Job Track Description:

• Requires broad technical expertise and industry knowledge.
• Accountable for functional, operational, and/or program management.
• Assists others in achieving goals.
• Manages performance appraisals and pay reviews.
• Manages training for 3 or more employees.
• Manages hiring and termination actions.

General Profile

• Supervises daily tasks of complex business, technical support, or production teams.
• Sets team priorities to ensure timely completion.
• Coordinates work activities with other supervisors.
• Makes decisions based on policies, procedures, and business plans.
• Receives guidance from manager.
• Able to perform work unsupervised.

Functional Knowledge

• Understands and applies concepts in the field of expertise.
• Has basic knowledge of other disciplines.

Business Expertise

• Understands how to improve efficiency across related teams.

Impact

• Impacts the quality and effectiveness of the team and its contribution to the subfunction.

Leadership

• Sets priorities for and instructs employees to meet daily deadlines.

Problem Solving

• Resolves day-to-day technical and operational problems.

Interpersonal Skills

• Uses judgment to identify and resolve day-to-day technical and operational problems.

Responsibility Statements

• Manages team members to process claims and answer calls efficiently.
• Coaches team to deliver KPI's.
• Ensures adherence to company policy and procedures.
• Acts as the liaison between operations and middle-management to ensure protocols are being followed.
• Helps with conflict resolution with client, people, tasks, and systems related issues.
• Provides resolutions to a diverse range of complex tasks.
• Delivers inputs on process improvement and operational initiatives.
• Acts as a point of contact for leadership.
• Provides information and guidance on operational topics, covering upper-level managers.
• Drives special projects for corporate, operational, or client initiatives.
• Supports less experienced team leaders to improve level of performance.
• Executes the continuity plan such as in natural disasters.
• Performs additional duties as assigned.
• Complies with all policies, procedures, and standards.

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