Job Summary

Evaluates, assigns and monitors the team’s activities to ensure work completion in order to improve work output. They resolve complex transactions, customer inquiries, policy or billing questions by being a subject matter expert. Responsible for the development of team members as well as implementing plans that improve the work environment and business result

Job Accountabilities - Key Accountabilities

• Supervises assigned team members’ daily activities.
• They assist management by evaluating, assigning, and monitoring workflow to ensure work completion and teamwork of the Service Operations team.
• They track the teams' production progress towards daily, weekly, and monthly goals and deadlines, and take pro-active steps, maintain thorough and current working knowledge of procedures, methods and regulatory requirements, and partner with other leaders to develop, pilot and execute improvements.
• They understand, support and advocate the organization’s overall strategy and communicate company strategies related to product, processes, policies and practices.
• They interact with and respond to customer inquiries or escalations, as requested, and model, promote and advocate Zurich’s core values.