Job Details

Manager, Policy Administration

The Standard, Portland, OR

Job - Corporate/Business

Close Date: 05/24/2019

If you want to make a positive difference and stand out from the crowd, you’ll fit in at The Standard ( Through our retirement plans and insurance products and services, we help people achieve financial well-being and peace of mind. Come join us and share our passion for serving our customers in a positively different way.

Manage the activities of the Individual Disability Insurance (IDI) New Business Policy Administration teams to meet service levels to contribute to the growth of the IDI business line 
Responsible for managing the work environment, identifying workforce needs and ensuring alignment with corporate manager expectations, values and vision.

Oversee and develop the Contract Specialist and department Staff Assistant teams and their activities to provide service in alignment with department and division goals. Partner with IDI vendor manager and external vendors to align workflow and service levels to evolving customer and department expectations. Develop and monitor department metrics, procedures and policies and priorities in alignment with Operations department goals; adapt plans and priorities to address resource and operational challenges. Resolve escalated service issues directly with field distribution partners; oversee exception processing. Identify opportunities for future-state department goals. Participate in developing strategy and goals for department.

Collaborate with IDI leaders, vendors and technical resources to design creative workflow and system solutions to solve administrative issues and continue to improve cycle time and field experience. Analyze business workflow to design more efficient methods to complete work in alignment with future state goals and plans. Apply a disciplined problem solving model or approach to solve longer-term opportunities or problems. Anticipate customers’ needs and takes action to improve, prevent and/or resolve related customer service opportunities.

Participate in, lead and/or facilitate training or implementation of special projects, identify and implement improvements in workflow, systems, procedures and product development to ensure effective departmental operations. Coordinate team activities to ensure effective results; determine training needs for each team member to ensure effective, consistent utilization of evolving systems and procedures.

Responsible for creating talent pipeline for higher levels roles within IDI; motivates, trains and develops staff to create reliable, developed talent for identified roles within IDI career paths. Conduct regular, open performance and development reviews for staff. Ensure training, documentation and career and development paths are well established and maintained for department staff.

Education: Bachelor’s degree in business or related field preferred, and/or the equivalent combination of education and relevant experience.

Experience: Six to seven years of progressively responsible experience in administration or operations and customer service, including two years in a leadership or supervisory role. Proven experience in process improvement disciplines (LEAN or other methodology). Experience in implementing new technology to improve cycle time and customer experience required. Vendor management experience preferred. Project management and leadership experience required.

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