Policy Retention Manager, Insurance Operations

Protecting what matters most. Countrywide Insurance Group works to provide clients with a more complete spectrum of insurance solutions -- and our people with a greater range of rewarding opportunities. Learn more about our innovative solutions, as well as our network of specialized technologies and customized career paths.   Policy Retention Manager, Insurance Operations   Job Summary:Direct and manage the analysis and measurement of CIG's policy retention opportunities. Collaborate and coordinate with pertinent divisions within the organization and external data sources to determine information needs and relevance. The employee will assist in developing Auto and Homeowners policy retention programs for insured's at risk of cancellation. The position will be responsible for coordinating and supervising of staff and resources of the Retention Team. The position will have oversight and supervisory authority over the Retention team. Key to success is an ability to understand product and business issues from both the customer, agent, and carrier perspectives. Significant project management experience is essential. This person's job duties will revolve around interaction with Call Center Management. These duties will include developing, assigning, and reviewing daily, weekly & monthly goals and acting upon any variance between the goal and actuals; ensuring all training is completed for Retention team members.  ·  Participating in Process Improvements by making recommendations regarding System Development and Enhancement ·  Maintaining appropriate staffing levels ·  Interviewing potential employees ·  Providing recommendations regarding hiring, pay, promotions, terminations or related decisions ·  Maintaining personnel files and appropriate documentation as they relate to recommendations and/or actions taken ·  Monitoring and evaluating staff productivity and performance to ensure that individual goals and Compliance guidelines are met ·  Providing continuous feedback for Employee Development ·  Recommending PIP (when appropriate) and preparing/conducting annual Performance Appraisals ·  Performing special handling of documents and/or customer issues ·  Providing documentation to support actions taken ·  Ensuring that policy/procedural updates and changes are effectively communicated in a timely manner ·  Maintaining employee morale through Reward and Recognition incentives  A Successful Candidate Will Have: ·  Associate's (or equivalent) degree and/or equivalent experience ·  5+ yeas of Customer-Service/Operations Management, or Sales experience (and/or equivalent experience) ·  Active Property & Casualty Insurance license (for a minimum of 1 year) ·  Completion of required Continuing Education to maintain an active Property & Casualty Insurance license ·  Excellent comprehension, listening and verbal/written communication skills ·  Proficiency with all systems and tools required to perform job duties ·  Detail-orientation ·  Effective organizational skills ·  Ability to multitask, prioritize and meet deadlines within a fast-paced environment ·  Ability to resolve customer issues in a professional manner ·  Ability to identify problems and develop and implement solutions ·  Excellent managerial skills ·  Ability to motivate diverse personalities and create a positive environment that promotes both team and individual successes ·  Ability to effectively delegate assignments based on complexity of work and skill set of subordinates ·  Ability to coach, train, evaluate and counsel staff ·  Ability to interview Systems Users and Managers to document process flows and recommend optimal solutions Countrywide is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE. M/F/D/V.