Operations Manager

A career at The Auto Club Group (ACG) can be satisfying, exciting and rewarding. By aligning your professional development with our business objectives, ACG can help you attain your career goals — and make a difference. Get started by choosing the career that’s right for you.

Grand Rapids. MI

The Auto Club Group

AAA was founded over 100 years ago for the purpose of lobbying for driver and passenger rights, fair laws and safer vehicles — all to better promote the love of the open road and the adventure of driving. Since then, AAA has grown to over 50 million members strong, while providing valuable membership services such as roadside assistance. Additionally, AAA has broadened its horizons to include all types of travel-related services, as well as offer a variety of insurance and financial products and services. Today’s AAA is a national federation comprised of more than 50 individual clubs throughout the United States and Canada. Whether you’re traveling around the world or to the corner grocery store, planning a honeymoon or weekend road trip, learning to drive or in need of a battery boost, the best way to begin your journey is with AAA. http://michigan.aaa.com/

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Manager

Competitive compensation and benefits

Overview: The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.&nbsp;<br /><br />The Auto Club Group offers a competitive compensation and benefits package including a base salary with performance based incentives; medical/dental/vision insurance, pension, 401(k), generous time off, a complimentary AAA Membership and much more!<br /><br /> <div><strong><u><span style="font-family: Arial; font-size: medium;">Work Environment:</span></u><span style="font-family: Arial; font-size: medium;">&nbsp;</span></strong><span style="font-family: Arial; font-size: medium;">Works in a temperature controlled office environment.<br /><br /><strong><span style="text-decoration: underline;">Travel:</span></strong> 25% of the time</span></div>
Responsibilities: <div><strong><u><span style="font-family: Arial; font-size: medium;">Post for All Areas EXCEPT Claim Service Center:</span></u></strong></div> <div>&nbsp;</div> <ul> <li><span style="font-family: Arial; font-size: medium;">In a call center environment, plan, organize, direct and deliver operation results in relation to established goals (e.g., call quality, 80/20 service level and communication).</span></li> <li><span style="font-family: Arial; font-size: medium;">Initiate and implement effective communication of corporate philosophy and departmental objectives. Accountable for resource management in the call center.&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">&nbsp;</span><span style="font-family: Arial; font-size: medium;">Develop all expense, capital and staffing budget projections for designated operation and ensure adherence to established guidelines.&nbsp; Oversee the selection, hiring, training, development, coaching and counseling of operational staff.&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">Ensure adherence to CIC management model regarding planning, scheduling, coaching and interacting with CIC staff. </span></li> <li><span style="font-family: Arial; font-size: medium;">Ensure adherence to CIC Customer Care philosophy through appropriate measures including focusing on call quality through CIC staff&rsquo;s interactions with customers via the call model.&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">&nbsp;</span><span style="font-family: Arial; font-size: medium;">Develop sales and service objectives.&nbsp; Monitor attainment of sales and/or service goals.&nbsp; Serve as a liaison between designated operation and other key areas related to sales and service delivery in the Customer Interaction Centers.&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">Participate in establishing strategic and operational goals and objectives and analyze the operating results to ensure that standards are met and maintained.&nbsp; Formulate, recommend and implement process improvements and revisions to policies and procedures to enhance business operations.&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">&nbsp;</span><span style="font-family: Arial; font-size: medium;">Represent designated CIC with other business units on various issues and key teams as required.<br /></span></li> <li><span style="font-family: Arial; font-size: medium;">Directly and indirectly manage call center staff which may consist of supervisors, product specialists, staff supporting the sales and service of ACG products and administrative support staff.<br /><br /></span></li> </ul> <div><strong><u><span style="font-family: Arial; font-size: medium;">Post for Claim Service Center ONLY:</span></u></strong></div> <div>&nbsp;</div> <ul> <li><span style="font-family: Arial; font-size: medium;">In a Claim Service Center (&ldquo;CSC&rdquo;) environment, plan, organize, manage and deliver operation results in relation to established goals.&nbsp; Initiate and implement effective communication of corporate philosophy and departmental objectives.</span></li> <li><span style="font-family: Arial; font-size: medium;">Accountable for resource management and forecasting.&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">Participate in establishing strategic and operational goals and objectives.&nbsp; Analyze operational results to ensure that standards are met and maintained.&nbsp; Formulate, recommend and implement process improvements and revisions to policies and procedures to enhance business operations.</span></li> <li><span style="font-family: Arial; font-size: medium;">Ensure successful resolution of customer inquiries.&nbsp; Interact with individuals from internal Claims departments, insurance agency staff, automotive services and external vendors to expedite the claim servicing process.&nbsp; Work with Network Services and Call Center Operations to develop call center protocols and methods to obtain customer feedback (including customer interaction and quality review templates, customer surveys and interactive voice response scripts and prompts). </span></li> <li><span style="font-family: Arial; font-size: medium;">Assist with user acceptance testing for all production implementations.&nbsp;&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">Provide oversight and direction to CSC employees in accordance with ACG&rsquo;s policies and procedures.&nbsp; Manage staff responsible for: the interpretation of policy language in order to review coverage; determining application of auto physical damage deductibles; scheduling inspections for car repairs; making car rental reservations; providing prompt and accurate information to customers regarding the next steps in the claim process.</span></li> <li><span style="font-family: Arial; font-size: medium;">Work with Claim Developmental Specialist to review, approve and update all instructional design and delivery of training and ongoing job development courses for staff.&nbsp; Lead the goal-setting process for supervisors and staff. &nbsp;Coach supervisors in the development of roadmaps for each employee&rsquo;s development that includes constructive, positive dialogue and feedback.</span></li> <li><span style="font-family: Arial; font-size: medium;">Develop, monitor and maintain all expense, capital and staffing budget projections for designated operations and ensure adherence to established guidelines.&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">Represent CSC with other business units on various issues and key teams as required.&nbsp; Maintain call center operations management knowledge by tracking emerging trends; benchmarking state-of-the-art practices; attending educational workshops; establishing personal networks; participating in professional societies.</span><span style="font-family: Arial; font-size: medium;"><br /></span></li> <li><span style="font-family: Arial; font-size: medium;">Directly and indirectly manage call center staff which may consist of supervisors, product specialists, and staff supporting the servicing of ACG Claims.&nbsp; Oversee and participate in the selection, hiring, training, development, coaching and counseling of operational staff.&nbsp;</span></li> </ul>
Requirements: <div><strong><u><span style="font-family: Arial; font-size: medium;">Post for All Areas EXCEPT Claim Service Center (&ldquo;CSC&rdquo;):</span></u></strong></div> <ul type="disc"> <li><span style="font-family: Arial; font-size: medium;">Bachelor Degree in Business Administration, Marketing, Communications, or a related field.</span></li> <li><span style="font-family: Arial; font-size: medium;">Knowledge of&nbsp; Auto Club Group products and services</span></li> <li><span style="font-family: Arial; font-size: medium;">College level coursework in Business Administration, Marketing, Communications or a related field.&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">Attain and maintain state insurance sales licenses for The Auto Club Group as appropriate</span></li> </ul> <br /><br /> <p><strong><u><span style="font-family: Arial; font-size: medium;">Post for Claim Service Center&nbsp; ONLY:</span></u></strong></p> <ul type="disc"> <li><span style="font-family: Arial; font-size: medium;">Candidates must be eligible to acquire and maintain a State adjuster&rsquo;s license for appropriate state(s).</span></li> <li><span style="font-family: Arial; font-size: medium;">Knowledge and Skills:&nbsp;</span> <ul> <li><span style="font-family: Arial; font-size: medium;">No-Fault Law</span></li> <li><span style="font-family: Arial; font-size: medium;">Negligence Law</span></li> <li><span style="font-family: Arial; font-size: medium;">Essential Insurance Act</span></li> <li><span style="font-family: Arial; font-size: medium;">Fair Trade Practices Act as it relates to claims</span></li> <li><span style="font-family: Arial; font-size: medium;">Michigan Title laws</span></li> <li><span style="font-family: Arial; font-size: medium;">College level coursework in Business Administration or a related field</span></li> <li><span style="font-family: Arial; font-size: medium;">Call center forecasting strategies</span></li> <li><span style="font-family: Arial; font-size: medium;">C</span><span style="font-family: Arial; font-size: medium;">laims terminology and processing systems</span></li> <li><span style="font-family: Arial; font-size: medium;">Claim policies and procedures</span></li> <li><span style="font-family: Arial; font-size: medium;">Insurance policy language and terminology</span></li> <li><span style="font-family: Arial; font-size: medium;">Insurance contract construction/interpretation</span></li> <li><span style="font-family: Arial; font-size: medium;">Multi-state insurance laws</span></li> <li><span style="font-family: Arial; font-size: medium;">Indications of potentially fraudulent activities</span></li> </ul> </li> <li><span style="font-family: Arial; font-size: medium;">College level coursework in Business Administration or a related field</span></li> </ul> <br /><br /> <div><strong><u><span style="font-family: Arial; font-size: medium;">Post for ALL Areas:</span></u></strong></div> <ul type="disc"> <li><span style="font-family: Arial; font-size: medium;">Previous front-line supervisory/management experience in a call center or customer service operations environment.</span></li> <li><span style="font-family: Arial; font-size: medium;">Knowlege and Skills:</span> <ul type="disc"> <li><span style="font-family: Arial; font-size: medium;">Call center operating systems and metrics</span></li> <li><span style="font-family: Arial; font-size: medium;">Understanding of critical technical information pertaining to specific operations area</span></li> <li><span style="font-family: Arial; font-size: medium;">Government and other regulations pertaining to area of business</span></li> <li><span style="font-family: Arial; font-size: medium;">Ability to analyze, diagnose and formulate recommendations from market and/or call center specific data</span></li> <li><span style="font-family: Arial; font-size: medium;">Work under pressure</span></li> <li><span style="font-family: Arial; font-size: medium;">Communicate effectively with others in a work environment and with the public</span></li> <li><span style="font-family: Arial; font-size: medium;">Prepare and conduct presentations for all levels of staff and management</span></li> <li><span style="font-family: Arial; font-size: medium;">Maintain accurate records&nbsp;&nbsp;</span></li> </ul> </li> </ul>