General Description: The National BRC Manager leads the Benefit Resource Center (BRC) leadership team and is responsible for the management of three employee benefits advocate teams, their operational performance and the seamless integration and support of the USI EB operational structure.
Responsibilities: Directly manages team of 3 BRC unit Team Leaders across the United States which includes quarterly face-to-face visits in each BRC location.Responsible for consistent, regular reporting to National Director of EB on BRC performance at all levels (overall, unit, associate, etc.).Responsible for ensuring consistent standards, operational processes, and management is occurring across all units.Actively engaged with USI field units and acquisitions to ensure that BRC services are effectively communicated, implemented, and valued.Ensuring Benefit Specialists-hiring, development and training occur in accordance with national BRC standards across all units and with approval/direction from Director of Operations.Leads national BRC leadership team to coordinate best practice standards, procedures, and efficiencies.Analyzes team performance based on regular reports and summarizes management based on an established schedule and makes staffing recommendations.Participate with National Operations Team to develop, communicate and implement appropriate BRC implementation, educational and sales tool across all BRC units for the USI service and sales teams.Actively collaborate with Team Leaders to develop shared resources and process.Develop and deliver training and training tools consistently for all BRC units.Prepare, review, and deliver regional reports.Performs Annual Performance and Goal Setting reviews of Team Leaders and assist Team Leaders with same for their direct reports.Monitor phone interactions to ensure quality of service (as appropriate).Participates in Sales meetings and briefings for select opportunities.Work with BRC Unit Team Leaders to report trends identified from review of call records to the insurance carrier and/or the account manager.Monitor overall levels of open calls and work with BRC Team Leaders to ensure Benefit Specialists are maintaining open calls and providing timely and appropriate follow-up.Build and nurture carrier relationships to ensure accurate, timely responses to claim inquiries.Continuous review of processes and workflows to ensure efficiencies and implement changes where warranted.Facilitate regular BRC Team Leader meetings and ensure unit level meetings are occurring consistently and that training opportunities at a national level across BRC units.Function as resource and escalation point for Team Leaders.Work with IT and National EB Operations Manager on systems and system development.Notifies National Director of EB Operations of any escalated issues pertaining to interactions within the Benefit Resource Center.Establish effective working relationships with Internal Partners, Clients, and Carriers.Collaborate with Internal Partners and Carriers to ensure accurate and timely responses to all client issues.Collaborate with all partners in a manner that fosters mutual respect and teamwork.Respond to requests from all partners by stated times.Special projects as assigned by the National Director of EB Operations.Hone and develop appropriate workflows to ensure efficiency.Ability to travel as needed– up to 40% to BRC's and Regional Meetings.Knowledge, Skills, and Abilities: Group EB Broker and/or Carrier experience with strong Claims Resolution knowledge.Preferred call center experience.College degree preferred.Must hold or obtain life and disability insurance license and retain license by meeting the continuing education requirements.Must be tech savvy; elevated level of computer literacy including working knowledge of Windows, Excel, Word, and call tracking systems.Strong attention to detail and ability to self-check work.Excellent time management skills.Ability to prioritize workload.Enthusiastic attitude, cooperative team player, adaptable to new or changing circumstances, professional demeanor, sensitive to client needs, self-motivated, creative, and innovative.Excellent problem-solving skills.Strong verbal and written communication skills.40+% Travel.
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