VP Valued Customer Experience

POLICY SERVICES ADMINISTRATION DEPARTMENT

 

Safety National is an alternative market insurance provider that offers a broad range of risk funding products through insurance agents and brokers. Founded in 1942, Safety National is the leading provider of excess workers’ compensation coverage to self-insured employers and groups nationwide, and has provided that type of coverage longer than any other company in the United States. The company continues to expand and adapt its product lines to better meet the needs of today’s employer. Safety National recently celebrated its third year of being named a “Best Place to Work” by Business Insurance magazine.

JOB SUMMARY:

Responsible for the successful implementation of a Valued Customer Service process. This role will partner with internal cross functional business teams to develop the enterprise customer experience process, using technical tools, data and teams to evaluate current processes and recommend operational improvements. This role leads the VCE team and supports the overall strategy for our VCE initiatives by using data, KPIs, VoC, relationship building and other tools to optimize the customer experience while managing costs and driving revenue. This role collaborates with a diverse set of business partners in identifying new opportunities to drive significant improvement to VCE’s operational performance by leveraging analytics and process improvement methodologies.

ESSENTIAL FUNCTIONS:

At Safety National, we live by the following five core values: Relationships, Integrity, Teamwork, Balance, and Stability. Our Core Values serve as the fundamental foundation of our corporate culture and drive our interactions, both internally and externally. An essential function of all Safety National positions is to fully embrace and represent these core values in our daily work life and relationships.

This role is accountable for leading the VCE effort to achieve the highest level of customer experience possible.

Understands and monitors service performance expectations and SLA’s through Key Performance Metrics, VoC data or mining unstructured data to assess attainment of service standards – identifying impediments to achieving or maintaining standards. Develops business plans to mitigate roadblocks to achievement of service levels.

Direct the efforts to deliver measurable improvements to servicing processes that reduce cost, cycle time, and enhance overall internal and external customer experiences

Position is responsible for management and supervision of the Valued Customer Experience (VCE) process and operations including:

Provides governance and direction to the Account Service Leads. Acts as a resource for the ASLs and provides support as needed.

Empower and encourage ASLs by allowing team members to fulfill delegated tasks while holding them accountable and responsible. Use delegation as a means to expand employee capabilities, motivate employees and assist in their personal growth and professional development.

Identifies necessary changes in the service process, and works with ASL’s to communicate and implement necessary changes.

The VCE VP promotes a “continuous improvement” philosophy and encourages BPM workshops with ASLs to further streamline or enhance the process.

Understands the customer pain points using journey analysis, identifying solutions and driving VCE practices to transform processes to improve the customer experience.

Monitors the service process through use of such tools as metrics, reports and VoC.

Develops and manages the long term strategic roadmap for the VCE initiative. Facilitates and works cross-functionally to develop the Customer Experience strategy for VCE and enterprise initiatives.

Implements tools, programs and processes that drive adoption of the VCE process across the enterprise

Develops and manages the VCE communication strategy for internal personnel

Communicates and reports on VCE operational targets and performance concerns to Executive Management and Department heads.

Leads the executive level communication of VCE to include opportunities and successes.

Works with Enterprise PMO to execute change management principles to effectively integrate new VCE business processes across the enterprise

 

ADDITIONAL RESPONSIBILITIES:

Identify emerging customer experience trends and best practices and assess how these can be applied to Safety National’s VCE initiatives.

Partners with the Enterprise PMO to evaluate, select and partner with business teams to implement technical solutions to streamline and automate processes.

Guides VCE team to proactively find customer experience opportunities and solutions that ensure support of the optimized customer journey.

Responsible for the development and management of approved budget.

Participates on SN Tactical teams, representing VCE.

Keeps the Senior Vice President – Operations informed about business activities, performance, opportunities, and recommended courses of action. Work with SVP – Operations in operational strategy planning, forecasting and goal setting.

 

QUALIFICATIONS:

Bachelor Degree is required, Master’s degree is a plus.

Property/Casualty insurance customer operations/servicing experience desired, preferably with a strong background in Workers’ Compensation, Commercial Auto and General Liability. Insurance designations are a plus (to include CPCU, APA, CLCS, AINS, AIS, etc).

Demonstrated client services/customer support experience in insurance or financial industry operations required.

Experience in strategy development and an ability to manage processes and platforms to execute on strategies. Strong understanding of data and technology advancements needed to drive strategic decision making.

Proven results in improving the customer experience across various corporate touch points and business units.

Strong technical skills required.

Excellent communication skills with the ability to speak in front of teams with little to no preparation.

Strong project management skills desired. Able to balance competing priorities, complex situations, and tight deadlines.

Must possess strong leadership, collaboration, communication, executive presence and presentation skills.

 

NOTE:

In order to meet the needs of the Corporation, employees may be assigned other duties in addition to, or in lieu of, those described above.

 

For consideration, please submit your resume along with a completed and signed employment application (found on the right hand side of this page).

 

If you have any issues submitting your information via this website, please email: SNCCrecruitment@safetynational.com.

 

Safety National will only accept resumes and applications from qualified applicants for particular job postings. Resumes and applications submitted that are not identified with a specific job posting will not be reviewed. Safety National reserves the right to unilaterally determine whether or not a particular applicant is qualified for any position with the Company.

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Outstanding Medical, Dental and Vision Coverage. Employee and Children covered at no cost, low cost for Spousal coverage.

Medical Deductible Reimbursement Plan

Life/AD&D Insurance, Short Term Disability and Long Term Disability provided at no cost to employee.

401k Savings and Profit-Sharing Plan

Pre-Tax Dependent Care Assistance Plan

Tuition Reimbursement

Paid Leave and Holidays

Alternate Work Schedules

Business Casual Dress Policy

 

EEO STATEMENT

Safety National is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law including race, creed, color, religion, sex, national origin, age, disability, sexual orientation, marital status or membership in any other legally protected class. None of the questions in our application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job related information or protected characteristics.

Location: St. Louis
Date: October 18, 2017
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