Production Support Analyst

Plymouth Rock, founded in 1982 by Jim Stone, former Massachusetts Insurance Commissioner, is a privately held insurance company that writes personal and commercial lines of business in the Northeastern United States. Today, Plymouth Rock, with more than $1billion in premiums underwritten and serviced, is comprised of a group of companies that were started or acquired to expand product offerings, channels of distribution, and the geographic footprint. With more than 800,000 policyholders, Plymouth Rock writes insurance through more than 800 independent agents.

The Plymouth Rock Group employs 1500 people and is headquartered in Boston, Massachusetts. Plymouth Rock holds an A.M. Best rating of ¡§A-/Excellent.¡¨


o Have experience working with a Business/IT organization in system, programming, or project development efforts.

o Ability to plan, execute and control project deliverables, establishing realistic estimates and reporting metrics specific to operational needs.

o Ability to transition systems from other departments by developing a working knowledge of those systems and processes, in order to allow for balance and control reporting on production work processes and information requirements. Act as point person for issues related to the support of production balance and controls, from entry point to completion. Include items but not limited are; commissions, web imaging, statistical analysis, claims letter balancing.

o Perform daily reviews of production reports; record and communicate any issues to appropriate parties and track for closure.

o Ability to monitor multiple projects; including testing, development, implementation and training phases, in order to determine impact on vendor work management. Work with project leads to understand upcoming implementations and ensure that future support of such implementation has been considered.

o Serve as primary liaison for the daily multi vendor front-end cash applied process, included would be capturing data from each vendor, monitoring applications applying cash, running multiple queries to capture real-time activities, and reporting on all. Escalation of any issues is real-time and immediate. The right person to support this function should be able to multi-task, analyses all facets of the process, and have good problem determination skills.

o Serve as support liaison for the Print Production Publishing vendor that is providing business-processing services (BPS) to our programs, and assist in monitoring their performance in meeting program expectations and service level agreements (SLAs). Work to manage, escalate and resolve support problems according to service level agreements. Maintain issue-tracking log on all root cause analyses performed.

o Evaluate changes to standard business operating practices in effect for impact to vendor processing. Ability to complete, submit and obtain necessary approvals on vendor work management Change Request forms. Maintain current documentation on vendor Procedure processing.

o Ability to determine production support priorities, stakeholder escalation for awareness, root cause analysis, and implementation of preventive action plans.

o Have exceptional organizational skills with the ability to plan, organize, delegate and control work.

o Have demonstrated presentation skills as a communicator and facilitator, both written and oral.



„« Applicant will be asked to work 1:00pm ¡V 9:00pm.
„« Location would be, Berkeley Heights, or Red Bank in New Jersey or Boston in Massachusetts.


The Plymouth Rock companies place a heavy emphasis upon quality of life and ¡§goodness of fit¡¨. We seek people who have a customer service orientation (i.e., who makes efforts to listen to and to understand both internal and external customers, anticipate customer needs, and give high priority to customer satisfaction), pay attention to the feelings and needs of others, and manifest a strong bias for action. We insist on the utmost integrity and probity. We offer highly competitive base salaries with an annual performance-based bonus, a very generous package of benefits, convenient access to public transportation and a thriving and stable workplace.
To Apply for this position, please CLICK HERE