Director of Billing and CSST

Summary of the Role

This role is responsible for creating and maintaining a positive Customer Service experience for all stakeholders to the National Accounting Center (NAC).   The position is responsible for oversight of Relationship Managers, Client Service Support Team (CSST) and NAC Billing teams.  They will be responsible for accuracy and timeliness of work performed in the NAC. In addition, this role will assist the NA Head of B2C in formulating process changes, setting yearly goals, budgets, and in maintaining consistent and compliant procedures.  Responsible for executing change management initiatives. Allocate resources and manage attrition. Escalate to NA Head of B2C any material transaction issues, as well as potential process changes and activities outside the norm. Typically requires 3 to 5 years of experience in the Insurance Broker field.

The Role 

• Leadership and oversight of their teams
• Proactive contact with field on a monthly basis to facilitate revenue booking through various reporting
• Assist the NA B2C leader in setting yearly goals and budgets
• Responsible to deliver target operating model with high quality and client satisfaction
• Required to work with Mumbai leadership to coordinate work performance and quality within their teams
• Consistency regarding SLA’s
• Responsible for Metrics Management
• Travel to India and field offices as required
• Responsible for hiring, monitoring, coaching and terminating management staff within the US team as necessary
• Responsible for yearly performance appraisals for each Agency Manager
• Responsible for defining clear expectations of team progress then monitoring those expectations (goal setting)
• Responsible for accuracy and on-going review and maintenance of the office specifics

The Requirements

• High school diploma or equivalent required. 
• College degree in accounting/ business management preferred. 
• Extensive team facilitation and management experience needed.
• Complete knowledge of insurance accounting principles and practices
• Ability to negotiate and influence stakeholders 
• Ability to assess business and staffing requirement for processing
• Ability to consistently maintain a positive and professional attitude with the ability to motivate others
• Individual that is self-motivated and presents a professional image
• Takes initiative to learn new things and actively pursues opportunities to improve current process
• Has good attendance and is dependable 
• Ability to maintain confidentiality concerning departmental issues and/or staff members
• Ability to work overtime when necessary without prompting
• Ability to communicate well with staff, Mumbai, field offices and senior management
• Conflict resolution skills 
• Knowledge of insurance business
• Critical thinking & analytical skills
• Exceptional oral communication skills