Team Manager, Operations Quality Assurance Customer Experience Transaction Quality

$57,800 - $109,200/Yr

Genworth - Richmond, VA

Full-time - Mid Level

Richmond, VA

Insurance Carriers and Related Activities

About the position

As a Team Manager in Operations Quality Assurance at Genworth, you will lead a team responsible for evaluating customer transactions and ensuring quality control within the organization. Your role will involve analyzing trends, suggesting process improvements, and implementing quality programs to enhance customer satisfaction and operational effectiveness. You will foster a positive work environment, drive accountability, and collaborate with various leadership levels to align strategies and improve processes.

Responsibilities

• Ownership over Transaction Quality program for Health of Process functions, ensuring effective control and consistent application.
• Identify, recommend, and develop processes to achieve quality assurance needs and responsibilities.
• Drive individual and team accountability and productivity through feedback, crucial conversations, and performance management.
• Create a positive work environment, fostering employee growth and challenge through transparent and authentic leadership.
• Collaborate with multiple levels of leadership and other business areas to understand strategy and recommend process improvements that increase productivity and customer satisfaction.
• Utilize data to maximize resource efficiency, reviewing metrics and trends to optimize work allocation and operational effectiveness.

Requirements

• 2+ years of leadership experience or advanced role experience at Genworth in quality assurance or a specialized individual contributor role.
• Previous experience in quality, risk, legal, or compliance roles, preferably in the insurance industry.
• Customer-centric and risk-adverse mindset, prioritizing exceptional customer experiences while being detail-oriented and committed to upholding controls.
• Pro-active and problem-solving attitude, identifying areas for improvement.
• Excellent communication and interpersonal skills, fostering collaboration with multiple levels of leadership and effectively communicating recommendations.
• Strong analytical skills, interpreting data for insights and decision-making.
• Strong leadership capabilities, inspiring and motivating teams.
• Proficiency in Genworth data analysis tools and software (CLOAS, Calypso, Spotfire, LUNA).
• Familiarity with customer service systems and claims processing platforms.
• Bachelor's degree in a relevant field preferred; equivalent work experience considered in lieu of degree.

Nice-to-haves

• 2+ years leading teams of 5 or more employees.
• Experience working in a role that reviews the quality of others' work.
• Bachelor's or Master's degree in fields related to business management or leadership.
• Insurance industry designation such as LOMA or AHIP.

Benefits

• Paid holidays
• Loan repayment program
• Disability insurance
• Health insurance
• 401(k)
• Tuition reimbursement
• Paid time off
• Family leave
• Employee assistance program
• Gym membership
• Volunteer time off