Overview:
If you’re good at what you do, work anywhere. If you’re the best at what you do, come work at Patra! We are leading the way in providing Technology-Enabled Services to the insurance industry. We have a culture first approach that puts inclusivity and work/life balance at the forefront. We do this 100% remotely, always have.
Responsibilities:
Under direction, the Select Senior Manager proactively and efficiently leads a team of Managers to meet clients’ customer service needs while adhering to Patra Select Servicing Standards.
Job Duties by Competency
Knows the Business
-
Conducts monthly reviews of manager audits and escalates any areas failing to meet servicing standards.
-
Interact with Agency Contact as needed on all relevant issues and maintain a positive relationship
-
Collaborate on all hiring selections within assigned client teams based on review of margins and the revenue to be supported as approved by the Director.
-
Ensure our teams are meeting KPI’s for each customer: retention, completed call rate and adhering to Select Servicing Standards
-
Complete Quarterly Business Reviews for assigned client teams and provide to Director
Leads Others
-
Manage and mentor Mangers through regular check-ins, coaching, constructive feedback, and strength development, acting on issues and reporting such to Director and coordinating with Training, HR, etc.
-
Manage and monitor PTO usage for all Managers and their teams
-
Oversight of Manager’s desk time management and organization as required
-
Act as resource for Managers regarding markets, escalations, client relationships, people issues and time management
-
Hold monthly team meetings to communicate department updates, goals, etc.
-
Implement any new initiatives as directed by Management team
-
Project an “open-door” communication style, creating a feeling of belonging
-
Possess a coaching and mentoring skillset vs. micro managerial approach
Accountable
-
Ensure all Managers and team members have proper licensing, time management and organization
-
Participate in weekly Leadership meetings, Leadership Cohorts and Manager meetings
-
Complete monthly and quarterly compliance audits for all Managers and ensure Managers are completing monthly audits for their Account Managers
-
Support Managers and hold them accountable to correct staff shortcomings as needed, including disciplinary actions, reporting any issues (performance, E&O or personal) to Senior Management
-
Conduct annual performance reviews for each Manager on time by employee’s work anniversary and monitor Managers are doing the same for Account Managers
-
Ensure Managers are checking AMA frequently for each AM to ensure information is updated consistently to meet Servicing Standards
-
Review and approve Bonus Metric worksheet each month for each AM, using data from renewal recap email, Retention Tracking app and Compliance audits, providing any comments and/or exceptions on Bonus Metric as needed
-
Ensure Manager and their teams are utilizing our international team members
-
Act with initiative and determination with no supervision from Director
-
Execute quick and sound decisions based on facts and evidence provided
Team Player
-
Ability to work well within all levels of the organization
-
Ability to remain calm under pressure in high-stress environment
-
Values differences and sensitive to cultural norms
-
Excellent verbal and written communication skills
-
Excellent time management skills
-
Detail-oriented with superior organizational skills
-
Act with initiative and determination with little supervision
-
Demonstrates commitment to personal responsibility and value for safety and respect
-
Communicates concerns timely and with transparency
-
Uses and promotes safe respectful behaviors based on training and lessons learned
Patra Core Competencies
-
Knows the Business
-
Leads Others
-
Accountable
-
Team Player
Qualifications:
- Active Property & Casualty Insurance License
-
Minimum internet speed of 6 mbps download and 3 mbps upload; Wired Ethernet cable connection from home router to computer; No satellite
-
Ability to work on video daily using our Zoom software.
-
Subject to and expected to comply with all applicable Patra Corp policies and procedures
-
Minimum of one year of Commercial experience
Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.