Operations Support Specialist

Penn National Insurance; Harrisburg (Dauphin County); Hybrid; USD 75,000 - 103,000; Full time

Job summary

Penn National Insurance is seeking an Operations Support Specialist to design, develop, and implement automated and non-automated solutions addressing operational needs. You will manage projects to improve service, productivity, and profitability while supporting strategic initiatives.

The role is hybrid, based in Harrisburg, PA, with responsibilities spanning analysis, documentation, testing, and collaboration with internal and external resources.

Qualifications

• Associates’ degree preferred and continuing education in insurance preferred.
• Experience: minimum 3 years in a business environment, technical/analytical role; insurance industry preferred.

Responsibilities

• Creates detailed business requirements using diagrams, models, matrices to develop solutions.
• Develops and implements post-production ROI validation for enhancements.
• Delivers staff training on new systems, workflows, and processes.
• Develops job aids, procedures, workflows, user manuals, and training materials for projects.
• Creates test plans, matrices, acceptance criteria and use cases to validate solutions.
• Coordinates testing efforts and participates in division audits.
• Defines project tasks, resources, risks and timelines; tracks deliverables.

Skills

Business Acumen

Negotiation

Results Oriented

Time Management

Decision Making

Education

Associates’ degree preferred

Continuing education in insurance

Tools

SharePoint

Azure DevOps

Job description

For over 107 years, Penn National Insurance has been a trusted partner to individuals, families and businesses because we are a mutual insurance company where service and support for our policyholders are at the heart of everything we do.

We market our products through a network of 1,200 independent agency operations in 13 states.

We are seeking a Operations Support Specialist responsible for designing, developing, coordinating and implementing automated & non-automated solutions that resolve operational problems and maximize the benefits derived from business opportunities. Responsibilities include managing projects that are crucial to achieving operational and strategic initiatives; such as enhancing service, improving productivity, increasing quality and maintaining profitability.

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

POSITION COMPETENCIES

• Business Acumen
• Negotiation
• Results Oriented
• Time & Priority Management
• Decision Making

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Creates detailed business requirements, using the best combination of text, diagrams, models, matrices, etc, to develop and implement solutions to business needs.
• Participates in outlining and creating post production methods of validating the return on investment of implemented enhancements.
• Provides training and assistance to staff on new and enhanced systems, workflows and processes.
• Develops job aid materials, procedures, workflows, user manuals, training guides, presentations and other documentation regarding planned and strategic projects.
• Creates test plans, test matrices, acceptance criteria and use cases, to validate and verify the developed solutions.
• Coordinates the testing efforts on assigned projects.
• Participates in division audit review functions and activities.
• Identifies, develops and integrates new and existing operational and strategic initiatives, including: quality, service, productivity, profitability, management information and expense management.
• Develops strategies and proposals to meet and solve operational challenges and issues.
• Conducts market research for new vendors and systems, in regards to identifying solutions to business issues.
• Using a variety of tools and techniques completes research and analysis into defined business issues, to gather the information that is needed to develop solutions.
• Develops and proposes operational solutions, prioritizes requirement components, researches and analyzes costs, benefits and risks of proposed solutions.
• Designs and creates ad hoc reports for the purpose of making business decisions.
• Troubleshoots and resolves production issues/problems.
• Defines project tasks and resource requirements.
• Identifies project risks and mitigation strategies.
• Assists with coordinating and monitoring the costs of assigned projects.
• Manages conflicts and negotiates to maintain consensus on solution scope, time, and cost.
• Creates and maintains project timelines and work plans.
• Defines project tasks and resource requirements.
• Defines roles and responsibilities for assigned resources.
• Directs & supports project teams including both on site resources and external resources.
• Tracks, monitors and controls project deliverables and creates status reports for stakeholders.
• Initiates preventative / corrective measures to ensure assignments stay on track.

ADDITIONAL RESPONSIBILITIES

• Assists division in the budgeting process.
• Selects best approach to complete assignments and gains buy in on approach for each assignment.
• Uses sound logic, data and analytics to justify and recommend solutions. Heavily influences final decisions.
• May manage the day-to-day duties of production support team members or project team members, to possibly include providing input on their performance.
• Performs other duties as may be assigned by the supervisor/manager

SPECIAL RELATIONSHIPS

• Direct contact with both internal and external resources
• Internally: Penn National employees including those within business and technical units, line and staff operations, and executives
• Externally: agents, vendors, state agencies, and customers
• Ability to interact with all levels of authority within the organization.
• Ability to be sensitive and effective in both listening and communicating with end users

QUALIFICATIONS

Education/Credentials

• Associates’ degree preferred
• Continuing education in insurance related courses preferred

Experience

• Minimum of 3-years’ experience in a business environment, in a technical or analytical role; insurance industry preferred

Technical/ Professional Knowledge

• SharePoint and Azure Dev Ops
• Demonstrated research, and problem-solving skills
• Proficiency in utilizing data and analytics in making business decisions
• Effective verbal, written and listening communication skills, for exchanging routine and non-routine information with people inside and outside of the company
• Excellent inter-personal skills that build, maintain and foster productive relationships to assist in meeting goals and achieving results, with the ability to effectively direct and coordinate the activities of others within a designated project or team
• Excellent training and presentation skills
• Proficiency with personal computers, spreadsheets Microsoft Office Suite and database software
• Demonstrated knowledge of insurance industry systems and division specific technology
• Effective customer service skills, with the ability to meet customer initiated deadlines
• Must possess effective negotiation skills, with the ability to tactfully explain and defend decisions while maintaining and promoting positive business relationships
• Effective decision making and critical-thinking skills
• Must be able to successfully manage tasks and projects with aggressive deadlines and time sensitivity
• Demonstrated ability to interpret and apply standard practices, procedures and other established business principles and guidelines
• Must have a strong sense of urgency while maintaining accuracy in work product
• Must be organized and detail oriented, with the ability to adapt to change
• Must be able to work independently or as part of a group

The compensation has been carefully determined by considering a variety of important factors, including skill sets, experience, training, and certifications. With these considerations in mind, the estimated hiring range is $75,000 - $103,000. Additionally, you may be eligible to participate in our annual incentive program, depending on your eligibility under the plan.

JOB REQUIREMENTS (as required by ADA – Americans with Disabilities Act)

• This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.
• Must be able to perform computer-based tasks and access digital information necessary for job duties, including through the use of assistive technologies.
• Must be able to complete computer-based tasks and utilize office equipment as needed to perform essential job functions.
• Must be able to access and enter information accurately using automated systems.
• Must be able to communicate effectively with internal and external clients using telephone, electronic, or other communication systems.
• Must be able to present information to individuals and groups.
• Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
• Must be able to maintain acceptable attendance and adhere to scheduled work hours.
• Must have a valid driver’s license and be able to operate a motor vehicle.
• Must be able to travel, with overnight stays required.