Select Senior Manager

Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines.

Under direction, the Select Senior Manager proactively and efficiently leads a team of Managers to meet clients’ customer service needs while adhering to Patra Select Servicing Standards.

Job Duties by Competency

Knows the Business

• Conducts monthly reviews of manager audits and escalates any areas failing to meet servicing standards.
• Interact with Agency Contact as needed on all relevant issues and maintain a positive relationship
• Collaborate on all hiring selections within assigned client teams based on review of margins and the revenue to be supported as approved by the Director.
• Ensure our teams are meeting KPI’s for each customer: retention, completed call rate and adhering to Select Servicing Standards
• Complete Quarterly Business Reviews for assigned client teams and provide to Director

Leads Others

• Manage and mentor Mangers through regular check-ins, coaching, constructive feedback, and strength development, acting on issues and reporting such to Director and coordinating with Training, HR, etc.
• Manage and monitor PTO usage for all Managers and their teams
• Oversight of Manager’s desk time management and organization as required
• Act as resource for Managers regarding markets, escalations, client relationships, people issues and time management
• Hold monthly team meetings to communicate department updates, goals, etc.
• Implement any new initiatives as directed by Management team
• Project an “open-door” communication style, creating a feeling of belonging
• Possess a coaching and mentoring skillset vs. micro managerial approach

 Accountable

• Ensure all Managers and team members have proper licensing, time management and organization
• Participate in weekly Leadership meetings, Leadership Cohorts and Manager meetings
• Complete monthly and quarterly compliance audits for all Managers and ensure Managers are completing monthly audits for their Account Managers
• Support Managers and hold them accountable to correct staff shortcomings as needed, including disciplinary actions, reporting any issues (performance, E&O or personal) to Senior Management
• Conduct annual performance reviews for each Manager on time by employee’s work anniversary and monitor Managers are doing the same for Account Managers
• Ensure Managers are checking AMA frequently for each AM to ensure information is updated consistently to meet Servicing Standards
• Review and approve Bonus Metric worksheet each month for each AM, using data from renewal recap email, Retention Tracking app and Compliance audits, providing any comments and/or exceptions on Bonus Metric as needed
• Ensure Manager and their teams are utilizing our international team members
• Act with initiative and determination with no supervision from Director
• Execute quick and sound decisions based on facts and evidence provided

Team Player

• Ability to work well within all levels of the organization
• Ability to remain calm under pressure in high-stress environment
• Values differences and sensitive to cultural norms
• Excellent verbal and written communication skills
• Excellent time management skills
• Detail-oriented with superior organizational skills
• Act with initiative and determination with little supervision
• Demonstrates commitment to personal responsibility and value for safety and respect
• Communicates concerns timely and with transparency
• Uses and promotes safe respectful behaviors based on training and lessons learned

Knowledge, Skills and Abilities

• Active Property & Casualty Insurance License
• Minimum internet speed of 6 mbps download and 3 mbps upload; Wired Ethernet cable connection from home router to computer; No satellite
• Ability to work on video daily using our Zoom software.
• Subject to and expected to comply with all applicable Patra Corp policies and procedures
• Minimum of one year of Commercial experience

Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.