participates in specials projects as assigned by manager

Communication

Informs team of changes, potential changes and other pertinent information affecting the department

Plans, coordinates and conducts meetings to discuss operational procedures and provide on-going training to the team as needed

Supports the dissemination of CUNA Mutual corporate-wide and location-specific communications on-site (i.e., bulletin boards, video monitors, peer recognition, etc.)

Business Continuous Improvements

Identifies and makes recommendations for process changes to improve customer experience

Notifies leadership of any issues that require exceptions to the normal process procedures

Provides assistance to other departments (Claims, Product Administration, Product, and Sales) as needed

Coordinates with other departments (Claims, Product Administration, Product and Sales) to ensure that performance targets are met

Promotes and maintains a positive, professional image of CUNA Mutual Group

Job Requirements:

Bachelor’s degree in Business or other related field or trade off in related professional experience

6-8 years of experience in customer service, administration or operations, preferably in the financial services and/or insurance industry

2-4 years prior supervisory experience leading a medium sized team

Prior property and casualty rating experience

Strong interpersonal and demonstrated team-building and coaching skills; proven teamwork and collaboration

Demonstrated analytical and problem solving skills; ability to apply sound judgment and make effective decisions

Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities.

Prior experience with project management methodology strongly preferred

Ability to communicate at all levels with clarity and precision, both written and verbal

Ability to adapt in a changing work environment

Advanced technical / computer skills, including MS Word, Excel, PowerPoint, SharePoint, etc.

Major designation preferred, or working towards a designation.

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Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.

Base Salary Range:

$86,000.00 - $129,000.00

CUNA Mutual Group’s insurance, retirement and investment products provide financial security and protection to credit unions and their members worldwide.

As a dynamic and growing company, we strive to create a culture of performance, high standards and defined values.

In return for your skills and contributions, we offer highly competitive compensation and benefit packages, significant professional growth, and the opportunity to win and be rewarded.

Please provide your Work Experience and Education or attach a copy of your resume.

Applications received without this information may be removed from consideration.

Accommodation Request

At CUNA Mutual Group we believe in fostering an inclusive environment where everyone can bring their best self and thrive.

If application or interview process accommodations are needed please notify us at

[email protected]

Location

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