Claims Help Desk Assistant Manager

At EMC, we’re all about working together to make an impact. As part of our team, you’ll have the opportunity to grow, contribute, and gain experience that matters. We strive to be caring leaders, close partners, and responsive experts—always supporting each other to do our best work. Join us, and let’s improve lives together.

**This role can be performed remotely anywhere in the US, with preference to work remotely in the Central timezone**

Essential Functions:

• Oversees execution of Claims Help Desk and Technical Support functions, ensuring alignment with organizational goals and service excellence standards

• Leads workforce planning and resource allocation to optimize unit performance and responsiveness to fluctuating work volumes

• Drives resolution of complex and escalated technical issues, ensuring minimal disruption to end-user productivity and coordinating with cross-functional teams for timely resolution

• Enforces quality standards for ticket documentation and resolution, ensuring consistent delivery of high-value support and customer satisfaction

• Collaborates with training team, including developing and updating claims help desk training materials aligned with business priorities and system changes

• Anticipates training needs related to system enhancements and assists training

• Oversees sprint assignments, including development and delivery of results, communication of updates and training materials

• Ensures adherence to best practices, standards and procedures across all assignments and deliverables

• Cultivates strong partnerships with Claims and Underwriting

• Uses feedback and trend analysis to inform leadership of systemic issues and opportunities for growth

• Provides input and coordination for Guidewire implementation and rollout initiatives

• Manages resources to empower end-user self-service and reduce support dependency

• Leads testing and validation of new system developments and updates, ensuring alignment with business requirements and operational impact

• Evaluates proposed system changes for impact across claims and communicates to stakeholders

• Facilitates cross-functional collaboration to implement technical solutions and process enhancements

• Oversees the creation and deployment of communications regarding system updates, outages and enhancements to ensure transparency and preparedness across claims

• Oversees and monitors the workload and performance of the department

• Guides teams through complex work issues and answers questions

• Collaborates with team members to establish performance goals and monitor status

• Conducts performance reviews and provides coaching

• Interviews, hires and recommends salary adjustments for team members

• Resolves disciplinary issues, reviews results, action plans, and progress

• Provides training for team and encourages continuing education

• Develop team expertise and assist with succession planning, including identifying talent and implementing development plans for critical positions

• Supports diversity, equity, and inclusion initiatives

• Fosters an innovative culture, including supporting new ideas for improvement and providing guidance

Education & Experience:

• Associate degree, preferably in business administration, computer science, or related field, or equivalent relevant experience

• Six years of experience in business analysis, process improvement, service desk, claims, or related experience

• JIRA experience preferred

• Guidewire Experience or certification preferred

• Prior experience with process management and property/casualty insurance preferred

• Previous leadership or supervisory experience preferred

• Customer service designations such as, Accredited Customer Service Representative (ACSR), preferred

Knowledge, Skills & Abilities:

• Excellent knowledge of computers and claims systems

• Excellent understanding of application software

• Ability to work on multiple projects simultaneously

• Strong interpersonal skills and conflict resolution abilities

• Strong analytical, problem-solving, organizational, and prioritizing skills

• Excellent customer service skills

• Strong ability to continually look for ways to improve processes and procedures

• Ability to work on multiple projects simultaneously and manage conflicting priorities

• Strong interpersonal skills and conflict resolution abilities

• Excellent organizational, written, and verbal skills

• Excellent presentation skills

The hiring salary range for this position will vary based on geographic location, falling within either of the following:

A hiring range represents a subset of the full salary range. The actual salary will depend on several factors, including relevant education, skills, and experience of an applicant, geographic location, and business needs.

Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws.

All of our locations are tobacco free including in company vehicles.