Manager Support Specialists

Departmental Summary

• Will leverage market feedback to serve as an internal subject matter expert for any projects and initiatives relating to agent self-service tools.
• Engage with agency partners to collect feedback and pain points regarding self-service tools.
• Assist with business readiness and support plans during self-service tool project and initiative implementations.

Responsible for leading a team of Agent Support Specialists who are accountable for troubleshooting, triaging, and training on BCBSM's Agent Self-Service tools.

• Oversee team to develop a proactive consultative partnership role with agencies and our sales team regarding tool support.
• Serve as the internal subject matter expert representing the voice of the agent with regard to the self-service tools to key stakeholders within the organization.
• Participate in multidivisional workgroups to support new and existing initiatives, serving as the SME and voice of the agent regarding self-service tools.
• Develop and manage Standard Operating Procedures (SOPs) for self-service support processes, including roles and responsibilities across divisions.
• Provide developmental feedback and ensure completion of assigned goals.

QUALIFICATIONS

• Bachelor''s degree in Business Administration, Marketing, or related field.
• Minimum of five (5) years of experience in customer relations, agent relations, account management, or similar fields.
• Minimum of three (3) years of management experience.
• Previous experience working in insurance industry, large corporation, or chamber/association preferred
• Excellent analytical, decision making, organizational, planning, creative problem solving, and verbal and written communication/presentation skills.
• Strong ability to build and maintain relationships with the agent/broker community as well as internal and external customers.
• Experience successfully applying and managing process improvement practices.
• Experience identifying and documenting standard operating procedures.
• Ability to effectively navigate difficult conversations with customers and arrive at acceptable outcomes, while maintaining positives relationships in the market.
• Ability to identify and advocate for improvements to the agent experience with stakeholders throughout the organization.
• Ability to lead a team and to work effectively with all areas of the organization.
• Ability to lead multiple projects and work with internal and external clients to identify needs and develop solutions.
• Ability to prioritize work across multiple projects and day to day needs of a team.
• Ability to partner effectively with other teams across the enterprise, building alignment and support when necessary.
• Comfortable providing feedback and coaching to others on developmental opportunities.
• Ability to help shape a strategic plan and ensure execution of plan among team members.
• Understanding of insurance dynamics.
• Familiarity with BCBSM''s Self Service tools preferred (i.e: EMVP, EMCS, BCOS, Callidus, Agent Portal)
• Strong presentation skills.
• Valid and unrestricted driver''s license.