Policy Services Leader

JOB CATEGORY: Customer Support/Client Care REQUISITION NUMBER: 3002 We focus on providing the insurance products that matter most to consumers - auto, homeowners and small-business policies. Our business helps people protect what they value and deal with the unexpected. At Safeco, we are intent on offering the best mix of insurance coverages and pricing, and fulfilling the promise of our products when a loss occurs. Our most visible product is the personalized service and support we provide when a customer files a claim - whether it's a fender-bender or the loss of a home. We have a history of thoughtful claims resolution, and we have earned a reputation for fairness that we work hard to uphold every day. We sell our products exclusively through a national network of independent agents and brokers who give consumers choice and advice. Our mission is to make the experience of buying, selling and owning insurance easier than anyone else. We do that by delivering our products over a Web-based sales-and-service platform that enables our distribution partners to quote and issue an insurance policy or surety bond in a matter of minutes. Policy Services Leader Position Description:Safeco Insurance, headquartered in Seattle, WA is an industry leader in Property and Casualty products. We employ approximately 7,000 people in several locations across the country. Safeco is a Fortune 500 company traded on the NYSE (SAF.) We pride ourselves on our unparalleled commitment to providing innovative products, outstanding claims service to our customers and dedication to community.Are you a highly motivate and customer focused Leader looking to improve operational excellence within a high performing organization? Do you have call center experience and strong insurance knowledge? Then read further, we have the job for you! Our Claims and Customer Care unit is looking for a Policy Services Leader. This position is equivalent to an AVP level position at another company. In this role you will report to the Vice President of Customer Care. You will be responsible for ensuring that we build toward the most effective and efficient policy servicing model possible. You will have accountability for moving the Claims and Customer Care organization toward a best in class platform for our audience (agents and policyholders,) delivery model (who and where,) transaction modes/channel management (phone, fax, web, ivr, sms, etc,) the customer experience (quality, continuous improvement, and customer loyalty) and measures of success (customer loyalty, revenue generation, first contact resolution, self service adoption and cost per transaction.) You will play a key role in being aware of initiatives across the Safeco organization to ensure they are implemented relative to the experience we desire. You will lead efforts to "refresh" the current Gold Level Service program and own implementation and execution of this program. You will have bottom line accountability for the policy servicing metrics and success of this overall area.Agency and Gold Customer Care Performance Manager's will report directly to you, as well as product/process BA’s aligned to policy servicing. We are searching for an individual with a strong insurance background and extensive knowledge of call center operations and metrics, and proven record of process improvement within such an environment. Strong negotiation skills and ability to gain credibility across the organization is vital to success in this role, as well as strong leadership and communication skills. WE ARE ALSO OPEN TO CANDIDATES THAT HAVE A STRONG LEADERSHIP CALL CENTER BACKGROUND OUTSIDE OF THE INSURANCE INDUSTRY. If this sounds like it was written for you, apply now!