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Manager, Service Center Business Development in Lansing, MI at AF Group

Date Posted: 3/7/2018

Job Snapshot

Job Description


Provides leadership and direction to the Service Center Team to ensure that the goals and standards of the department and Accident Fund are being met. Facilitates the development of cross-functional work teams within the ServiceCenter. Participates in ongoing development of new products and technologies. Ensures productivity meets or exceeds service and quality standards. Develops departmental budget and controls costs.


  • Plans, directs, manages and evaluates the day-to-day operations and workflow of a multi-functional and multi-state team of representatives that handle underwriting, billing and policy inquiries.
  • Approves/Declines underwriting, audit and billing referrals.
  • Overall accountability for the accuracy and timeliness of premium billings agent commissions and collections.
  • Provide analysis and recommendations as requested by leadership regarding a variety of issues or problems.
  • Creates and supports an environment where quality approaches are constantly being developed and evaluated within the team.
  • Ensure overall effectiveness in reaching goals for improving the customer experience.
  • Serve as a coach, facilitator and motivator to the team removing barriers that result in the team not achieving the objectives.
  • Participate in development of annual departmental profit planning and business goals. Exercise fiscal responsibility in managing departmental budget.
  • Ability to work with and empower others on a collaborative basis to ensure success of team.
  • Serve as primary project team members for the Service Center on enterprise projects; key role in development of business requirements, testing and implementation.
  • Ability to establish workflows, manage multiple projects, and meet necessary deadlines.
  • Work with brand leadership team to execute strategic planning activities for the operating unit and align requirements of the Company.
  • Monitor and oversee the implementation of strategic/business plans and the attainment of desired objectives and outcomes related to the Service Center.
  • Build and foster collaborative relationships with other departments within the enterprise to stay informed and abreast of new initiatives and services of the enterprise.
  • Provide insight to strategic issues and initiatives for the Company, and support implementation efforts.
  • Participate on key committees or workgroups as requested.
  • Develop and maintain strong working relationships and excellent verbal and written communications with internal (other units within enterprise) and external customers (agents, insured policyholders, government and regulatory agencies).
  • Develop and implement procedures and measurements to ensure customer service levels are met.
  • Directly supervises subordinate staff, conducts performance evaluations, administers discipline and provides coaching.
  • Prioritize activities and workflow in the service center; routinely monitor reports to ensure tasks are completed in a timely and accurate manner.
  • Responsible for balancing workload to optimize the effectiveness of the department.
  • Knowledge of other functional areas; understands impacts on ServiceCenter functions.
  • Participate in ongoing development of new products and technologies. Ensure that operations can service new and existing products effectively and efficiently.
  • Identify training requirements for individual team members and overall training needs for the entire team to further develop the performance of the team within the ServiceCenter and maintain an engaged workforce. Identify potential key changes in underwriting exposures.
  • Keep abreast of state bureau rules and regulations; impacts; and make updates to affected workflows and procedures as necessary.
  • Effectively educate team on an ongoing basis relative to day-to-day changes, company initiatives and communications (internal and external) that may directly affect their interpretations.
  • Oversees handling of incoming calls for over 15 ACD queues, responsibilities include: forecasting, staffing and monitoring of real-time/historical reporting to make adjustments as needed.
  • Monitors compliance to phone usage standards for ACD users.
  • May function as department head in their absence.

    Supervisory: Directly manages non-exempt staff. Carries out responsibilities in accordance with company policies and applicable laws. Responsibilities include interviewing, selecting and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints; and resolving problems.

    This position description identifies the responsibilities and tasks typically associated with the performance of the job. Other relevant essential functions may be required.




    A bachelor degree in insurance, business or related field. Continuous learning, as defined by the Company's learning philosophy, is required. Certification or progress toward certification is highly preferred and encouraged. Combinations of relevant education and experience may be considered, preference given to degree.


    Five years experience of progressive responsibility in a service center support environment with demonstrated technical knowledge and relevant skills, knowledge and abilities required. A minimum of three years demonstrated leadership in a service center required. Workers' compensation insurance experience preferred. Bilingual skills preferred.


  • Demonstrated leadership ability and team building skills to effectively supervise staff and interact with all levels of management.
  • Knowledge of team building and employee motivation theories with the ability to work with and empower others on a collaborative basis to ensure success of team.
  • Demonstrated conflict mediation and resolution ensuring fairness and impartiality.
  • Ability to develop performance measures and assess employee performance to ensure department and enterprise goals are met while maximizing customer service.
  • Familiar with laws, regulations, and compliance requirements related to workers compensation.
  • Ability and proficiency in the use of computers and company standard software specific to position.
  • Demonstrated technical knowledge of insurance administration, claims management, underwriting and/or relevant insurance expertise.
  • Ability to optimize loyalty, customer satisfaction and retention by maximizing the value of every customer touch point.
  • Ability to comprehend the consequences of various problem situations and address them, or refer to appropriate party if necessary.
  • Ability to interact with others to build consensus and get decisions implemented.
  • Ability to incorporate new ideas and concepts into the daily operations and lead teams to embrace organizational and business change.
  • Understand the value of a diverse workforce and the contribution various perspectives offer to the organization.
  • Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions and employing active listening techniques.
  • Ability to effectively present budgetary and/or cost information and respond to questions as appropriate.
  • Ability to establish workflows, manage multiple projects and meet necessary deadlines.
  • Ability to maintain confidentiality.
  • Ability to perform other assignments at locations outside the office.


    Work is performed in an office setting with no unusual hazards. Minimal travel required.

    The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description.

    We are an Equal Opportunity Employer. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.

    Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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