Manager, Customer Fulfillment Insurance

Oakwood Worldwide is looking for a leader who excels at leading cross functional teams that provide sales,customer service and operational support so that our guests and clients from the Insurance vertical receive superior service. Oakwood Worldwide is leadingprovider ofcorporate housing and serviced apartment solutions through our well known brands, Oakwood andExecustay. The Manager, Insurance Housing Customer Fulfillment will be based at our Worldwide Sales & Service Center in our Phoenix office located just off the 17 freeway at the Dunlap exit.The manager will partner with Insurance Sales on interactions with national contacts to assure customer expectations are understood, communicated and executed by the Insurance customer fulfillment team. Manager will directly superviseall Insurance Housing team members to include the INACs, CSRs, and Hotel Team located both in PHX and remote locations(approximately 20 associates.) The Manager will also work closely with other Sales, Operations, Supply Chain, Reporting, Training and Finance to assure the successful fulfillment of displaced policyholder and customer/client needs across the Insurance Housing division. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide support to Insurance Housing team related to procedural questions and customer escalations to assure service standards are met
• Partner with other Oakwood divisions to proactively identify process improvements and assure internal and external customer satisfaction
• Establish and manage external vendor relationships as necessary furniture, property management companies, landlords, etc.
• Partner with Sales Leaders on client-facing interactions: e.g.: customer implementation strategies, customer QBRs, and Service Level Agreements, etc.
• Provide monthly, quarterly, annual reporting as per client requirements.
• Analyze team and individual Associate KPIs to develop coaching, motivation and development strategies and to identify training and process development opportunities
• Training and development tasks:
• Manage and implement updates to policies, procedures, and templates to ensure Insurance Housing goals and objectives are met
• Monitor Associate incentive programs; make recommendations toVP/Insurance and Compensation Committee as required
• Develop and execute staffing and coverage plan to allow team to meet SLAs and to support growth of sales
• Facilitate team meetings

EXPERIENCE AND QUALIFICATIONS

• Bachelors Degree and/or equivalent business related experience preferred
• 5 years management experience preferably in apartment/corporate housing, outside sales management, and call center environments
• 2-3 years outside sales experience
• Ability and prior experience to effectively present information (e.g.: client visits, training)
• Strong coaching and development experience for both onsite and remote Associates
• Highly motivated and detail oriented, with the ability to work independently while managing multiple tasks
• Ability to adapt to an ever changing, high energy, high volume environment
• Experience producing and analyzing report data and setting goals
• Prefer P/L management with strong business and financial acumen
• Strong working knowledge in PowerPoint and Excel
• Preferred working knowledge in Siebel, epic, Service Track, Cisco, Knoahsoft Harmony
• Exceptional organizational, interpersonal, communication, analytical, problem solving and decision making skills
• Ability to travel 25%

 RequirementsSee Job Description
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Country: USA, State: Arizona, City: Phoenix, Company: Oakwood Worldwide.