Voluntary Benefits Delivery Team Lead

Operations is one of four services that make up one Accenture -the others are Strategy and Consulting, Interactive and Technology.

Job Description

• Maintains oversight of their assigned team/s , able to anticipate, identify, and assess complex issues problems. Develops and implements a corresponding plan of action to bring the situation to resolution. Communicates changes or issues to supervisor and assists other team leads with resolutions
• Interprets day-to-day business objectives and prepares executes operational practices work programs. Ensures proper execution of processes by team ensures the volume of work produced meets product service standards and exceeds quality standards.
• Is the subject matter expert with industry expertise to support team questions, escalations, problem solving and industry questions
• May perform incident notification and escalation to ensure problems requests issues are communicated effectively and receive proper management attention
• Able to Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
• Expected to understand and manage to client Service Level Agreements and department s product s key performance requirements
• Demonstrates understanding of the customer s business needs or market and maintains high customer satisfaction ratings
• Take accountability for effectively handling senior level escalations or customer complaints received via various sources
• Able to conduct manage day to day type of client calls, in a professional manner by demonstrating expert knowledge of processes and related systems to effectively perform responsibilities, highlight risks, assist with solutions.
• Responsible to prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance disciplinary issues

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Qualifications

Basic Qualifications

• Minimum of 2 years experience leading a team
• Minimum of 2 years experience in Voluntary Benefits and/or Group Health
• Minimum of 2 years experience in a BPS environment
• Minimum of 1 years experience call center experience
• Minimum of 1 years experience using Excel including Pivot Tables, charts and or macros.

Preferred Qualifications

• Bachelor's degree
• Voluntary Insurance experience onboarding enrollment, billing, claims, record keeping and contact center
• Experienced with Analytics
• Experienced in managing multiple processes

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