About the role

As the Policy Administration Manager, you will lead and inspire a team of Policy Administration specialists, driving the development of scalable and effective procedures. You will be instrumental in building an outstanding team culture, fostering an environment where team members can thrive and excel. The ideal candidate is passionate about process improvement, enjoys tackling complex operational challenges, and is committed to nurturing talent and delivering exceptional results. You will play a key role in helping Ethos service and administer a multi-product offering by creating efficient processes and collaborating across departments to achieve business goals.

Duties and Responsibilities:

• Lead and manage day-to-day operations of the Policy Administration team, providing guidance and support to ensure smooth functioning
• Inspire and motivate the team by leading regular meetings, managing escalations, and delegating tasks effectively
• Oversee resource management, including scheduling and team rotations, to ensure optimal staffing levels
• Develop and implement customer support and policy servicing procedures, policies, and standards to deliver outstanding service
• Collaborate with leadership to set relevant goals and objectives, working closely with the team to consistently achieve them
• Monitor key metrics and prepare comprehensive reports, including data analysis and weekly updates
• Serve as a liaison between Policy Administration and other cross-functional teams such as Sales and Underwriting, ensuring clear communication and collaboration
• Recruit, hire, mentor, and develop team members, creating opportunities for growth and advancement
• Foster a positive work environment and team culture where employees feel valued and motivated to excel

Qualifications and Skills:

• 5+ years in operations, customer support, customer success, or a related role
• Experience in US life insurance or a related industry preferred
• Bachelor's degree required (or: preferred - confirm intent)
• Proficiency working with Salesforce or equivalent support/help desk software
• Strong intellectual curiosity and drive to solve problems
• Excellent time management and prioritization skills to balance competing responsibilities
• Adaptable to change, with the ability to shift tasks quickly while maintaining attention to detail
• Excellent phone presence and written communication skills
• Ability to work independently as well as collaborate across departments
• Creative approach to problem solving
• Sharp focus on execution and an owner mentality, with a track record of delivering results on time
• Data-oriented decision-making skills and strong intuition for customer experience
• Outstanding written and verbal communication skills
• Excellent leadership and interpersonal skills

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