Service Operations Director

Job Description

We are Farmers! 
Join a team of diverse professionals at Farmers to acquire skills on the job and apply your learned knowledge to future roles at Farmers. Farmers Insurance also offers extensive training opportunities through the award winning University of Farmers named by Training magazine amongst top 10 corporate training units in the world.

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Job Summary 
Directs and coordinates policy processing and life underwriting  operations to accomplish underwriting, revenue, expense and service goals and to attain profitable growth and market penetration. Drives the continuous improvement, operational excellence, and performance driven culture of the operation. Provides leadership that facilitates satisfaction and retention of high quality employees. Plans, organizes, directs, and controls operations. 
Essential Job Functions 
Administers and controls risk acceptance, improvement, rejection, and cancellation of policies so the resulting average loss frequencies and loss severities do not exceed those anticipated in the adopted rate structure. Promotes stability in these factors in accordance with established objectives, policies, practices, and standards of the company and applicable laws and regulations. Supervises rating administration. Directs the development and maintenance of productivity standards and service schedules; coordinates with Workforce Management to review workflow schedules. Directs policy service to render prompt, efficient, and professional service to agents and policyholders. Oversees the handling of premiums, billings and audits. Oversees the handling of customer and agency complaints to assure their resolution. Directs and conducts audit activities to determine the effectiveness of controls, compliance with management directives, compliance with regulatory requirements and efficiency of operations; implements corrective action on audit findings and for improvement of operational excellence. Directs, conducts and coordinates the analysis of strengths and weaknesses and establishes objectives and plans for departmental attainment of state, service center and corporate objectives. Coordinates agency relations. Continues to build personal skill set by participating in in-house or outside insurance / industry related courses and seminars as deemed necessary to expand strategic, product, system and best practices knowledge. Performs other duties as assigned. 
Physical Actions 
Besides some sedentary work, job duties require some or all of the following physical activities: Standing, carrying/lifting up to 10 pounds, seeing and hearing, walking, reaching, pushing and pulling, and speaking, reading, and writing. 
Physical Environment 
Required job duties are normally performed in a climate-controlled office environment. 
Education Requirements 
Bachelor's degree required and attainment of, or actively pursuing an insurance-related designation or call center certification. Completion of Six Sigma Green Belt certification. 
Experience Requirements 
Four years of experience in a contact center or other customer service oriented environment including four years in a management capacity. At least eight years of business experience. 

Contact Center experience required.
Special Skill Requirement 
Leadership and people management skills PC skills Strong written and oral communication skills Demonstrated analytical and organizational skills 
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce. 

Schedule: Full-time

Job Posting: 02/07/2020