Senior Manager, Estimating & Quality Operations

Who Is Accuserve:

Accuserve is a Managed Repair Experience Company, unifying and humanizing the experience for people simply trying to take care of the things they treasure most. As an integrated community of claims and restoration experts, we're redefining how smart, unified, and human the experience can be to fix what matters most to people in extreme times of need. We are builders, innovators, community leaders, facilitators, connectors, dreamers, keepers, mothers, fathers, sisters, and brothers. We're human too and know what it means to take care of you and your property.

Job Summary:

Responsible for overseeing the day-to-day management of multiple Reconstruction Estimation and Quality Assurance teams, providing leadership and direction to front-line supervisors and managers across various groups. Ensure proper assignment handling, monitors team performance, and guides supervisors to maintain compliance with established standard operating procedures while achieving overall business goals and quality metrics. 

General Responsibilities:

• Partner closely with Director, Reconstruction Operations to accomplish the short and long-term goals established for the business. 
• Responsible for ensuring the production of high-quality management reports for both internal use and client-facing purposes, maintaining accuracy, clarity, and relevance in all reporting outputs. 
• Monitor overall team hours and schedules to ensure proper handling of incoming and pending volume 
• Responsible for the review and approval of departmental related Company policies and procedures 
• Coach, develop, train, and mentor employees on team performance with proactive focus on continuous quality improvement 
• Conduct annual and/or periodic employee performance reviews and administer appropriate corrective action measures as necessary or required by company policy 
• Monitor team metrics and use these metrics to drive performance and quality 
• Understands and strategically assesses all job processes, proactively considering and implementing process improvements when applicable, while driving a higher level of efficiency across teams. 
• Work with and maintain professional relationships with Clients, Customers, co-workers, and contractor personnel to ensure all stakeholders are receiving proper service 
• Available to work flexible hours, including nights and weekends when required 
• Meet or exceed benchmarked metrics (metrics are subject to change as our business needs/model changes) designed to measure productivity and/or quality per company guidelines 
• Ensure direct reports are meeting benchmarked metrics and/or quality per company guidelines 
• Proactive recruitment of talent; work with management to establish and implement a strategic staffing strategy 
• Partner with training department to ensure effective orientation and onboarding 
• Manage staff performance; implement strategies and plans to address staff development; identify and address training needs on an ongoing basis; provide frequent performance development and succession planning 
• Effective retention plan; proactively manage and respond to turnover 
• Effectively utilize reward system to distinguish top performers and significant achievements 
• Employ proper assignment handling techniques to protect the integrity of our brand and provide consistent service quality through streamlined processes to add value for our clients 
• Develop and execute a strategic file management plan that achieves optimal file quality, resolution, and business results 
• Develop and implement strategies to lower departmental overhead and manage costs against assignments and revenue. 
• Successfully leverage data, management information and technology to identify and make the most of opportunities to support business strategies and improve results 
• Focus on resolution and process improvement, fulfilling all obligations while maximizing cost effectiveness, helping the business understand drivers, trends and product stress points and helping sales attract and retain business 
• Operate within agreed upon expense budget to achieve optimal business results through productivity, appropriate resource allocation, inventory management and loss adjustment expense 
• Develop and maintain effective relationships with colleagues, business partners, customers, regulatory agencies and others to achieve organization goals and create better outcomes 
• Participate in business meetings and client visits as required  
• Provide direction/guidance/and technical expertise on any file that meets escalation criteria 
• Perform other duties as assigned 

Minimum Qualifications:

• Bachelor’s degree or equivalent combination of education and/or experience required
• Previous experience in the insurance industry required
• Minimum of 7 years’ experience in the property insurance and restoration industry
• Minimum of 5 years of proven people and operations management of high performing teams
• Significant experience identifying and working collaboratively to effectively address people and estimating operational problems 
• In depth working knowledge of Xactimate/Xactanalyis/Symbility/Cotality and/or Salesforce desired
• Ability to work overtime or flex schedules during high volume and CAT Events is required
• Problem solving skills and capability to employ critical thinking 
• Ability to handle conflict in a professional and courteous manner
• Excellent verbal, electronic, and written communication, and customer service skills
• Work with peers and all departments for the common goals of the organization
• Reliable in meeting work commitments
• Must be flexible and adapt to most any situation
• Ability to utilize technological devices, software and applications, previous experience with Microsoft Office Suites and basic computer skills required
• Reliable high speed home broadband internet connection with minimum 25 meg download and 10 meg upload speeds and ability to connect to home internet via ethernet cord is required if working remotely
• Ability to travel up to 15%

Accuserve’s Human Centric Value Proposition:

Accuserve is built on a foundation of community, fostering valuable connections, and creating an innovative approach to help you navigate the insurance landscape. Built on culture, grounded in compassion.

Accuserve Values:

Communicating and Connecting, Doing the Right Thing, Compassionately Serve, courageously making an Impact and Staying Curious.