Manager, Premium Services

About the role

Job Responsibilities and Requirements The Premium Services Manager is responsible for the overall success of the Premium Services Department by providing expertise knowledge of systems, reports and processes. This position will oversee new business functions, the creation of welcome kits, inforce premium billing, aged suspense management, client and system updates, administrative employee changes, billing systems management, audit processes and reporting and financial reporting associated with the department. The position will ensure that all departmental metrics are met and maintained, in addition to working directly with other teams within the organization. Premium and Billing Services Manages the day to day billing and administrative functions for team members, providing direction for escalated questions/issues; manages monthly workflow, process and strategy Sets objectives and priorities in order to maintain the desired levels of productivity and quality regarding standards in the processing of initial bills, inforce listbill and self-administered premium, maintenance of list billed employee data and policyholder changes Monitors the initial billing process, billing support activities, aged suspense, posting controls Assists Leadership in proactive development and implementation of methods to continuously improve the department's operations effectiveness, quality, quantity, and customer service and turnaround time Communicates with other related departments to coordinate efforts and resolve issues as needed Identifies problems, obstacles and opportunities and proactively acts to address concerns and solve issues Strives for continuous improvements, including enhancements of existing reporting and metrics to ensure information is provided in a clear and meaningful manner when sharing results within the organization Assists team members with high volume requests via the email box or ticketing system pertaining to policyholder administrative changes Consistently provides a high level of service to all customers and resolves customer issues timely and efficiently Reviews and approves policyholder refund requests Manages escalated and critical issues Manages all aspects of internal and external audits Collaborates with Underwriting, Broker Services, the NSO Service Team, Premium Accounting, IS and the Conservation team to proactively communicate/document potential issues Systems and Reporting Manages billing system enhancements Review various daily, weekly, monthly reports to ensure SLA's are met, production and quality standards are met and maintained Partners with IS and various department to implement system enhancements and reporting improvements Provides assistance with documenting system requirements and performing UAT testing Provides direction with developing new and improved system generated reports to support a more automated environment Subject Matter Expertise Prepares various analyses as needed to highlight issues and resolve questions Provides support and subject matter expertise to the National Service Organization (NSO) for billing related matters Supports various training and adhoc projects as assigned by management Manages improvements/modifications to Standard Operating Procedures Identify and recommend process improvement specifically focused on increasing efficiencies and creating end user ease of use Accountable for performance of team; engages team members in talent management and development opportunities, and builds a positive and respectful work environment Makes personnel decisions on hiring, firing, discipline, transfer, advancement and promotion in accordance with Company policies and procedures Identifies and implements strategies and efficiencies to enhance team performance Models and drives RSL's values in the departments Required Knowledge, Skills, Abilities and/or Related Experience 2-Year Degree required; Bachelor's Degree or related Business Administration Degree preferred A minimum of 5 years of related leadership and supervisory experience in a fast paced, high volume environment required A minimum of 5 years of experience with billing and administrative processes Previous insurance or financial services industry experience preferred Ability to conceptualize, implement and lead a department with multiple initiatives to support the financial success of the organization Project and process management skills required Demonstrated strong relationship management skills with internal partners (e.g. management, peers and colleagues); proven ability to develop collaborative approaches and influence others. Demonstrated ability to identify and recommend process improvements. Must demonstrate a superior customer focus and a commitment to Service Excellence Excellent communication (written and verbal) and presentation skills Demonstrated ability to drive multiple initiatives and competing priorities with excellent time management and organizati

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at rsli? Share your experience