Mgr, PLADS Customer Care Center

Job Summary

Manages the day-to-day functions of the customer care center and ensures that daily operations align with company and departmental goals; develops solutions and implements actions to resolve problems and ensure customer satisfaction; reviews processes and procedures to streamline activities to enhance service turnaround time, productivity, and quality

Principal Duties & Responsibilities

Manages the daily operations of the business unit; manages employees and operations of the business unit at the function level; gathers and analyzes data and reports that pertain to the overall operation of the business unit and completes reports summarizing activities and trends; assists in strategic and tactical operational plans to ensure achievement of company and departmental goals; performs independent review of problem situations; develops solutions and implements actions to resolve problems and ensure customer satisfaction; reviews processes and procedures to streamline activities to enhance service turnaround time, productivity, and quality; coordinates overall workflow of the business unit and ensures that workflow processes facilitate effective and efficient use of corporate resources and enhance customer satisfaction

Coordinates and monitors training efforts to ensure that necessary education tools are provided to employees; identifies and communicates training needs and schedules with training department; projects staffing requirements for the business unit; guides supervisors in coaching and counseling employees; coordinates employee development and incentive initiatives

Identifies, analyzes, and monitors business technology requirements and enhancement possibilities; recommends viable technological solutions, modification, and applications; takes a leadership role in managing assigned projects; evaluates recommended projects to determine cost, benefits, and feasibility, and prepares recommendations for implementation

Assumes responsibilities of department head/director during his/her absence; monitors and controls operating expenses to ensure that corporate/divisional financial goals are met; prepares annual business unit budget

Performs other related duties as required

Education & Experience

Bachelor’s Degree in Business Administration or a related field, 5 - 6 years of related work experience, or an equivalent combination of education and experience.

4 years in a supervisory/managerial capacity in a complex business environment involving multiple business issues

Experience managing call center in the disability space (preferred)

Experience in the insurance industry (preferred)

Job Knowledge & Skills

• Broad knowledge of managerial financial and budgeting concepts, operating principles, and methodologies applicable to division and employee management; including expert knowledge of Aflac’s mission, objectives, and procedures, the relationship with other departments, and the framework in which the department operates; a high degree of skill in applying this knowledge to the analysis and resolution of very complex or sensitive problems

• Expertise in FMLA, Short Term Disability, and Long Term Disability, including federal, state, and local regulatory requirements

• Experience processing claims for FMLA, Short Term Disability, and/or Long Term Disability

• Moderate knowledge of Group Long Term Disability, Premium Waiver, and Life

• Knowledge of budgeting and expense control to plan, implement, and maximize expenditure of funds while maintaining and improving quality standards

• Knowledge of employee relations to conduct and deal with employee issues in a proactive manner

• Strong personal computer skills with experience in Windows-based software; experience using

• Microsoft Outlook or a similar e-mail system software

• Broad knowledge of Aflac products/services and systems is preferred

• Excellent presentation, oral, written, and interpersonal communications skills to effectively interact with Aflac’s senior management, internal and external business contacts

Organizational Competencies

Acting with Integrity, Communicating Effectively, Pursuing Self-Development, Serving Customers, Supporting Change, Supporting Organizational Goals, Working with Diverse Populations

Leader Competencies

Acting as a Champion for Change, Demonstrating Initiative, Developing Talent, Managing Performance