Team Manager, Operations Quality Assurance – Customer Experience Transaction Quality
Genworth
Richmond VA 23214 US
At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day.
We apply that same compassion and empathy as we work with each other and our local communities, Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.
Our four values guide our strategy, our decisions, and our interactions:
Make it human. We care about the people that make up our customers, colleagues, and communities.
Make it about others. We do what’s best for our customers and collaborate to drive progress.
Make it happen. We work with intention toward a common purpose and forge ways forward together.
Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.
POSITION TITLE
Team Manager, Operations Quality Assurance – Customer Experience Transaction Quality
POSITION LOCATION
This position is available to Virginia residents as Richmond or Lynchburg, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.
YOUR ROLE
As an Operations team member, you’ll play a crucial role in delivering world class customer service and capabilities to our policyholders—now and in the future. As a Team Manager in Quality Assurance, you will lead associates that evaluate transactions and are responsible for controls, process health, and associate performance. You will be responsible for analysis of trends, suggesting process improvements, and implementing quality programs, understanding priorities and impacts, while operating with integrity to inspire and develop associates and calmly lead through innovation and change.
What you will be doing
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.
What you bring
You have either prior experience as a leader or Genworth experience in an advanced role (i.e., quality assurance, specialized individual contributor role, SME in individual contributor role) that has provided you with the skills necessary to lead people (2+ years).
Previous experience in similar roles (i.e., quality, risk, legal, compliance) preferably in 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 relevant field preferred; equivalent work experience considered in lieu of degree.
Nice to have
You have 2+ years leading teams of 5 or more employees.
You have experience working in a role that reviews the quality of others work.
You have a Bachelor’s degree or Master’s degree in fields related to business management or leadership.
You have earned an insurance industry designation such as LOMA or AHIP.
EMPLOYEE BENEFITS AND WELL-BEING
Genworth employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives.
Competitive Compensation & Total Rewards Incentives
Comprehensive Healthcare Coverage
Multiple 401(k) Savings Plan Options
Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
Disability, Life, and Long Term Care Insurance
Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
Caregiver and Mental Health Support Services
ADDITIONAL
The base salary pay range for this role starts at a minimum rate of $57,800 up to the maximum of $109,200. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 7% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.