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Service Leadership & Performance:
- Manage daily operations to achieve service level agreements, quality standards, and KPIs.
- Oversee service delivery for policy maintenance, billing inquiries, and account changes.
- Use dashboards and analytics to drive accountability and performance.
Leadership & Team Development:
- Recruit, coach, and empower supervisors and service professionals.
- Provide mentoring and performance coaching to promote engagement and growth.
- Build an inclusive, collaborative environment that recognizes achievement.
Operational Excellence & Continuous Improvement:
- Direct training and quality assurance programs for consistency.
- Partner with business units to optimize workflows and technology.
- Identify opportunities for automation and operational efficiencies.
Customer & Agent Experience:
- Champion Distinctive Service in every interaction.
- Manage escalated concerns by identifying root causes and implementing solutions.
- Leverage feedback and metrics to continuously improve satisfaction.
Horace Mann
Horace Mann provides insurance and financial products to educators. They serve over 4,100 school districts nationwide, have over $12 billion in assets, and are publicly traded on the NYSE.