Manager, Case Management - Life Insurance
Greater NYC Area
2 days ago
Co-manage a case management team and own their individual and team-level performance by delivering structured feedback through 1:1s, performance reviews, and professional development conversations.
Align direct reports on team goals (daily, weekly, monthly) and provide them regular visibility into the progress toward those goals; ensure they have the performance feedback/data they need to optimally perform.
Provide daily coaching and supervision through: side-by-sides, retroactive ticket review and team huddles.
Be accountable for the hiring funnel for immediate team; deliver on hiring targets set by direct manager.
In concert with the quality assurance team, ensure compliance with regulation and adherence to Pg quality standards.
Work with team leads and applicable stakeholders to handle client escalations and vendor issues--providing actionable feedback to drive process and product improvements.
Regularly report out on team performance to company executives (Founders,VP, Directors) focusing on insights and initiatives to improve performance.