Unit Manager

at  Symetra Financial

Symetra is seeking a Unit Manager to join the Life & Retirement Contact Center team!

YOUR EXPERIENCE AND SKILLS

• Bachelor’s degree and/or equivalent combination of education and experience
• 5 year of related experience and/or training
• 2+ years of management experience with 15+ direct reports
• Strong communication and interpersonal skills
• Must be able to communicate across multiple levels of leadership
• General understanding of larger organization and operational unit impact to the larger organization
• Proven ability to manage multiple small to large impact projects in a cross-functional setting
• Proven ability to lead and manage change (process and/or technology) across the operational unit
• Department specific operations leadership experience, including an in-depth understanding of metrics, workforce planning, quality assurance, and department related technology and terminology
• General knowledge of products serviced by the department
• Annuity and Insurance industry experience a plus

ABOUT THE ROLE

In this role, you are the second level Manager of two within the Unit Manager job Family. You are responsible for leading, supervising and developing employees to meet performance objectives for one or more units or functions, which may include time standards, quality & production goals. You’ll work with department Manager and/or Assistant Director/Director to develop strategies to improve departmental structure and procedures based on team performance, market requirements, and initiatives as applicable. Typically supervises one or more operational units and/or functions.

WHAT YOU WILL DO

• Providing employees with coaching, feedback and developmental opportunities and building effective teams, including:
• Setting clear expectations and holding employees accountable for performance
• Overseeing training and development of employees and making effective staffing decisions. Building appropriate bench strength. Ensuring employees adhere to legal and operational compliance requirements
• Conducting and ensuring the completion of performance reviews
• Providing coaching, direction, and leadership support to team members in order to achieve employee, business and customer results
• Challenging and inspiring employees to achieve business results and motivating them through leadership and by celebrating successes
• Accountable for managing daily team and employee needs to meet Service Level Agreements, including making recommendations for maintaining appropriate staffing levels.
• Responsible for appropriate record keeping, required reports, and ensuring related administrative functions are correct and maintained according to company policies.
• Accountable for resolution of customer questions and complaints.
• Defining short-term goals and objectives for their work group.
• Effectively communicating unit/department/company goals to achieve understanding and acceptance.
• Continuously building subject matter expertise by being a student of the business. Demonstrating technical knowledge of policies and procedures.
• Manages essential support functions and special projects as needed.
• Assisting in the development of processes and procedural changes to improve unit/department performance.
• Other duties as assigned.