AVP - Claims Customer Experience

The AVP – Claims Customer Experience is responsible for ensuring a superior service experience within all aspects related to the Customer Care Center and Claims Service Liaison interactions. This role will be responsible for the Customer Care Center operation (CC Center), Claims Service Liaison (CSL) team, the Claims Operation Practice Leader (COPL), as well as the Payroll Specialist team (PS team). Their primary focus will be on ensuring the successful delivery of a superior service experience across all groups, as well as strategically positioning the Claims Service group for future growth, enhancements, and changes to meet the dynamic nature of a best-in-class service experience. 

Responsibilities

• Ensure the achievement of established departmental goals and objectives related to the CC Center, CSL, COPL, and PS teams. The goals include established service measurements, quality and production, as well as non-claims related responsibilities.
• Ensures compliance with all FMLA and disability process, compliance and customer requirements where applicable.
• Accountable for all team metrics related to production, quality, service and performance guarantee metrics where applicable.
• Ensure that performance requirements and core competencies are communicated and satisfied at all levels within the department through clear, consistent communication. Ensure that differences in information dispersed is presented in positive light.
• Ensure changes in Licensing,
• Identify and develop improvement opportunities to enhance service and performance capabilities.
• Evaluate Vendor services on a regular basis for changes, enhancements, new products and results.
• Develop and maintain strong working relationships with business partners including, but not limited to, RSL, SNCC, ACE, ARCH, Hartford, Zurich, XL Insurance, York/FARA, Coventry, Brokers, G4S and multiple other partners. 
• Assist in the sales process by preparing appropriate responses to Requests for Proposal (“RFP”), participating in sales presentations and providing claims training to sales personnel.
• Evaluate business requirements in maintaining appropriate levels of staffing and in ensuring the right people are in the right positions.
• Participate in Matrix Senior Management planning, etc.. 
• Assist in identifying and developing personnel with the potential for leadership and/or management opportunities.
• Support training efforts through personal involvement and reinforcement within the department. Develop and implement training programs on-site due to remote location office needs.
• Collaborate with the Information Services Department in the appropriate design and implementation of the new claims system. Work with both Matrix and RSL systems, managing challenges for both.
• Work closely with the claims management team at RSL, a sister company, in establishing best claims practices.
• Testify as …