Vice President, Customer Service

The nation’s leading administrator of long term care insurance services is looking for YOU. This is your opportunity to join a company with a culture that promotes respect for people, integrity, learning and initiative.

WE ARE THE KIND OF EMPLOYER YOU DESERVE.

LTCG is a leading provider of business process outsourcing for the insurance industry, managing over 1.3 million long-term care policies for the nation’s largest insurers. We also provide clients with unique risk management insight built upon our proprietary long term care databases.

The Vice President, Customer Service is responsible for leading the Customer Service function to achieve client service levels, quality standards and cost within budget while ensuring a high level of customer satisfaction in the administration of all long-term care policies managed by LTCG on behalf of their clients. This role manages the customer service, quality assurance, training and workforce management functions. In addition, this role oversees project capability assessments and manages call center leadership staff to ensure operational success and a positive customer experience for the clients of LTCG. The VP will manage the multistate call centers with approximately 160 employees.

• Drives strategic leadership and direction to the LTCG Call Centers. This includes interaction with internal leaders and client representatives to ensure that all policy holders and clients receive a superior customer experience.
• Works directly with LTCG clients to understand activities that may impact Call Center forecasting (i.e. growth in number of policyholders, large scale mailings, etc.). An individual who is able to connect the transactions performed at LTCG which may result in an increase in call volumes to the Call Center (strong forecasting and ability to learn the LTCG business – and what activities may influence the call volumes).
• Using financial, qualitative and technology-enabled data, the Vice President, Customer Service plans and executes call center operational strategies to ensure successful performance against client service level agreements, enterprise strategic goals, and budget targets.
• Manages to organizational, department and client results and will interact directly with clients on service performance/metrics, including development of measurable action plans to close service gaps if not meeting expectations.
• Directs workforce planning and partners with Human Resources to ensure recruiting and hiring practices are designed to generate qualified candidates in a timely fashion to minimize lost capacity in the call centers.
• Performs department planning, staff selection, performance management and team development. Is a leader who plans for staff attrition and supports Call Centers as a feeder function to other parts of LTCG (e. g. policyowner services). Manages and mentor’s direct reports to achieve departmental objectives and individual development goals.
• Performs department planning, staff selection, performance management and team development. Manages and mentor’s direct reports to achieve departmental objectives and individual development goals.
• Provides process improvement and project management leadership to the department delivering process and procedure efficiencies as well as quality improvements. Engages with other operations leaders and teams to achieve similar results and optimize staff augmentation.
• Builds and implements operational scorecards to monitor and communicate operational performance across all areas of responsibility.
• Collaborates closely with various departments to support performance toward enterprise goals and remove barriers to ensure efficient operations.
• Supports and incorporates continuous development opportunities for all Call Center employees to strengthen over-all capability and promote engagement and commitment. Critical Success Factors:
• Demonstrated ability to establish credibility and build effective relationships at all levels of an organization, as well as in a partnering relationship (external and internal); ability to work with a variety of personalities and styles within a strong team environment
• Ability to quickly “ramp-up” in capacity and comprehend business and process complexity
• A leader who is visible to the employees – out on the floor and does not just communicate via direct reports and is someone who gets involved in the tactical execution him/herself
• Exceptional interpersonal, customer service, communication and leadership skills with the ability to work independently as well as part of a team
• Ability to communicate business needs both up the organization and then back down to other levels.
• Proficiency in working at both strategic and tactical development and execution
• Strong overall written and verbal communication skills, with exceptional presentation skills
• Ability to assert own ideas and work with others to gain support and commitment to the best possible outcome and someone who gets involved in the tactical execution him/herself
• High personal standards with a proven track record of personal and professional integrity, business ethics, and professionalism

• Bachelor’s degree in Business, Finance, Marketing or related field or equivalent business experience
• Minimum of 15 total years’ customer service experience with at least 7 years in a call center environment including: Minimum of 7 years of progressive leadership experience in a call center environment and leadership experience in developing, implementing and providing oversight of customer relations programs
• Proven leadership and talent development skills
• Client relationship experience
• Demonstrated process improvement experience
• Current working knowledge of the insurance industry and its practices preferred
• Project management skills including the ability to organize and prioritize multiple client projects to meet deadlines
• Demonstrated budget development and management experience
• Proficient working knowledge of MS Office software programs
• The position will require travel in the 25% to 30% range in the first year with 10% to 20% travel anticipated after year one.