H&B Support Manager

Inspira Financial; Oak Brook (IL); On-site; USD 70,000 - 110,000; Full time

Job summary

Inspira Financial is seeking a Manager to lead the H&B Support team in Oak Brook, IL, responsible for overseeing Support Specialists serving pre-tax products and related services. The role emphasizes data-driven performance management, coaching, and collaboration with product, digital, account management and operations.

The Manager will mentor staff, maintain service levels, and drive continuous improvement while partnering with HR on employee matters.

Qualifications

• Experience leading a team of support professionals.
• Ability to analyze performance metrics and coach accordingly.
• Strong communication and collaboration across departments.
• Proven ability to drive service quality and customer satisfaction.

Responsibilities

• Supervise a team of Support Specialists that provide daily support and service to account holders.
• Ensure the team meets established service levels, quality, and survey KPIs.
• Ensure compliance with phone metrics such as schedule adherence and After Call Time.
• Share insights with Senior Manager, Product and Sales to drive improvements.
• Collaborate with HR on employee matters including performance reviews and trainings.
• Address escalated client service issues and coordinate with internal partners.
• Work with Technology on program enhancements and cross-functional initiatives.
• Provide timely answers to accountholder inquiries and maintain professional service.

Skills

People leadership

Data-driven

Performance coaching

Cross-functional collaboration

Job description

H&B Support Managers report to a Sr. Manager, H&B Support. This role within the H&B Support team is responsible for supervising a team of Support Specialists committed to providing a high level of service to existing and potential Inspira clients for pre-tax products like HSA and FSA, and additional services like COBRA or Commuter Services. The Manager will leverage data to manage team performance, coach and engage with team members to drive an elevated level of performance, promote ownership and accountability, and evaluate team and individual performance to achieve goals and objectives. Support Managers are expected to be experts in their part of business and will collaborate as a consultant or partner to various workgroups, such as product, digital, account management and operations.

Duties & Responsibilities:

Continually improve the performance of the team with coaching, skills transfers, 1-1 development, team meetings, and recognition.

Supervise a team of Support Specialists that provide daily support and service to account holders. Ensure the team consistently meets established service levels, quality, and survey KPIs

Ensure the team in compliant with all phone related metrics, such as schedule adherence, attendance, and After Call Time

Share information gathered from conversations with account holders with the Senior Manager, Product and Sales to provide insight into the client activities and requests to drive future product enhancements

Create an environment that encourages trust, respect, and transparencyWork cross-functionally with various individuals at all levels of the business, both internally and externally, to maximize service

Maintain a positive work atmosphere with the team and internal departmentsPartner with the appropriate Employee Relations and Human Resource teams on all employee matters, including but not limited to corrective actions, terminations, performance improvement plans, review cycles, payroll, and leave of absence.

Promptly address any escalated client service issues, bringing in internal partners as needed to resolveWork closely with Technology and the Management Team on program enhancements

As necessary, provide answers to accountholder inquiries regarding Inspira’s products, and services, including taking escalated calls as neededMaintain a professional approach to accountholder service, consistent with Inspira protocol and service levelsCan work all hours that the internal contact center is open

Other duties as assigned

Additional Manager Responsibilities:

Responsible for collaborating with the Talent and Acquisition team to recruit and hire new staff.

Work with the Training and Quality team to coordinate training for all new hires.

Oversee day-to-day workflow of the team

Provide constructive and timely feedback to staff, including conducting mid-year and annual performance reviews

Track and monitor to ensure all Compliance Training courses are completed timely

Collaborate with HR on any performance related issues related to performance improvement plans. Ensure documentation is detailed, clear, and concise

Assist with call lab coaching and STEP academy as needed

Coverage for a peer who is out of office