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Acts as a liaison between Farmers New World Life Operations senior leadership and Distribution senior leadership, in addition to other business units to build a nationwide field strategy to manage vital initiatives and programs assisting in driving operational success through distribution focused interactions. Ensures company vision and strategy is defined and supported in alignment with all team objectives and direct report’s regional stra tegies. Accountable to drive positive impact toward low effort service for our customers, both internal and external. Provides strategic oversight, direction, and leadership with nationwide scope for supported executives and is responsible for strategic leadership within Farmers New World Life Operations functions and across the enterprise.
Develops and drives Farmers New World Life Operations overarching field strategy in alignment with Service Operations and Farmers strategic priorities. Oversees and guides regionalized strategies executed by team of Consultants. Accountable to partner with multiple businesses and collaborate effectively with senior leadership; acting on behalf of Service Operations executive team. Report assigned territory results and updates to senior leaders. Share phases of technology projects with regional and field partners as necessary. Drives adoption and engagement of strategic initiatives through team objectives and activities. Provides sound consultative guidance to projects and programs aimed at reducing agent/customer effort and ensuring awareness around process impact. Effectively translates client business requirements into specific systems, applications, or project designs. Accountable to drive positive impact toward effortless service of our customers, both internal and external. Leverage agent, customer, and employee feedback with supporting analytics to foster a continuous improvement mindset. Shares identified strategic opportunities with senior leaders across multiple businesses via the use of tools and software to drive operational efficiencies and customer experience improvements. Responsible for team activities that lead to an optimization of the service delivery process by using critical thinking, reports, agent/customer satisfaction surveys, agent engagement panel feedback, and additional resources available. Acts as the business lead for critical projects and pilot programs impacting operations, distribution, and outside stakeholders including driving strategic initiatives, communication planning, training development, reporting, and designing processes. Evaluates project requests and related tasks to establish priority with leadership, peers and other stakeholders. Oversees direct reports and supports the department overall for the professional development and management oversight to ensure employee engagement and continual improvement within the team. Perform other duties as assigned.
Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.
This position operates in an open office working environment which will include normal and customary distractions, noise, and interruptions.
High school diploma or equivalent required. Bachelor's degree preferred.
5-7 years demonstrated contact center or field leadership experience required. Project management experience preferred.
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.
Job Posting: 01/24/2020
Other Locations: United States, Ohio, Columbus