Manager, Inservco Business Process

Penn National Insurance; Harrisburg (Dauphin County); Hybrid; USD 95,000 - 130,000; Full time

Job summary

Inservco Insurances Services, Inc. in Harrisburg, PA is seeking a Manager, Inservco Business Process to lead cross-functional teams, drive strategic initiatives, and oversee major projects within the centralized operations.

This hybrid role collaborates with IT and operations leadership to deliver improved service, productivity, and profitability. Responsibilities include coaching staff, managing complex projects, coordinating with clients, and leveraging data analytics to meet client demands

Qualifications

• Bachelor’s degree in Business Administration or similar discipline.
• Continuing education in insurance-related courses.
• Project Management Certification preferred.

Responsibilities

• Monitors and manages support staff work for Inservco’s systems and processes including quality assurance, service level agreements, cross functional training, and coordination of training for new hires.
• Develops, directs and coaches assigned staff, including establishing performance objectives and clear success criteria, as well as monitoring performance outcomes and addressing issues appropriately.
• Leads by example in communicating with staff. Encourages open dialogue in staff meetings and one-on-one discussions.
• Collaborates with clients on projects and requests to promote Inservco’s technological capabilities and provide flexibility to meet clients’ demands while achieving a high degree of customer satisfaction.
• Easily accommodates changing assignments, suggesting appropriate priorities to the IT Director, President and CEO, managers, and team leaders as needed.
• Assists the Team Leader, Inservco Centralized Services, in identifying and providing solutions to issues and obstacles within the Centralized CSR Team pertaining to both workflow and personnel issues.
• Manages large, complex Inservco projects that may or may not be based on new technologies, including determining business requirements, completing initial analysis, defining operational outcomes, developing implementation project plans, and identifying necessary resources to successfully manage complex operational projects.
• Evaluates systems and processes to determine methods for meeting technology requests and reporting requirements outlined in RFPs for new client business.
• Initiates, directs and completes major and complex projects that support operational objectives or the onboarding of new clients. Leads and manages specific projects or teams formed to complete major projects. Organizes, informs, instructs, and often oversees individuals participating in projects to maximize effectiveness.
• Monitors and manages client and end-user requests submitted to the Inservco IT Team, ensuring timely resolution in accordance with established Service Level Agreements (SLAs) and adherence to quality standards.
• Oversees the processes and resources involved with the day-to-day transfer of data files and reports for state contracts. Works with the Team Leader, Inservco Centralized Services, to monitor and manage the accuracy and timeliness of deliveries to ensure service level agreements are met and penalties are avoided.
• Oversees the Team Leader, Inservco Centralized Services, in managing the Inservco Centralized CSR Team.
• Maintains professional working relationships with internal and external customers to promote acceptance of systems and procedural changes. Conducts meetings with clients, vendors and Inservco staff as necessary.
• Develops non-processing systems to support operational changes that impact Inservco users and integrate with existing systems and procedures. Serves as a liaison with clients both internally and externally.
• Stays current on technological developments, project management methods, continuous improvement techniques, organizational design and business environment trends to bring innovative thinking, creative concepts and positive change to Inservco Operations. Must be adaptable to variable situations requiring analytical, adaptive or evaluative thinking.
• Assists in designing, implementing and monitoring systems and reports, including quality reviews, workflow reviews and service standards.
• Develops, updates and distributes written documentation and instructions needed as a result of new or modified systems, procedures, policies and reports. Conducts training sessions in classroom settings, at worksites or virtually.
• Assists in assessing new or existing technologies in collaboration with Inservco Management and IT that may improve current systems or procedures and develop uses for new technologies within Inservco.
• Directs and evaluates Inservco Centralized CSR Team statistics and metrics to measure overall team performance and makes recommendations regarding procedures or training to increase productivity.

Skills

Team Building

Conflict Resolution

Problem Solving

Action Oriented

Managing Performance

Embraces Data Analytics

Education

Bachelor's degree in Business Administration

Continuing education in insurance

Project Management Certification

Job description

Job Description

Inservco Insurances Services, Inc. is a leading third-party claims administration firm providing integrated risk management services to more than 700 customers. We are a wholly owned subsidiary of Penn National Insurance.

Job Description

Inservco Insurances Services, Inc. is a leading third-party claims administration firm providing integrated risk management services to more than 700 customers. We are a wholly owned subsidiary of Penn National Insurance.

The Manager, Inservco Business Process is responsible for developing solutions to major operational business issues and managing complex divisional projects that are crucial for the achievement of operational initiatives, such as enhancing service, improving productivity, increasing quality, onboarding new business, and maintaining customer service and profitability. The position is also responsible for overseeing business processes across Inservco operations.

This is a hybrid role reporting to the Harrisburg, PA office.

POSITION COMPETENCIES

• Team Building
• Conflict Resolution
• Problem Solving
• Action Oriented
• Managing Performance
• Embraces Data Analytics

Essential Duties And Responsibilities

• Monitors and manages support staff work for Inservco’s systems and processes including quality assurance, service level agreements, cross functional training, and coordination of training for new hires.
• Develops, directs and coaches assigned staff, including establishing performance objectives and clear success criteria, as well as monitoring performance outcomes and addressing issues appropriately.
• Leads by example in communicating with staff. Encourages open dialogue in staff meetings and one-on-one discussions.
• Collaborates with clients on projects and requests to promote Inservco’s technological capabilities and provide flexibility to meet clients’ demands while achieving a high degree of customer satisfaction.
• Easily accommodates changing assignments, suggesting appropriate priorities to the IT Director, President and CEO, managers, and team leaders as needed.
• Assists the Team Leader, Inservco Centralized Services, in identifying and providing solutions to issues and obstacles within the Centralized CSR Team pertaining to both workflow and personnel issues.
• Manages large, complex Inservco projects that may or may not be based on new technologies, including determining business requirements, completing initial analysis, defining operational outcomes, developing implementation project plans, and identifying necessary resources to successfully manage complex operational projects. Project examples may include SOC Audits, data conversations for new clients, and reworking reporting solutions for clients.
• Evaluates systems and processes to determine methods for meeting technology requests and reporting requirements outlined in RFPs for new client business.
• Initiates, directs and completes major and complex projects that support operational objectives or the onboarding of new clients. Leads and manages specific projects or teams formed to complete major projects. Organizes, informs, instructs, and often oversees individuals participating in projects to maximize effectiveness.
• Monitors and manages client and end-user requests submitted to the Inservco IT Team, ensuring timely resolution in accordance with established Service Level Agreements (SLAs) and adherence to quality standards.
• Oversees the processes and resources involved with the day-to-day transfer of data files and reports for state contracts. Works with the Team Leader, Inservco Centralized Services, to monitor and manage the accuracy and timeliness of deliveries to ensure service level agreements are met and penalties are avoided.
• Oversees the Team Leader, Inservco Centralized Services, in managing the Inservco Centralized CSR Team.
• Maintains professional working relationships with internal and external customers to promote acceptance of systems and procedural changes. Conducts meetings with clients, vendors and Inservco staff as necessary.
• Develops non-processing systems to support operational changes that impact Inservco users and integrate with existing systems and procedures. Serves as a liaison with clients both internally and externally.
• Stays current on technological developments, project management methods, continuous improvement techniques, organizational design and business environment trends to bring innovative thinking, creative concepts and positive change to Inservco Operations. Must be adaptable to variable situations requiring analytical, adaptive or evaluative thinking.
• Assists in designing, implementing and monitoring systems and reports, including quality reviews, workflow reviews and service standards.
• Develops, updates and distributes written documentation and instructions needed as a result of new or modified systems, procedures, policies and reports. Conducts training sessions in classroom settings, at worksites or virtually.
• Assists in assessing new or existing technologies in collaboration with Inservco Management and IT that may improve current systems or procedures and develop uses for new technologies within Inservco.
• Directs and evaluates Inservco Centralized CSR Team statistics and metrics to measure overall team performance and makes recommendations regarding procedures or training to increase productivity.

Additional Responsibilities

• Performs other duties as assigned by the Director, Information Technology, Inservco.

SPECIAL RELATIONSHIPS

• Position will have direct reports such as:
• Team Leader, Inservco Centralized Services
• Systems Support Technician
• Direct contact with all levels of Inservco personnel and processing staff, both in the Home Office and among Remote Workers.
• Direct contact with Clients, Brokers, Vendors, and State and Federal Agencies.

Qualifications

• Bachelor’s degree in Business Administration or similar discipline preferred.
• Continuing education in insurance-related courses preferred.
• Project Management Certification preferred.

Experience

• Minimum of 7 years of experience in a business environment (third-party administration or property/casualty insurance industry highly preferred) in an analytical role.
• Prior project management experience required.
• Prior supervisory experience preferred; or direct leadership/management of cross-functional or multidisciplinary project teams required.

Technical/Professional Knowledge