EMC Insurance Companies
Claims Help Desk Assistant Manager
EMC Insurance Companies, Iowa, Louisiana, United States, 70647
Join to apply for the Claims Help Desk Assistant Manager role at EMC Insurance Companies.
At EMC, we’re all about working together to make an impact. As part of our team, you’ll have the opportunity to grow, contribute, and gain experience that matters. We strive to be caring leaders, close partners, and responsive experts—always supporting each other to do our best work. Join us, and let’s improve lives together.
This role can be performed remotely anywhere in the US, with preference to work remotely in the Central timezone.
Essential Functions
Oversees execution of Claims Help Desk and Technical Support functions, ensuring alignment with organizational goals and service excellence standards
Leads workforce planning and resource allocation to optimize unit performance and responsiveness to fluctuating work volumes
Drives resolution of complex and escalated technical issues, ensuring minimal disruption to end-user productivity and coordinating with cross-functional teams for timely resolution
Enforces quality standards for ticket documentation and resolution, ensuring consistent delivery of high-value support and customer satisfaction
Collaborates with training team, including developing and updating claims help desk training materials aligned with business priorities and system changes
Anticipates training needs related to system enhancements and assists training
Oversees sprint assignments, including development and delivery of results, communication of updates and training materials
Ensures adherence to best practices, standards and procedures across all assignments and deliverables
Cultivates strong partnerships with Claims and Underwriting
Uses feedback and trend analysis to inform leadership of systemic issues and opportunities for growth
Provides input and coordination for Guidewire implementation and rollout initiatives
Manages resources to empower end-user self-service and reduce support dependency
Leads testing and validation of new system developments and updates, ensuring alignment with business requirements and operational impact
Evaluates proposed system changes for impact across claims and communicates to stakeholders
Facilitates cross-functional collaboration to implement technical solutions and process enhancements
Oversees the creation and deployment of communications regarding system updates, outages and enhancements to ensure transparency and preparedness across claims
Oversees and monitors the workload and performance of the department
Guides teams through complex work issues and answers questions
Collaborates with team members to establish performance goals and monitor status
Conducts performance reviews and provides coaching
Interviews, hires and recommends salary adjustments for team members
Resolves disciplinary issues, reviews results, action plans, and progress
Provides training for team and encourages continuing education
Develop team expertise and assist with succession planning, including identifying talent and implementing development plans for critical positions
Supports diversity, equity, and inclusion initiatives
Fosters an innovative culture, including supporting new ideas for improvement and providing guidance
Education & Experience
Associate degree, preferably in business administration, computer science, or related field, or equivalent relevant experience
Six years of experience in business analysis, process improvement, service desk, claims, or related experience
JIRA experience preferred
Guidewire Experience or certification preferred
Prior experience with process management and property/casualty insurance preferred
Previous leadership or supervisory experience preferred
Customer service designation such as Accredited Customer Service Representative (ACSR) preferred
Knowledge, Skills & Abilities
Excellent knowledge of computers and claims systems
Excellent understanding of application software
Ability to work on multiple projects simultaneously
Strong interpersonal skills and conflict resolution abilities
Strong analytical, problem-solving, organizational, and prioritizing skills
Excellent customer service skills
Strong ability to continually look for ways to improve processes and procedures
Excellent organizational, written, and verbal skills
Excellent presentation skills
The hiring salary range for this position will vary based on geographic location, falling within either of the following:
$77,013 - $106,126 or $84,912 - $117,001.
A hiring range represents a subset of the full salary range. The actual salary will depend on several factors, including relevant education, skills, and experience of an applicant, geographic location, and business needs.
For information relating to the benefits EMC Team Members receive as part of a comprehensive rewards package, please visit www.emcins.com/careers.
Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws. All of our locations are tobacco free including in company vehicles.
Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Administrative
Industry: Insurance
#J-18808-Ljbffr
At EMC, we’re all about working together to make an impact. As part of our team, you’ll have the opportunity to grow, contribute, and gain experience that matters. We strive to be caring leaders, close partners, and responsive experts—always supporting each other to do our best work. Join us, and let’s improve lives together.
This role can be performed remotely anywhere in the US, with preference to work remotely in the Central timezone.
Essential Functions
Oversees execution of Claims Help Desk and Technical Support functions, ensuring alignment with organizational goals and service excellence standards
Leads workforce planning and resource allocation to optimize unit performance and responsiveness to fluctuating work volumes
Drives resolution of complex and escalated technical issues, ensuring minimal disruption to end-user productivity and coordinating with cross-functional teams for timely resolution
Enforces quality standards for ticket documentation and resolution, ensuring consistent delivery of high-value support and customer satisfaction
Collaborates with training team, including developing and updating claims help desk training materials aligned with business priorities and system changes
Anticipates training needs related to system enhancements and assists training
Oversees sprint assignments, including development and delivery of results, communication of updates and training materials
Ensures adherence to best practices, standards and procedures across all assignments and deliverables
Cultivates strong partnerships with Claims and Underwriting
Uses feedback and trend analysis to inform leadership of systemic issues and opportunities for growth
Provides input and coordination for Guidewire implementation and rollout initiatives
Manages resources to empower end-user self-service and reduce support dependency
Leads testing and validation of new system developments and updates, ensuring alignment with business requirements and operational impact
Evaluates proposed system changes for impact across claims and communicates to stakeholders
Facilitates cross-functional collaboration to implement technical solutions and process enhancements
Oversees the creation and deployment of communications regarding system updates, outages and enhancements to ensure transparency and preparedness across claims
Oversees and monitors the workload and performance of the department
Guides teams through complex work issues and answers questions
Collaborates with team members to establish performance goals and monitor status
Conducts performance reviews and provides coaching
Interviews, hires and recommends salary adjustments for team members
Resolves disciplinary issues, reviews results, action plans, and progress
Provides training for team and encourages continuing education
Develop team expertise and assist with succession planning, including identifying talent and implementing development plans for critical positions
Supports diversity, equity, and inclusion initiatives
Fosters an innovative culture, including supporting new ideas for improvement and providing guidance
Education & Experience
Associate degree, preferably in business administration, computer science, or related field, or equivalent relevant experience
Six years of experience in business analysis, process improvement, service desk, claims, or related experience
JIRA experience preferred
Guidewire Experience or certification preferred
Prior experience with process management and property/casualty insurance preferred
Previous leadership or supervisory experience preferred
Customer service designation such as Accredited Customer Service Representative (ACSR) preferred
Knowledge, Skills & Abilities
Excellent knowledge of computers and claims systems
Excellent understanding of application software
Ability to work on multiple projects simultaneously
Strong interpersonal skills and conflict resolution abilities
Strong analytical, problem-solving, organizational, and prioritizing skills
Excellent customer service skills
Strong ability to continually look for ways to improve processes and procedures
Excellent organizational, written, and verbal skills
Excellent presentation skills
The hiring salary range for this position will vary based on geographic location, falling within either of the following:
$77,013 - $106,126 or $84,912 - $117,001.
A hiring range represents a subset of the full salary range. The actual salary will depend on several factors, including relevant education, skills, and experience of an applicant, geographic location, and business needs.
For information relating to the benefits EMC Team Members receive as part of a comprehensive rewards package, please visit www.emcins.com/careers.
Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws. All of our locations are tobacco free including in company vehicles.
Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Administrative
Industry: Insurance
#J-18808-Ljbffr