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Working at Assigned Risk Solutions or for any AF Group subsidiary is more than a job. It is a career at one of the most dynamic, innovative, and successful insurance companies in the nation. In fact, we've been named a Best Place to Work in Insurance by Business Insurance magazine for a decade. AF Group (or any Emergent Holdings) employees who cannot access our internal job board "Opportunity Marketplace", please contact Trish Mylek for assistance. SUMMARY: The Director, Assigned Risk Operations, working closely with VP, Assigned Risk Solutions, to profitable grow the business and build relationships with key state agencies and NCCI. Leader will establish framework for departmental staff to provide excellent service to customers, focusing on continuous service improvement and continuous quality improvement specifically in areas of employer services. Responsible for managing customer relations, mentoring staff, strategizing on issues and business opportunities. RESPONSIBILITIES/TASKS: Work with VP of Assigned Risk Operations to develop and implement strategic plan, departmental P&L and service goals and standards consistent with the team's mission and communicate to department. Work with each manager/supervisor to strategize and plan for achieving goals and objectives to improve service to customers and agents. Ability to handle large span of control across both policy and claim functional areas, multiple state and regulatory bodies and locations. Work on annual request for proposal process with various team members to ensure highest quality RFP is produced. Participate in the annual self-review audit process, as well as the onsite audit performed by regulatory/state organizations. Take a leadership role in achieving tactics established for department. Oversee and direct ongoing high-quality service (information sharing/problem resolution) to all customers. Oversee management of teams supporting servicing carrier operations across multiple states and multiple job functions. Establish performance goals and measures for department to achieve targeted corporate service objectives. Measure and assess departmental service levels to ensure that service levels are met/exceeded for customers. Report information regularly to VP of Assigned Risk Operations. Effectively coach staff. Develop action plans to improve service levels for customers on an ongoing basis. Take a leading role in the development of problem resolution and process improvement in the areas pertaining to overall customer satisfaction and service. Ability to establish, monitor and evaluate workflows and efficiencies; manage multiple projects and meet necessary deadlines. Provide vision, leadership, planning, project coordination and management for the development of a cost-effective department while concurrently facilitating efficient operations to meet current and future business needs within the organization. Represent company in community and industry programs and conferences. Upon request, function as the department head in the absence of the Vice President. Participate in the development of programs as a strategic partner that supports the company plan. Participate in development of annual departmental budget, monitor budget and identify budget discrepancies. Research cause and make recommendations. Responsibility for balancing workload to optimize the effectiveness of the department. DIRECTION EXERCISED: Directly supervises exempt and non-exempt staff in accordance with company policies and applicable Federal and State Laws. Responsibilities include but are not limited to effectively interviewing, hiring, terminating, and training employees; planning, assigning and directing work; appraising performance; rewarding and counseling employees; addressing complaints and resolving problems; supporting and encouraging the engagement process. This position description identifies the responsibilities and tasks typically associated with
